Lead Service Design Manager

📍 Job Overview

Job Title: Lead Service Design Manager

Company: BAE Systems

Location: Preston, Lancashire, United Kingdom

Job Type: Full-time

Category: Operations Management / Service Design

Date Posted: 2026-08-04

Experience Level: 5-10 years

Remote Status: Hybrid

🚀 Role Summary

• Lead and manage a team of Service Design Managers, overseeing their project assignments and ensuring efficient workload distribution.

• Act as a critical gatekeeper for services transitioning into operational support, ensuring maturity and successful acceptance at Operation Readiness Reviews.

• Drive continuous improvement within the Service Design methodology and best practices to enhance service delivery and operational efficiency.

• Provide crucial support and financial estimates for Service resources to Project Managers, informing project budgets and strategic planning.

• Ensure high-quality Service Design Packs and other team deliverables are reviewed and approved, maintaining standards for new service introductions.

📝 Enhancement Note: This role sits within BAE Systems' Enterprise IT transformation, specifically in Shared Services, indicating a focus on modernizing IT operations and service delivery. The "Lead" in the title suggests a significant management and strategic responsibility, requiring a blend of technical oversight, process improvement, and people leadership within the operations function.

📈 Primary Responsibilities

• Manage and mentor a team of Service Design Managers, conducting regular 1:1s, performance reviews, and development discussions to foster professional growth.

• Oversee the assignment of work to the Service Design team, ensuring equitable distribution and optimal utilization of resources across multiple projects.

• Review and refine the Service Design methodology and best practices, actively contributing to a culture of continuous improvement and operational excellence.

• Support Project Managers by providing accurate financial estimates for Service resources, enabling informed project budgeting and resource allocation decisions.

• Generate and present regular project status updates and risk reports to the Head of Service Transition, ensuring transparency and proactive issue management.

• Review and approve all team deliverables, including comprehensive Service Design Packs, to ensure they meet established quality and operational standards.

• Conduct User Experience (UX) assessments and provide expert input to ensure services are user-centric and intuitive.

• Offer Senior Service Design Manager support to strategic partner projects, contributing expertise to complex initiatives (estimated to be up to 50% of capacity).

• Provide assurance and oversight for strategic partner projects, ensuring alignment with BAE Systems' operational and technical standards.

📝 Enhancement Note: The responsibility for acting as a "gatekeeper for services entering operational support" highlights a critical quality assurance function. This implies the need for robust process definition, clear acceptance criteria, and strong collaboration with both project delivery teams and operational support teams to ensure a seamless transition.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's degree in Information Technology, Computer Science, Engineering, Business Management, or a related field is typically expected for a Lead Manager role. Relevant certifications will be highly valued.

Experience: A minimum of 5-10 years of progressive experience in IT service management, with a significant portion focused on service design, transition, and team leadership. Experience within a large, complex organization, particularly in defence, aerospace, or similar regulated industries, is highly advantageous.

Required Skills:

• Detailed knowledge of service design principles and methodologies, specifically including the ITIL Service Design Package (SDP) framework.

• Excellent understanding and practical application of ITIL processes (e.g., Incident Management, Problem Management, Change Management, Service Level Management).

• Strong technical understanding of end-user devices and systems (e.g., desktops, laptops, tablets, mobile devices) and the back-office infrastructure that supports them.

• Proven experience working within an Agile development environment, including familiarity with tools like JIRA and Confluence for project tracking and collaboration.

• A clear and demonstrable understanding of User Experience (UX) principles and user-centered design methodologies.

• Experience in managing and developing a team, including performance management, coaching, and workload allocation.

• Proficiency in risk reporting and providing assurance for complex projects. Preferred Skills:

• Formal ITIL certification (e.g., ITIL Foundation, ITIL Intermediate, ITIL Expert).

• Experience in budget management and resource estimation for service delivery projects.

• Familiarity with defence, aerospace, or security industry specific operational requirements and compliance standards.

• Advanced technical knowledge of cloud services and their integration into enterprise IT environments.

• Experience with process automation tools and techniques.

📝 Enhancement Note: The emphasis on ITIL and Agile, coupled with technical knowledge of end-user devices and back-office systems, points to a role that bridges traditional IT service management with modern development practices. The requirement for UX understanding indicates a focus on the end-user impact of IT services.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase evidence of successfully managing and developing a team, including examples of performance improvement initiatives and team development strategies.

