Service Design Manager

📍 Job Overview

Job Title: Service Design Manager

Company: Indra Group UK & Ireland

Location: Redhill, England, United Kingdom

Job Type: CONTRACTOR

Category: Service Design & Transition Operations

Date Posted: 2026-08-04

Experience Level: Mid-Senior Level (5-10 years)

Remote Status: Hybrid

🚀 Role Summary

• Drive the definition and continuous improvement of the Service Design and Service Transition Plan, ensuring strict alignment with contractual obligations and TfL governance frameworks.

• Lead the comprehensive development of end-to-end service designs, encompassing service design principles, robust change management protocols, rigorous testing strategies, seamless transition processes, and efficient decommissioning procedures.

• Champion the implementation of safe, controlled changes that minimize disruption to live services and end-users, ensuring business continuity and optimal customer experience.

• Establish and manage critical service acceptance criteria, detailed system impact assessments, and meticulous traceability from initial business requirements through to final delivery and testing phases.

• Foster strong collaboration across multiple suppliers and interfacing parties to ensure integrated service design and unambiguous accountability throughout the entire operational ecosystem.

📝 Enhancement Note: This role is crucial for managing the operational integrity and evolution of a critical public transport revenue collection system. The emphasis on contractual compliance, multi-supplier coordination, and end-to-end service lifecycle management indicates a strategic operational function vital for maintaining service levels and driving future enhancements.

📈 Primary Responsibilities

• Define, maintain, and continuously improve the Service Design and Service Transition Plan, ensuring alignment with contractual requirements and TfL governance.

• Lead the development of end-to-end service designs covering service design, change management, testing, transition, and decommissioning processes.

• Ensure all service designs support safe, controlled implementation of changes, minimizing disruption to live services and customers.

• Define and manage service acceptance criteria, system impact assessments, and traceability from business requirements through to delivery and testing.

• Coordinate across suppliers and interfacing parties to ensure integrated service design and clear accountability across the ecosystem.

• Ensure that all service designs meet business objectives, quality, compliance, security, and cost requirements.

• Oversee production and governance of all service design artefacts, including high-level and low-level designs, support models, and documentation for assurance.

• Ensure services are designed for resilience, scalability, supportability, and minimal operational impact, including avoidance of single points of failure.

• Lead the service assurance process, ensuring all design, development, testing, and release stages are completed and approved prior to deployment.

• Lead the Change Advisory Board (CAB) process, ensuring all service design aspects of proposed Changes are adequately defined, assessed, and approved.

• Drive operational readiness and service transition, including release management, deployment, training, early life support, and successful embedding into live operations.

📝 Enhancement Note: The responsibilities highlight a deep engagement with IT Service Management (ITSM) best practices, particularly within the ITIL framework. The emphasis on CAB leadership, service assurance, and operational readiness points to a role that bridges the gap between project delivery and ongoing operational stability, requiring a strong understanding of how technical changes impact business operations.

🎓 Skills & Qualifications

Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline (or equivalent practical experience).

Experience:

• Proven experience in service design and service transition within large-scale, complex IT or systems integration programmes.

• Strong experience in end-to-end service lifecycle, including design, testing, change management, and transition.

• Demonstrable experience producing and managing service design artefacts, including option analysis, impact assessments, high-level designs, low-level designs, and service documentation.

• Experience defining and managing service acceptance criteria, traceability matrices, and assurance processes.

• Strong knowledge of multi-supplier environments and interface management, with the ability to coordinate across multiple parties.

• Solid understanding of non-functional requirements, including security, resilience, performance, and scalability.

• Experience in risk identification, management, and mitigation within service design and transition activities.

• Strong knowledge of ITIL and ISO 20000 principles, particularly in service design, service transition, and continual improvement.

• Strong governance and documentation skills, with experience supporting formal assurance, approvals, and audits.

• Excellent stakeholder management and communication skills, with the ability to engage effectively with TfL, interfacing parties, suppliers, and technical teams. Required Skills:

• Service Design & Strategy: Ability to define and implement comprehensive service design frameworks.

• Service Transition Management: Expertise in managing the transition of services into live operational environments.

• ITIL & ISO 20000 Proficiency: Deep understanding and practical application of ITIL v4 and ISO 20000 standards.

• Change Management Leadership: Experience leading Change Advisory Boards (CAB) and managing the change lifecycle.

• Stakeholder Engagement: Proven ability to manage and communicate effectively with diverse stakeholders, including clients, suppliers, and technical teams.

• Systems Integration Understanding: Knowledge of how to integrate services across multiple systems and suppliers.

