Service Designer - 5G Enabled Solutions

📍 Job Overview

Job Title: Service Designer - 5G Enabled Solutions Company: BT Group Location: London, England, United Kingdom (Hybrid) Job Type: Full-Time Category: Service Design & Solutions Architecture (GTM Operations Focus) Date Posted: January 27, 2026 Experience Level: Mid-Senior Level (Estimated 5-10 years) Remote Status: Hybrid (3 days in office, 2 days WFH)

🚀 Role Summary

• Design and architect innovative service models for complex, 5G-enabled connectivity solutions targeting corporate and public sector clients.
• Lead the service design workstream within high-stakes bid teams, ensuring realistic, deliverable, and commercially competitive solutions that align with customer needs.
• Cultivate and manage senior-level customer relationships, acting as a trusted advisor for service strategy and influencing critical operational decisions.
• Negotiate key service components, including Service Level Agreements (SLAs) and contractual schedules, with both customers and third-party partners.
• Drive continuous improvement within the Service Design function by enhancing design methodologies, policies, and operational processes.

📝 Enhancement Note: This role is positioned within the Go-To-Market (GTM) operations framework, focusing on the pre-sales and solution design phases to ensure successful customer engagements and contract wins. The emphasis on 5G and complex solutions indicates a need for deep technical understanding integrated with strategic service modeling.

📈 Primary Responsibilities

• Service Model Design: Develop optimal service models for complex and non-standard customer solutions, encompassing requirements definition, pricing, and forecasting.
• Bid Workstream Leadership: Lead the service design efforts within bid teams, producing high-quality proposal documents and coordinating third-party service components.
• Customer Relationship Management: Build and maintain strong senior-level customer relationships, providing trusted service strategy leadership and influencing operational decisions.
• Contractual Negotiation: Negotiate service components such as SLAs and contractual schedules with customers and partners to ensure mutual alignment and deliverability.
• Innovation in Service: Apply deep knowledge of BT's products, services, and industry best practices to bring innovation to service design, particularly for 5G and mobile-enabled services.
• Cross-Functional Collaboration: Collaborate effectively with internal teams including Managed Service, Finance, Legal, Security, Commercial, Service Delivery, and Service Management to shape and agree upon service models.
• Process Enhancement: Contribute to the continuous improvement of the Service Design function by enhancing design methodologies, policies, and operational processes.
• Market Representation: Represent Service Design within market units, directly influencing BT's ability to secure and deliver complex new business opportunities.

📝 Enhancement Note: The responsibilities highlight a blend of strategic solutioning, client-facing engagement, and internal process optimization, typical of senior roles within GTM operations that bridge technical delivery and commercial success.

🎓 Skills & Qualifications

Education:

• Professional certifications in ITIL 4 Foundation (or equivalent) are required, with a strong desire to progress towards ITIL Managing Professional.
• While no specific degree is mandated, a strong educational background in a relevant technical or business field is advantageous.

Experience:

• Minimum of 5-10 years of experience in delivering complex service solutions to business customers across corporate, commercial, or public-sector environments.
• Proven track record in shaping service strategies and translating intricate technical details into clear, compelling narratives for bid materials and customer presentations.

Required Skills:

• Service Design & Architecture: Expertise in designing and architecting robust service models for complex technology solutions.
• Stakeholder Management: Exceptional ability to manage and influence senior-level stakeholders, including C-suite executives and board members.
• Commercial Acumen: Demonstrated ability to balance cost, value, and risk to support competitive commercial propositions and profitable service delivery.
• Connectivity Technologies: In-depth understanding of leading-edge connectivity technologies, with a specific focus on mobile and 5G-enabled services.
• ITIL Framework: Strong knowledge of ITIL 4 principles and best practices for service management and delivery.
• Negotiation Skills: Proven ability to negotiate complex service components, SLAs, and contractual terms with customers and partners.
• Communication & Presentation: Skilled communicator with exceptional presentation and customer-facing confidence.
• Problem-Solving & Autonomy: Ability to work autonomously, manage ambiguity, and take full ownership of outcomes in complex and dynamic environments.