• Present case studies demonstrating your involvement in designing and transitioning complex IT services into operational support, highlighting your role in the Service Design Package (SDP) creation.

• Provide examples of how you have applied ITIL principles and Agile methodologies to improve service delivery processes and operational efficiency.

• Illustrate your ability to assess and improve User Experience, with examples of user-centered design implementations and their impact.

• Demonstrate experience in managing project assignments and resource allocation, with examples of how you've ensured team capacity and balanced workloads. Process Documentation:

• Documented examples of your contributions to refining or creating Service Design methodologies and best practices.

• Evidence of implementing continuous improvement initiatives within a Service Design or IT Operations context.

• Examples of process documentation for service transition, including operational readiness reviews and acceptance criteria.

• Demonstrations of how you have used JIRA and Confluence for process management, workflow tracking, and team collaboration.

📝 Enhancement Note: For a Lead Service Design Manager role, a portfolio should clearly articulate leadership capabilities, strategic thinking, process ownership, and the ability to drive measurable improvements in service delivery. Emphasis should be placed on how the candidate has managed teams and complex projects to ensure successful operationalization of IT services.

💵 Compensation & Benefits

Salary Range: Up to £72,000 per annum, dependent on experience.

Benefits:

• Hybrid and flexible working arrangements to support work-life balance.

• Opportunities for lifelong learning and professional development.

• Comprehensive support for financial and personal wellbeing.

• A focus on promoting a balanced lifestyle.

• Participation in a strong sense of shared purpose and a supportive culture.

• Recognition for contributions and rewards tailored to individual needs.

Working Hours: While not explicitly stated, the standard working hours for a full-time role in the UK are typically 37-40 hours per week. The hybrid nature of the role allows for some flexibility, with team meetings requiring presence on-site in Preston once a month.

📝 Enhancement Note: The stated salary of up to £72,000 aligns with a Lead Manager position in the UK, particularly within a large, established organization like BAE Systems, considering the experience level (5-10 years) and the specialized nature of service design management. This figure is competitive for a hybrid role in the Preston/Frimley area.

🎯 Team & Company Context

🏢 Company Culture

Industry: Defence, Aerospace, and Security. BAE Systems is a global leader in these sectors, providing advanced technology-led solutions. This industry context implies a strong emphasis on security, reliability, precision, and compliance.

Company Size: BAE Systems is a large, multinational corporation with a significant global presence, employing tens of thousands of people. This scale means operations roles often involve complex, enterprise-level systems and processes, with opportunities for broad impact and exposure.

Founded: BAE Systems has a long history, with roots tracing back to the early 19th century, though the modern company was formed through mergers and acquisitions over many years. This heritage suggests a stable, established organization with a deep understanding of its markets.

Team Structure:

• The Service Design team is part of Shared Services within Enterprise IT, which is undergoing a transformation. The team is led by the Head of Service Transition.

• The Lead Service Design Manager will directly manage a team of Service Design Managers.

• Collaboration is expected with Project Managers, Project Teams, and Operational Support teams to ensure smooth service transitions.

• The role requires assurance for strategic partner projects, indicating a high level of cross-functional engagement. Methodology:

• The team operates within an Agile environment, utilizing tools like JIRA and Confluence.

• Service design is guided by ITIL principles, with a focus on creating mature and well-tested services.

• User experience and user-centered design are key considerations.

• Continuous improvement is a core tenet, with a focus on refining methodologies and best practices.

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

📝 Enhancement Note: BAE Systems' position in the defence, aerospace, and security sectors means that operations roles, including this one, will likely operate under stringent security protocols and compliance requirements. The ongoing Enterprise IT transformation suggests a dynamic environment focused on modernization and efficiency, offering significant opportunities for individuals who can drive change.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Lead Manager, indicating a senior-level position within the operations and service design function. It involves direct people management, strategic oversight of service transition processes, and significant influence over the operational readiness of new services.

Reporting Structure: The Lead Service Design Manager reports directly to the Head of Service Transition. This places the role within the broader Service Transition and Operations framework, with clear lines of accountability and strategic direction.