• Risk Management: Capability to identify, assess, and mitigate risks within service design and transition.

• Technical Documentation: Proficiency in creating and managing design artefacts, process documentation, and assurance reports. Preferred Skills:

• ITIL 4 Certification (Foundation minimum, advanced level preferred).

• Familiarity with ISO 20000 or equivalent IT Service Management standards.

• Domain experience in Transport and mobility systems, particularly ticketing / Revenue Collection Systems (e.g., EMV contactless, Oyster, or equivalent fare systems).

• Experience in large public-sector or safety-critical environments.

• Experience with complex systems integration and third-party interface testing.

• Knowledge of Accreditation and compliance-driven programmes (e.g., PCI, regulatory).

📝 Enhancement Note: The emphasis on ITIL and ISO 20000, coupled with specific domain experience in transport ticketing systems, suggests that candidates with a proven track record in regulated or public-facing service operations will be highly valued. The need for strong governance and documentation underscores the importance of meticulous record-keeping and adherence to established processes in this role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Service Design Frameworks: Showcase examples of established or improved service design frameworks, detailing their components, governance, and impact on service delivery.

• Transition Plans & Execution: Present case studies of successful service transition plans, highlighting key phases, risk mitigation strategies, and successful handover to operations.

• Service Design Artefacts: Include anonymized samples of high-level and low-level designs, support models, impact assessments, and traceability matrices that demonstrate a thorough approach to solution design.

• Process Optimization Examples: Provide evidence of how service design principles were used to improve operational efficiency, reduce costs, enhance resilience, or improve customer experience.

• Assurance & Governance Documentation: Demonstrate experience with formal assurance processes, including documentation for approvals, audits, and compliance checks within a structured environment.

Process Documentation:

• Workflow Design & Optimization: Detail your approach to mapping and optimizing end-to-end service workflows, from initial request to service retirement, focusing on efficiency and clarity.

• Implementation & Automation Methods: Describe methodologies used for implementing new services or changes, including strategies for automation where applicable to streamline transition and operational processes.

• Measurement & Performance Analysis: Explain how you define, track, and report on key performance indicators (KPIs) related to service design and transition, demonstrating a data-driven approach to continuous improvement.

📝 Enhancement Note: For this role, a portfolio should strongly emphasize tangible outcomes from service design and transition initiatives. Candidates should be prepared to articulate the "why" behind their process choices, demonstrating how they align with business objectives, contractual requirements, and operational stability. Focusing on how documentation facilitated assurance and approval processes will be key.

💵 Compensation & Benefits

Salary Range: As this is a contractor position with a fixed term contract (FTC) of 17 months, the salary will be commensurate with experience and market rates for a Service Design Manager in the Redhill, UK area. Based on industry benchmarks for similar roles in the UK technology and systems integration sector, a competitive day rate or annualized equivalent is expected. For a mid-senior level role with specialized ITIL/ISO 20000 expertise and experience in complex programmes, a range of £60,000 - £85,000 per annum (or equivalent daily rate) would be a reasonable expectation, subject to negotiation and specific experience.

Benefits:

• Holidays: 25 days per annum + 8 days bank holidays (with options to buy/sell days).

• Pension: 4% employee contribution and 4% employer contribution.

• Private Medical Insurance: Comprehensive coverage, including dental and optical care.

• Life Assurance: Financial support for beneficiaries in case of passing.

• Income Protection: Provides a percentage of salary if unable to work due to illness or injury.

• Cycle to Work Scheme: Facilitates purchasing bicycles and accessories tax-efficiently.

• Employee Assistance Programs: Confidential support services for personal and professional issues.

• Flexible/Remote Working Options: Offers a hybrid working model, allowing for a blend of office and remote work.

• Social Events: Opportunities for formal and informal team and company gatherings.

• Learning and Development Programs: Access to training, courses, and resources for professional growth.

Working Hours: The role is based on a standard 40-hour work week. While the position is hybrid, specific days in the office may be required for collaboration and team engagement, particularly during critical project phases or CAB meetings. Flexible working arrangements are available within the hybrid model.

📝 Enhancement Note: The salary estimate is based on typical contractor rates for a specialized role in the UK market, considering the experience level and required certifications. The provided benefits package is standard for a full-time employee contract, and while this is a contractor role, some benefits like holiday allowance and pension may be pro-rated or managed through a limited company structure depending on the specific contract terms.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology and Consulting, with a strong focus on Transport and Defence markets. Indra is a global leader in providing proprietary solutions for core business operations, emphasizing Digital Transformation Consultancy and Information Technologies.