Preferred Skills:

• Experience in developing and refining service design methodologies and operational processes.
• Familiarity with security clearance processes (e.g., SC, NPPV) and the ability to obtain and maintain them.
• Experience collaborating with legal, finance, and security teams during bid processes.
• Knowledge of a wide range of BT's product and service portfolio.

📝 Enhancement Note: The emphasis on ITIL progression and specific technology knowledge like 5G suggests a role that is both process-driven and technically forward-thinking. The requirement for autonomy and handling ambiguity points to a senior individual contributor role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: Demonstrable examples of designing and architecting complex service solutions for enterprise clients, highlighting the problem, solution, and outcomes.
• Bid Documentation Samples: Examples of high-quality proposal documents, service descriptions, and SLA frameworks developed for previous bids.
• Process Flow Diagrams: Visual representations of service delivery workflows, stakeholder engagement processes, and issue resolution mechanisms.
• Customer Engagement Examples: Evidence of successful senior-level customer interactions, negotiation outcomes, and strategic influence.
• Metrics & KPIs: Examples of how service performance and customer satisfaction were measured and improved through service design interventions.

Process Documentation:

• Candidates are expected to showcase their ability to document and optimize service design and delivery processes, including:
  • Workflow design and optimization for complex solutions.
  • Implementation strategies for new service components and technologies.
  • Performance measurement and analysis of service models against defined KPIs.

📝 Enhancement Note: For a Service Designer role, the portfolio should clearly articulate the candidate's ability to translate complex technical and business requirements into viable, customer-centric service offerings. Emphasis should be on structured thinking, commercial awareness, and clear communication of value.

💵 Compensation & Benefits

Salary Range:

• While a specific salary range is not provided, for a Service Designer with 5-10 years of experience in London, UK, focusing on complex technology solutions, the typical annual salary range is estimated to be between £60,000 and £85,000. This estimate considers the seniority of the role, the specialized nature of 5G technology, the company's standing as BT Group, and the London cost of living.

Benefits:

• Financial:
  • 10% On Target Annual Bonus
  • BT Pension Scheme (minimum 5% employee contribution, 10% BT contribution)
  • X4 Salary Life Assurance
  • Option to join BT Shares Saving Schemes
• Work-Life Balance & Well-being:
  • 25 days annual leave (increasing with service, excluding bank holidays)
  • Equal family leave (18 weeks full pay, 8 weeks half pay, 26 weeks statutory)
  • Enhanced women’s health support (menopause, cancer screenings, period care)
  • 24/7 private virtual GP appointments
  • 2 weeks paid carer’s leave
  • Hybrid working model (3 days in office, 2 days WFH)
• Development & Perks:
  • World-class training and development opportunities
  • Huge range of flexible benefits (Cycle to Work, Healthcare, Season Ticket Loan, Electric Vehicle Salary Sacrifice)
  • Discounted broadband, mobile, and TV packages
  • Access to hundreds of retail discounts (including the BT shop)

Working Hours:

• Standard full-time hours are assumed, likely around 37.5-40 hours per week, with a hybrid working model requiring 3 days in the office and 2 days flexible working from home.

📝 Enhancement Note: The salary estimate is based on industry benchmarks for similar roles in the UK tech and telecommunications sector. The comprehensive benefits package indicates a strong commitment to employee well-being and development.

🎯 Team & Company Context

🏢 Company Culture

Industry: Telecommunications, Technology, Managed Services, Connectivity Solutions. BT Group is a dominant player in the UK telecommunications market, with a significant international presence, providing a wide array of services from consumer broadband to complex enterprise solutions. Company Size: Large Enterprise (BT Group is a global entity with tens of thousands of employees). This size offers stability, extensive resources, and diverse career paths. Founded: 1875. With a long history, BT Group combines established expertise with a forward-looking approach to technology and customer service.

Team Structure:

• The Service Design team is likely part of the broader BT Business or Global Services division, focusing on enterprise and public sector clients.
• It operates within a matrixed bid team structure, collaborating closely with sales, commercial, legal, finance, security, and delivery teams.
• Reporting lines will likely lead to a Head of Service Design or a senior solutions architecture leader.