Operations Impact: The role has a direct impact on the successful integration and ongoing support of IT services critical to BAE Systems' operations. By ensuring services are mature and well-designed before entering support, the role contributes to system stability, user productivity, and ultimately, the company's ability to deliver on its core defence, aerospace, and security objectives.

Growth Opportunities:

• Leadership Development: Significant opportunities to hone people management skills, lead a team through transformation, and develop strategic leadership capabilities within a large enterprise.

• Process Optimization Expertise: Deepen expertise in ITIL, Agile, and Service Design methodologies by leading improvements and implementing best practices during a period of significant IT change.

• Strategic Project Involvement: Gain exposure to and influence over high-impact projects within the defence and aerospace sectors, potentially leading to roles with broader scope or strategic responsibility.

• Mentorship and Training: Potential to mentor junior members of the Service Design team and benefit from BAE Systems' commitment to lifelong learning and professional development programs.

• Career Advancement: Potential pathways to roles such as Head of Service Transition, Head of Operations, or senior roles within IT Transformation or Service Delivery.

📝 Enhancement Note: Given the ongoing transformation of Enterprise IT at BAE Systems, this role offers a unique opportunity to shape the future of service delivery. The combination of leadership, process improvement, and strategic project involvement makes it a strong stepping stone for further career progression within the company's extensive operations and technology divisions.

🌐 Work Environment

Office Type: Hybrid. The role requires team meetings to be held on-site in Preston once a month, with the primary work location being either Preston or Frimley. This indicates a blend of remote work flexibility and in-person collaboration.

Office Location(s): Preston and Frimley, United Kingdom. These locations are established BAE Systems sites, likely offering professional office environments with necessary infrastructure for IT operations and management.

Workspace Context:

• Collaborative Environment: The hybrid model encourages collaboration through scheduled in-person meetings, while remote work allows for focused individual tasks. The team culture is described as friendly and supportive.

• Tools & Technology: Access to standard enterprise IT tools, including JIRA and Confluence for project management and collaboration. The role requires familiarity with end-user devices and back-office systems, implying access to relevant IT infrastructure and support.

• Team Interaction: Regular team meetings (monthly on-site) and 1:1s with direct reports and the Head of Service Transition facilitate ongoing interaction and communication.

Work Schedule: Standard full-time working hours, likely 37-40 hours per week, with the flexibility offered by the hybrid work arrangement. This schedule allows for effective management of team workloads and project timelines while accommodating personal needs.

📝 Enhancement Note: The hybrid nature of this role is a key feature, offering flexibility while maintaining essential in-person collaboration for team building and strategic alignment. The monthly on-site requirement in Preston is a specific detail that applicants should note for planning purposes.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a review of your CV and application by HR or a recruiter to assess basic qualifications and experience.

• Hiring Manager Interview: A discussion focused on your experience in team management, service design, ITIL, Agile, and your understanding of user experience. Be prepared to discuss your leadership style and approach to managing a team.

• Technical/Case Study Interview: This may involve a technical assessment or a case study related to service design, transition, or team management challenges. You might be asked to present a solution or discuss how you would handle a specific scenario.

• Panel Interview: Potentially a final interview with senior stakeholders, including the Head of Service Transition and possibly peers or cross-functional leads, to assess cultural fit, strategic thinking, and overall suitability for the role.

Portfolio Review Tips:

• Showcase Leadership: Highlight instances where you successfully managed, mentored, and developed a team. Quantify team achievements and improvements under your leadership.

• Service Design Impact: Present clear case studies of services you've overseen through the design and transition process. Detail your specific contributions to the Service Design Package (SDP) and how you ensured operational readiness.

• Process Improvement Examples: Provide concrete examples of how you've applied ITIL and Agile to optimize processes, improve efficiency, and enhance service quality. Use metrics to demonstrate impact.

• User-Centricity: Illustrate your understanding and application of User Experience principles with tangible examples and their positive outcomes.

• Problem-Solving: Prepare to discuss how you've handled challenges related to project timelines, resource constraints, or technical issues in service transition.

Challenge Preparation:

• Scenario-Based Questions: Expect questions asking how you would manage a team member underperforming, resolve a conflict between project delivery and operations, or handle a critical service failure during transition.

• Process Design Exercise: You might be asked to outline the steps for designing a new IT service or improving an existing transition process, detailing key considerations and deliverables.