Company Size: 60,000+ employees globally, indicating a large, established organization with diverse capabilities and project scopes. This size suggests ample resources, structured processes, and opportunities for cross-functional collaboration.

Founded: Indra's history and founding date are not explicitly provided, but its significant global presence and revenue figures indicate a mature and well-established company with a long-standing reputation in the technology sector.

Team Structure:

• Operations Team: Likely a dedicated team focused on Service Management, Transition, and Assurance, working closely with project delivery teams and client-side operational stakeholders.

• Reporting Structure: The Service Design Manager will likely report to a Head of Service Management, Programme Director, or a senior IT Operations lead, with direct interaction with project managers, technical leads, and client representatives from TfL.

• Cross-functional Collaboration: High degree of collaboration expected with project teams (designers, developers, testers), infrastructure teams, security, business analysts, and client stakeholders (TfL). This role acts as a critical nexus between project delivery and operational readiness.

Methodology:

• Data Analysis & Insights: Emphasis on using data from service performance, incident reports, and user feedback to inform service design decisions and drive continuous improvement.

• Workflow Planning & Optimization: Structured approaches to mapping, analyzing, and redesigning end-to-end service workflows for efficiency and effectiveness.

• Automation & Efficiency Practices: Application of automation where feasible to streamline service transition, testing, and operational support processes, aiming for reduced manual effort and error rates.

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

📝 Enhancement Note: Indra's positioning as a global leader in technology and consulting, with specific expertise in Transport and Defence, suggests a culture that values innovation, reliability, and deep technical understanding. The emphasis on proprietary solutions and digital transformation indicates a forward-thinking environment that embraces technological advancements.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a mid-senior management level, requiring significant expertise in IT Service Management (ITSM) principles, particularly service design and transition. It’s a critical role for managing complex, high-stakes public sector IT contracts.

Reporting Structure: The Service Design Manager will likely report to a senior figure within Indra's service delivery or programme management hierarchy, such as a Head of Service Management or Programme Director. They will have significant influence over how services are integrated and maintained, working closely with project teams and client representatives.

Operations Impact: The Service Design Manager has a direct and significant impact on the operational stability, efficiency, and compliance of TfL's Revenue Collection System. By ensuring services are designed and transitioned correctly, they prevent disruptions, maintain service levels, and contribute to the overall reliability and security of a critical public transport function. This role is pivotal in translating business needs and contractual requirements into robust, operational services.

Growth Opportunities:

• Specialization Advancement: Deepen expertise in specific areas like transport technology, cybersecurity for critical infrastructure, or advanced ITIL/ISO 20000 frameworks.

• Leadership Development: Potential to move into broader Service Management roles, such as Head of Service Delivery, IT Operations Manager, or Programme Director, overseeing larger teams and more complex projects.

• Strategic Impact: Opportunity to influence service strategy and roadmap development for major client contracts, contributing to long-term business growth and client satisfaction.

• Cross-Industry Exposure: Potential to leverage experience gained on the TfL contract to similar large-scale, public sector, or critical infrastructure projects within Indra's broader portfolio.

📝 Enhancement Note: The FTC nature of this role suggests it's project-driven. Growth opportunities might be tied to the success of the Proteus contract or the ability to secure subsequent long-term roles within Indra UK & Ireland based on performance and demonstrated capabilities in managing large-scale service operations.

🌐 Work Environment

Office Type: Hybrid work environment, combining remote work with office presence. This suggests a flexible approach to work, balancing individual focus time with collaborative team interactions.

Office Location(s): Redhill, England, United Kingdom. This location serves as a primary base, likely requiring regular attendance for key meetings, team collaboration sessions, and client engagement.

Workspace Context:

• Collaborative Environment: The hybrid model implies opportunities for face-to-face collaboration with colleagues, clients, and suppliers, fostering stronger relationships and more effective problem-solving.

• Operations Tools & Technology: Access to standard corporate IT infrastructure and potentially specialized service management tools (e.g., ITSM platforms, project management software, documentation repositories) necessary for managing service design and transition processes.

• Team Interaction: Regular interaction with a distributed team of professionals across various functions (project management, engineering, operations, client services), requiring strong communication and coordination skills.

Work Schedule: Standard 40-hour week with hybrid flexibility. This schedule allows for dedicated time for complex design work, analysis, and documentation, while also accommodating in-person collaboration as needed. The focus is on delivering outcomes rather than strict adherence to office hours.

📝 Enhancement Note: The hybrid model is common in the consulting and technology sectors. For operations roles, it's essential to be comfortable with both independent work and collaborative sessions, ensuring efficient communication and knowledge transfer regardless of physical location.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and application to assess alignment with essential qualifications and experience.