Methodology:

• Data-Driven Design: Emphasis on using customer data, market insights, and technical feasibility to inform service model creation.
• Agile & Iterative Processes: While bid-driven, the approach to service design may incorporate agile principles for iterative development and refinement.
• Collaborative Problem-Solving: Fostering an environment where cross-functional teams work together to overcome complex challenges and co-create solutions.
• Customer-Centricity: A core tenet is understanding and meeting genuine customer needs to ensure satisfaction and long-term partnership.

Company Website: https://www.bt.com/

📝 Enhancement Note: BT Group's culture emphasizes innovation, customer focus, and social responsibility. As a large, established company, it offers a structured yet dynamic environment for professionals seeking to make a significant impact in the telecommunications sector.

📈 Career & Growth Analysis

Operations Career Level: This role represents a Senior Individual Contributor or a specialized Architect position within the GTM operations or Solutions Architecture function. It requires a blend of technical depth, strategic thinking, and strong client-facing capabilities. Reporting Structure: Typically reports to a Service Design Manager, Head of Solutions Architecture, or a senior GTM Operations lead. Collaboration is extensive across various business units, including Sales, Pre-Sales, Delivery, and Product Management. Operations Impact: The Service Designer directly impacts revenue generation by shaping winning proposals and ensuring the commercial viability and deliverability of complex solutions. Successful service design leads to improved customer satisfaction, retention, and potential for upsell/cross-sell opportunities, all critical GTM and revenue operations metrics.

Growth Opportunities:

• Specialization: Deepen expertise in specific technologies (e.g., advanced 5G applications, IoT, cybersecurity) or customer segments (e.g., specific public sector verticals).
• Leadership: Transition into management roles (e.g., Service Design Manager, Head of Solutions Architecture) or lead larger, more complex bid initiatives.
• Technical Advancement: Pursue advanced certifications (e.g., ITIL Managing Professional, TOGAF) or specialize in areas like enterprise architecture or network design.
• Cross-Functional Moves: Opportunities to move into product management, strategic consulting, or senior delivery roles within BT.

📝 Enhancement Note: The role offers a clear path for growth within BT's extensive structure, allowing for both vertical advancement into leadership and horizontal movement into specialized technical or strategic areas.

🌐 Work Environment

Office Type: BT Group operates a hybrid model, meaning a mix of office-based work and remote work. The office environment is likely designed to foster collaboration, innovation, and client engagement. Office Location(s): While the role is advertised for "Any UK Location Considered," the primary office location mentioned is 1 Braham Street, London. This suggests that employees will be expected to work from this central London office for their designated office days. Workspace Context:

• Collaborative Spaces: Offices will likely feature meeting rooms, project spaces, and informal areas conducive to brainstorming and team collaboration.
• Technology Enabled: Access to modern IT infrastructure, connectivity tools, and demonstration environments to support service design and client presentations.
• Cross-Functional Interaction: The hybrid model and collaborative nature of the role mean frequent interaction with colleagues from diverse departments, fostering a dynamic work environment.

Work Schedule: The role operates on a hybrid model with 3 days in the office and 2 days working from home, offering flexibility while ensuring in-person collaboration. Standard full-time working hours are expected.

📝 Enhancement Note: The hybrid model is a key feature, balancing the need for focused work and collaboration with employee flexibility. Candidates comfortable with this arrangement and potentially commuting to a London office for part of the week should be prepared.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or a recruiter will likely conduct an initial screening to assess basic qualifications, cultural fit, and understanding of the role.
• Hiring Manager Interview: A detailed discussion with the hiring manager focusing on experience, technical skills, and alignment with the team's needs. This will likely delve into specific examples from your career.
• Technical/Service Design Assessment: This could involve a case study, a presentation of your portfolio, or a technical challenge designed to evaluate your service design methodology, problem-solving skills, and understanding of 5G and complex solutions.
• Stakeholder/Panel Interview: Interviews with key stakeholders from sales, delivery, or senior management to assess collaboration skills, commercial acumen, and ability to influence at senior levels.
• Final Interview/Offer: A concluding discussion, potentially with a senior leader, before an offer is extended.