• Strategic Thinking: Prepare to discuss your vision for service design within an evolving IT landscape and how you would contribute to BAE Systems' Enterprise IT transformation.

• Presentation Skills: Practice articulating your experience and solutions concisely and effectively, especially for any portfolio presentation or case study discussion.

📝 Enhancement Note: Given the seniority and team management aspect of this role, expect interview questions to heavily focus on leadership, strategic thinking, and your ability to drive process improvements within a complex organizational structure. The portfolio should serve as tangible evidence of these capabilities.

🛠 Tools & Technology Stack

Primary Tools:

• ITIL Framework: Deep understanding and application of ITIL processes, particularly Service Design, Service Transition, and Service Operations.

• Agile Project Management Tools: JIRA and Confluence are explicitly mentioned, indicating their importance for workflow management, collaboration, and documentation.

• Service Design Tools: While not specified, tools for diagramming (e.g., Visio, Lucidchart), process mapping, and potentially user journey mapping are likely used.

• End-User Device & System Knowledge: Familiarity with the architecture and management of desktops, laptops, tablets, mobile devices, and associated back-office systems.

Analytics & Reporting:

• Service Design Package (SDP) Components: Understanding of the elements that constitute a complete SDP, including service blueprints, SLAs, capacity plans, and security requirements.

• Risk Reporting Tools: Experience with tools or methods for tracking, assessing, and reporting project risks, potentially integrated with project management software.

• Performance Metrics: Ability to define, track, and report on key performance indicators (KPIs) related to service design and transition success, such as time-to-market, operational readiness scores, and initial incident rates.

CRM & Automation:

• Enterprise IT Systems: General familiarity with enterprise-level IT systems and infrastructure management tools is expected.

• Workflow Automation: While not explicitly stated as a requirement, an understanding of how automation can streamline service design and transition processes would be beneficial.

📝 Enhancement Note: The emphasis on ITIL and Agile tools like JIRA/Confluence suggests a need for proficiency in managing structured workflows and collaborating digitally. Technical knowledge of end-user devices implies a practical understanding of the components that make up the IT services being designed and transitioned.

👥 Team Culture & Values

Operations Values:

• Excellence & Precision: Reflecting BAE Systems' core industries, there's an implicit value placed on high-quality, reliable, and precise execution in all operations.

• Continuous Improvement: The role explicitly involves reviewing and developing best practices, aligning with a culture that seeks ongoing enhancement of processes and service delivery.

• Collaboration & Teamwork: Described as a friendly and supportive team environment, emphasizing the importance of working together effectively, especially during the hybrid work model.

• Security & Responsibility: Given the industry, a strong sense of responsibility and adherence to security protocols are paramount in all operational activities.

• User Focus: A clear emphasis on User Experience and user-centered design indicates that the end-user's needs and satisfaction are central to the team's objectives.

Collaboration Style:

• Cross-Functional Integration: The role necessitates close collaboration with Project Managers, Project Teams, and Operational Support to ensure seamless service transitions.

• Constructive Feedback: The continuous improvement aspect suggests an environment where constructive feedback is shared and acted upon, fostering professional growth.

• Knowledge Sharing: The nature of managing multiple projects and complex services likely encourages knowledge sharing within the team to leverage collective expertise.

• Proactive Communication: Regular reporting and assurance activities require proactive and clear communication with stakeholders at various levels.

📝 Enhancement Note: BAE Systems' culture, shaped by its defence and aerospace focus, likely prioritizes integrity, safety, and a commitment to delivering critical solutions. Within the IT operations function, this translates to a disciplined approach to process, a strong emphasis on quality, and a collaborative spirit to tackle complex challenges.

⚡ Challenges & Growth Opportunities

Challenges:

• Managing a Team Through Transformation: Leading a Service Design team during a period of Enterprise IT transformation requires adaptability, clear communication, and the ability to inspire and guide the team through change.

• Balancing Project Demands: With team members managing 5-10 projects concurrently, effectively balancing workloads, prioritizing tasks, and managing stakeholder expectations will be a continuous challenge.

• Ensuring Operational Readiness: Acting as a gatekeeper for services entering support demands rigorous validation and potentially difficult decisions to delay service introductions if they don't meet maturity standards.