• First Interview: Likely with an HR representative or hiring manager to discuss your background, motivation, and understanding of service design and transition principles. Expect questions about your experience with ITIL, complex programmes, and stakeholder management.

• Technical/Case Study Interview: This stage will likely involve a deeper dive into your technical expertise. You may be presented with a hypothetical scenario related to the TfL Proteus contract and asked to outline your approach to service design, transition, risk assessment, or CAB participation. Your portfolio may be reviewed here.

• Final Interview: Potentially with senior leadership or key client stakeholders (TfL representatives) to assess cultural fit, strategic thinking, and final suitability for the role.

Portfolio Review Tips:

• Quantify Impact: For each project, clearly state the objective, your role, the actions taken, and the quantifiable results (e.g., reduction in transition time, improvement in service uptime, successful compliance audit).

• Process Focus: Highlight your structured approach to service design, transition planning, and assurance. Use diagrams or flowcharts where appropriate to illustrate complex processes.

• Artefact Examples: Include anonymized samples of key deliverables such as design documents, impact assessments, service acceptance criteria, and transition checklists. Ensure they demonstrate attention to detail and adherence to standards.

• Stakeholder Management: Provide examples of how you managed communication and expectations with diverse stakeholders, especially in multi-supplier environments.

• Problem-Solving: Showcase instances where you identified and resolved complex service design or transition challenges, detailing your problem-solving methodology.

Challenge Preparation:

• Service Design Scenario: Be prepared to discuss how you would approach designing a new service or a significant change to an existing one within a large, regulated environment like TfL. Consider aspects like requirements gathering, stakeholder alignment, risk assessment, and defining acceptance criteria.

• Transition Planning: Outline the key steps you would take to transition a complex system change into a live, operational environment with minimal disruption. Focus on release management, testing strategies, operational readiness, and handover to support teams.

• CAB Simulation: Understand the role of the CAB and be ready to discuss how you would prepare for, participate in, and potentially lead CAB meetings, ensuring all service design aspects of proposed changes are thoroughly assessed.

📝 Enhancement Note: Given the critical nature of the TfL contract, interviewers will be looking for a candidate who not only understands the technical aspects of service design and transition but can also demonstrate strong leadership, risk management, and communication skills. A well-prepared portfolio showcasing tangible achievements and a structured approach will be a significant advantage.

🛠 Tools & Technology Stack

Primary Tools:

• IT Service Management (ITSM) Platforms: Experience with tools like ServiceNow, BMC Helix ITSM, Jira Service Management, or similar platforms for managing incidents, changes, requests, and service design documentation.

• Project Management Software: Proficiency in tools such as Microsoft Project, Asana, Trello, or Jira for planning, tracking, and managing project timelines and tasks.

• Collaboration & Documentation Tools: Familiarity with Microsoft 365 suite (Teams, SharePoint, Word, Excel, PowerPoint), Confluence, or similar for team communication, document creation, and knowledge sharing.

Analytics & Reporting:

• Reporting Dashboards: Experience with tools like Tableau, Power BI, or built-in ITSM reporting modules to create and interpret service performance metrics.

• Data Analysis Tools: Capability to analyze data from various sources to identify trends, root causes, and areas for service improvement.

CRM & Automation:

• CRM Systems (Indirectly): While not a direct CRM role, understanding how service design impacts customer-facing systems and data integrity is beneficial.

• Workflow Automation Tools (Potential): Familiarity with process automation or scripting tools could be advantageous for streamlining transition tasks, though not explicitly required.

• Integration Tools (Understanding): Awareness of how different systems integrate is key for service design in a complex environment.

📝 Enhancement Note: While specific tool requirements are not detailed, proficiency in enterprise-grade ITSM platforms is almost certainly expected. The ability to leverage these tools for robust process management, reporting, and collaboration is paramount.

👥 Team Culture & Values

Operations Values:

• Innovation: A commitment to exploring and implementing new technologies and methodologies to enhance service delivery and operational efficiency.

• Trust: Upholding reliability, integrity, and transparency in all interactions and service delivery, building confidence with clients and colleagues.

• Connection: Fostering strong collaborative relationships internally and externally, ensuring seamless communication and alignment across diverse teams and stakeholders.

• Foresight: Proactively anticipating future needs, potential risks, and technological advancements to ensure the long-term resilience and effectiveness of services.

Collaboration Style:

• Cross-functional Integration: A proactive approach to working with project teams, technical specialists, and client stakeholders to ensure that service design is integrated from the outset of any initiative.

• Process Review & Feedback: Encouraging a culture of continuous feedback and iterative improvement on service design and transition processes, ensuring they remain effective and relevant.

