Job Vacancy Senior Service Designer - National Crime Agency - G7

Duties and Responsibilities:

Understanding and adhering to key Service Design & Transition and wider NCA processes and documentation, ensuring appropriate engagement with the appropriate (internal and/or external) functions.

• Will adhere to and respect Service Design & Transition processes, as well as any processes outside of the Service Design & Transition practice (e.g. project management office, enterprise design assurance - technology, change enablement).

Collaborating with stakeholders to translate customer requirements, business requirements and contractual obligations into end-to-end service design.

• Collaborating with internal and external stakeholders to identify requirements and design service support wraps that meet the needs of the business, customers and service, aligning with Digital, Data & Technology and operational models, reporting and governance. These requirements and designs must describe the scope of services, delivery model(s), people, processes, Service Level Agreements (SLAs) and supporting Operational Level Agreements (OLAs) in order for the service to enter business as usual.

Supporting the project manager, and other related project stakeholders, to understand the Service Design & Transition process, impact, risks, and dependencies.

• Working with project managers to ensure Service Design & Transition tasks and deliverables are accounted for in the overall project plan to enable build, test, deployment, and early life support plans for changes to IT Services.
  Completing impact analysis of system and regulatory changes, identifying, understanding and assuring service risks, dependencies and issues. Highlighting to the project manager the impact that these may have on the project, whilst mitigating those within their scope.

Building a close working relationship with the Operations teams to ensure that all implemented and/or changed end-to-end Services are capable of delivering to target service levels and Key Performance Indicators. 

Broad stakeholder management activities, ensuring visibility, transparency and communications are open across teams and stakeholders.

Following the Service Design & Transition process utilising key artefacts to capture information gathered.

Present the end-to-end Service Design at the Service Transition Review Board, gaining approval to proceed into early life support and delivery into business as usual.

Championing the Service Design & Transition process, including identifying and implementing potential improvements

Supporting multiple services/projects and the wider Service Design & Transition team

Line management responsibilities

Belfast, Birmingham, Bristol, Calder(Normanton), Leicester, London, Warrington

To note for candidates selecting London as a preference - For roles based in London, your contractual place of work will be Stratford. While the Stratford site is expected to become operational from November 2025 – March 2026, you will be required to carry out your contractual duties from Vauxhall or another reasonable location on a temporary basis during the interim period. Please note that, as Stratford will be your contractual place of work, any subsequent move from a temporary location will not entitle you to payments for travel time or costs under the Relocation and Excess Travel Policy

Within the Digital, Data & Technology area of the NCA, our constantly evolving and expanding capabilities means we need people with extensive experience and knowledge of service management and in particular service design and transition in order to ensure the services being delivered by the Agency are fit for purpose, secure, and supported. 

The quality of the services delivered by the NCA directly impact our ability to meet our mission of tackling serious and organised crime, so these roles are crucial for the success of the NCA and it's wider aims and objectives.