• Keeping Pace with Technology: The rapid evolution of end-user devices, back-office systems, and IT service management practices requires continuous learning and adaptation.

• Security and Compliance: Navigating the stringent security and export control restrictions inherent in BAE Systems' industries adds a layer of complexity to all IT operations.

Learning & Development Opportunities:

• Advanced ITIL & Service Design: Opportunities to deepen expertise in advanced ITIL modules and refine service design strategies in a large-scale enterprise context.

• Leadership and Management Training: BAE Systems' commitment to lifelong learning likely includes formal programs for leadership development, team management, and strategic planning.

• Industry-Specific Knowledge: Gaining in-depth understanding of the unique operational and technological demands of the defence, aerospace, and security sectors.

• Exposure to Transformation Projects: Direct involvement in significant IT transformation initiatives offers invaluable experience in change management and modernizing enterprise IT.

• Mentorship: The opportunity to be mentored by senior leaders within BAE Systems and to mentor junior team members, fostering a growth mindset.

📝 Enhancement Note: The challenges presented are significant but directly correlate with the growth opportunities. Successfully navigating these will equip the Lead Service Design Manager with highly sought-after skills in change leadership, complex project management, and enterprise-scale IT operations, particularly within regulated industries.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to managing and motivating a team of Service Design Managers, especially during a period of significant organizational change." (Focus on leadership style, development strategies, and communication during transformation.)

• "How do you ensure that services entering operational support are mature, well-tested, and meet all defined acceptance criteria? Walk me through your process for operational readiness reviews." (Emphasize your gatekeeping role, quality assurance, and collaboration with support teams.)

• "Given a new service with a tight deadline, how would you assess its readiness for operational support, and what steps would you take if it fell short of the required standards?" (Demonstrate your decision-making process, risk assessment, and mitigation strategies.) Company & Culture Questions:

• "What interests you about BAE Systems and our work in the defence, aerospace, and security sectors?" (Research company values, recent projects, and express genuine interest in contributing to their mission.)

• "How do you foster a collaborative and supportive team environment, particularly in a hybrid work setting?" (Provide examples of team-building activities, communication strategies, and how you encourage cross-functional teamwork.)

• "How do you ensure your team's work aligns with broader business objectives and contributes to the success of Enterprise IT transformation?" (Showcase your understanding of strategic alignment and impact measurement.) Portfolio Presentation Strategy:

• Structure: Organize your portfolio around key responsibilities: Team Leadership, Service Design & Transition, Process Improvement, and User Experience. Use clear headings and concise descriptions.

• Case Studies: For each major project or initiative, use the STAR method (Situation, Task, Action, Result) to detail your role, the challenges faced, the actions taken, and the quantifiable outcomes.

• Metrics: Quantify your achievements wherever possible. For example, "Reduced service transition time by X%", "Improved operational acceptance rates by Y%", "Managed a team of Z individuals responsible for N projects."

• Visuals: Include diagrams, process flows, or screenshots where appropriate to illustrate complex concepts or your contributions to documentation like Service Design Packs.

• Tailoring: Emphasize how your experience and approach align with BAE Systems' specific needs, such as their focus on defence/aerospace, IT transformation, and hybrid work model.

📝 Enhancement Note: Prepare specific examples that demonstrate your leadership in managing operational processes, your ability to influence project outcomes, and your commitment to quality and continuous improvement. The interview will likely probe your strategic thinking and ability to operate within a large, complex, and regulated organization.

📌 Application Steps

To apply for this operations position:

• Submit your application through the BAE Systems careers portal (https://baesystems.taleo.net/careersection/2/jobdetail.ftl?job=00137506&lang=en).

• Tailor Your CV: Highlight experience in ITIL, Agile, team management, service design, user experience, and any experience within defence, aerospace, or similar regulated industries. Use keywords from the job description.

• Prepare Your Portfolio: Curate examples showcasing your leadership, process improvement initiatives, successful service transitions, and user-centric design contributions. Quantify your achievements with metrics.

• Research BAE Systems: Understand their mission, values, current projects, and the context of their Enterprise IT transformation. This will help you articulate your interest and align your experience with their strategic goals.

• Practice Interview Responses: Prepare answers to common interview questions, focusing on behavioural examples using the STAR method, and be ready to discuss your leadership philosophy and approach to service design and transition challenges.

⚠️ 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.