• Knowledge Sharing: Actively sharing insights, best practices, and lessons learned across teams to build collective expertise and improve overall operational performance.

📝 Enhancement Note: Indra's stated values (Innovation, Trust, Connection, Foresight) are directly applicable to the operational context of this role. Candidates should demonstrate how their approach to service design and transition aligns with these values, particularly in areas of reliability, forward-thinking, and collaborative problem-solving.

⚡ Challenges & Growth Opportunities

Challenges:

• Managing Complex Stakeholder Landscapes: Navigating the expectations and requirements of multiple stakeholders, including TfL, various suppliers, and internal Indra teams, in a high-pressure environment.

• Ensuring Seamless Transition in a Live Environment: Successfully implementing changes to a critical revenue collection system with minimal disruption to ongoing operations and public service.

• Adherence to Strict Governance and Compliance: Meeting rigorous contractual obligations, regulatory requirements, and internal assurance standards for all service design and transition activities.

• Adapting to Evolving Technology: Keeping pace with technological advancements and their implications for service design and operational efficiency within the transport sector.

Learning & Development Opportunities:

• Advanced ITIL/ISO 20000 Training: Opportunities to pursue higher-level certifications and specialized training in IT Service Management.

• Domain Expertise Development: Gaining in-depth knowledge of transport systems, ticketing technology (EMV, Oyster), and public sector IT environments.

• Strategic Project Leadership: Experience in leading critical project phases for a major public transport authority, offering significant portfolio value.

• Mentorship and Networking: Access to experienced leaders within Indra and potential for networking with client-side operational and technical teams.

📝 Enhancement Note: The challenges inherent in this role provide significant opportunities for professional development. Successfully navigating these complexities will equip the candidate with highly sought-after skills in managing critical infrastructure services within regulated environments.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to defining and managing service acceptance criteria for a complex system change impacting public services." (Focus on traceability, measurable criteria, and stakeholder sign-off.)

• "How would you lead the Change Advisory Board (CAB) process for a critical update to a revenue collection system, ensuring all service design aspects are adequately assessed?" (Emphasize risk assessment, impact analysis, and clear communication.)

• "Walk us through a time you had to manage conflicting priorities or requirements from multiple stakeholders during a service transition. How did you resolve it?" (Highlight negotiation skills, prioritization frameworks, and focus on shared objectives.) Company & Culture Questions:

• "How do Indra's values of Innovation, Trust, Connection, and Foresight align with your approach to service design and transition?" (Connect your experience to these values, emphasizing reliability, proactive planning, and collaboration.)

• "What are your expectations for working within a hybrid environment and collaborating with a distributed team?" (Showcase adaptability, communication strategies, and commitment to team success.)

• "How do you ensure services are designed for resilience, scalability, and supportability in a high-availability environment like TfL's?" (Discuss non-functional requirements, redundancy planning, and operational impact assessment.) Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly outline the problem, your proposed solution (service design/transition approach), the actions taken, and the measurable results. Use a STAR (Situation, Task, Action, Result) format.

• Highlight Process & Governance: Emphasize the methodologies, frameworks (ITIL, ISO 20000), and governance processes you applied. Show how your documentation supported assurance and approvals.

• Quantify Impact: Whenever possible, use numbers and data to demonstrate the positive impact of your work (e.g., reduction in incident rates, improved transition time, cost savings).

• Tailor to TfL: Briefly research TfL's current operational context and potential challenges to demonstrate your understanding and how your skills can address their specific needs.

📝 Enhancement Note: Be prepared to discuss specific examples that demonstrate your understanding of ITIL v4 principles, especially those related to Service Design and Service Transition. The ability to articulate complex technical concepts clearly to both technical and non-technical audiences will be crucial.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Workable link.

• Portfolio Customization: Curate your portfolio to prominently feature projects related to service design, service transition, and ITIL/ISO 20000 implementation, especially those within large-scale, complex IT programs or regulated environments.

• Resume Optimization: Tailor your resume to highlight keywords such as "Service Design," "Service Transition," "ITIL," "ISO 20000," "Change Management," "CAB," "Systems Integration," and "Stakeholder Management," focusing on quantifiable achievements.

• Interview Preparation: Practice articulating your experience using the STAR method, particularly for questions related to managing complex projects, stakeholder engagement, and problem-solving in operational contexts. Prepare to discuss your portfolio in detail.

• Company Research: Familiarize yourself with Indra's global presence, its focus on transport and defence sectors, and its core values. Understand the TfL Proteus contract's general scope and the critical nature of revenue collection systems.

⚠️ 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.

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