Portfolio Review Tips:

• Structure for Impact: Organize your portfolio logically, perhaps by project type or by showcasing the end-to-end service design process. Use clear headings and concise descriptions.
• Tell a Story: For each case study, outline the customer's challenge, your role and approach, the proposed service solution, the key stakeholders involved, the negotiation points, and the measurable outcomes (e.g., contract win, improved customer satisfaction, increased revenue).
• Quantify Achievements: Whenever possible, use numbers and data to demonstrate the impact of your work. For example, "Designed a service model that reduced implementation time by 15%" or "Secured a £5M contract by architecting a bespoke connectivity solution."
• Highlight 5G & Complexity: Specifically showcase projects involving advanced technologies like 5G, complex integrations, or large-scale enterprise solutions.
• Demonstrate Commerciality: Include examples that show your understanding of commercial propositions, pricing strategies, and risk assessment.
• Prepare for Presentation: Be ready to walk through 1-2 key portfolio pieces in detail, explaining your thought process, challenges faced, and how you achieved success.

Challenge Preparation:

• Service Design Case Study: Expect a scenario where you need to design a service for a hypothetical client with specific needs related to 5G, IoT, or other advanced connectivity. Focus on defining SLAs, operational processes, and commercial considerations.
• Bid Scenario: You might be asked to outline your approach to leading the service design workstream for a complex bid, including how you would collaborate with different teams and manage customer expectations.
• Stakeholder Management Scenarios: Prepare answers for questions about how you would handle disagreements with sales, influence reluctant stakeholders, or manage difficult customer negotiations.

📝 Enhancement Note: The interview process is designed to rigorously assess not only technical skills but also commercial judgment, stakeholder influence, and the ability to operate effectively within BT's complex GTM environment. A well-prepared portfolio is crucial.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design Tools: Proficiency with diagramming tools like Visio, Lucidchart, or Miro for creating service blueprints, process flows, and architecture diagrams.
• Collaboration Platforms: Experience with Microsoft Teams, Slack, or similar for team communication and project coordination.
• Project Management Software: Familiarity with tools like Jira, Asana, or Trello for task management and tracking within bid cycles.
• Presentation Software: Advanced skills in PowerPoint or Google Slides for creating compelling client proposals and presentations.

Analytics & Reporting:

• CRM Systems: Experience with Salesforce or Microsoft Dynamics for understanding customer needs and sales pipeline context.
• Data Analysis Tools: Basic proficiency in Excel for data manipulation and analysis related to costings, forecasting, and SLA metrics.
• Reporting Tools: Familiarity with business intelligence tools (e.g., Tableau, Power BI) may be beneficial for understanding performance data, though not explicitly stated as a requirement.

CRM & Automation:

• CRM Integration Knowledge: Understanding how service design integrates with CRM systems to ensure seamless customer data flow from pre-sales to delivery.
• Workflow Automation Concepts: Awareness of how automation can be applied to service delivery processes to improve efficiency and reduce manual effort.

📝 Enhancement Note: While specific tools aren't listed, the role implies a need for strong visualization, collaboration, and presentation tools. Familiarity with enterprise-level CRM and project management systems is expected given BT's scale.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A deep commitment to understanding and meeting customer needs, ensuring that service designs deliver tangible value and enhance customer experience.
• Innovation: Encouraging creative thinking and the adoption of new technologies and methodologies to solve complex problems and stay ahead of market trends.
• Collaboration: Fostering a team-oriented environment where diverse perspectives are valued, and cross-functional cooperation is essential for success.
• Integrity & Accountability: Upholding high ethical standards and taking ownership of commitments, from proposal development to service delivery promises.
• Efficiency & Continuous Improvement: A drive to optimize processes, reduce waste, and consistently enhance the effectiveness and delivery of services.

Collaboration Style:

• Cross-Functional Integration: Actively engages with sales, commercial, legal, finance, security, and delivery teams to ensure holistic solution design and buy-in.
• Partnership Approach: Works collaboratively with customers and third-party partners to co-create solutions and negotiate mutually beneficial terms.
• Open Communication: Encourages transparent and regular communication, providing clear rationale for design decisions and actively seeking feedback.
• Knowledge Sharing: Contributes to the collective knowledge base by sharing best practices, lessons learned, and innovative approaches within the Service Design function and wider GTM teams.

📝 Enhancement Note: BT Group's stated values of diversity, inclusion, and making a positive impact are likely to permeate the team culture, emphasizing respect, teamwork, and a shared sense of purpose.

⚡ Challenges & Growth Opportunities

Challenges:

• Complexity of Solutions: Designing services for highly complex, multi-faceted 5G-enabled solutions requires deep technical understanding and rigorous problem-solving.
• Balancing Stakeholder Needs: Effectively managing the competing priorities of customers, sales, commercial, legal, and delivery teams to achieve consensus on service models.
• Rapid Technological Evolution: Keeping pace with the fast-changing landscape of 5G and related technologies to ensure designs are future-proof and innovative.
• Navigating Large Organizations: Working within a large enterprise like BT Group requires strong navigation skills to engage the right people and resources effectively.
• Commercial Viability: Ensuring that innovative service designs are also commercially sound, deliverable within budget, and meet profitability targets.

Learning & Development Opportunities:

• Advanced ITIL Certifications: Opportunity to progress to ITIL Managing Professional, deepening expertise in service management frameworks.
• 5G & Future Tech Training: Access to continuous learning resources and training on emerging technologies relevant to BT's strategic direction.
• Leadership Development Programs: Participation in BT's leadership training to hone skills in team management, strategic planning, and executive communication.
• Mentorship: Potential to be mentored by senior architects or leaders within BT Group, gaining insights into career progression and strategic decision-making.
• Industry Exposure: Opportunities to attend industry conferences and forums to stay abreast of market trends and network with peers.

📝 Enhancement Note: The challenges presented are typical for senior roles in a rapidly evolving tech environment, offering significant opportunities for professional growth and skill enhancement.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to design a service for a highly complex, non-standard customer requirement. What was your process, what were the key challenges, and what was the outcome?" (Focus on structured design, stakeholder engagement, and problem-solving).
• "How do you balance commercial competitiveness with deliverability and customer satisfaction in your service designs?" (Demonstrate commercial acumen and understanding of trade-offs).
• "Walk me through your approach to leading the service design workstream within a major bid. How do you ensure alignment across different teams (Sales, Legal, Finance, Delivery)?" (Highlight leadership, collaboration, and process management skills).
• "How do you stay current with emerging technologies like 5G and their potential applications in enterprise solutions?" (Showcase continuous learning and forward-thinking).

Company & Culture Questions:

• "What do you know about BT Group's strategy regarding 5G and enterprise solutions?" (Research BT's recent announcements, market position, and strategic priorities).
• "How would you contribute to BT's culture of innovation and customer-centricity in this role?" (Align your values and past experiences with BT's stated culture).
• "Describe a situation where you had to influence senior stakeholders who were resistant to your proposed service design. How did you handle it?" (Demonstrate persuasive communication and negotiation skills).

Portfolio Presentation Strategy:

• Select 2-3 Strongest Cases: Choose examples that best represent your experience with complex solutions, 5G technology, and successful bid outcomes.
• Quantify Impact: For each case, clearly articulate the business problem, your solution, the key metrics of success (e.g., contract value, SLA adherence, customer satisfaction scores), and your specific contribution.
• Explain Your Process: Be prepared to detail your methodology, including how you gathered requirements, collaborated with teams, managed risks, and negotiated terms.
• Focus on Value: Emphasize how your service designs directly contributed to BT's business objectives (winning bids, increasing revenue, improving customer loyalty).

📝 Enhancement Note: Preparation should focus on demonstrating a holistic understanding of service design as a critical component of GTM strategy, highlighting not just technical capability but also commercial awareness and stakeholder influence.

📌 Application Steps

To apply for this operations position:

• Submit your application through the official BT Group careers portal via the provided URL.
• Tailor Your Resume: Highlight specific experience in service design, 5G technologies, complex solution architecture, bid support, stakeholder management, and commercial negotiation. Use keywords from the job description.
• Prepare Your Portfolio: Curate 2-3 impactful case studies that showcase your ability to design, propose, and negotiate complex service solutions. Ensure clear articulation of challenges, your approach, and measurable outcomes.
• Research BT Group: Understand BT's current market position, its enterprise solutions portfolio, its focus on 5G, and its company values to tailor your application and interview responses.
• Practice Presentation: Rehearse presenting your portfolio highlights and answering common interview questions related to service design, GTM strategy, and stakeholder management.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.