Service Design Manager

📍 Job Overview

Job Title: Service Design Manager

Company: Rethink Mental Illness

Location: London, England, United Kingdom

Job Type: Full-Time

Category: Business Improvement & Technology / Service Design & Operations

Date Posted: 2026-06-02

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

Remote Status: On-site

🚀 Role Summary

• Lead end-to-end service design and process improvement initiatives, from initial discovery through to ongoing optimization, leveraging user-centered design principles and data-driven insights.

• Drive continuous improvement methodologies, including Lean principles, to enhance the design and delivery of services and products across the organization.

• Develop and maintain critical design artifacts such as process maps, personas, and user journey maps to visualize current states and design future service experiences.

• Collaborate with cross-functional stakeholders at all organizational levels to influence change, drive sustainable improvements, and ensure alignment with strategic goals.

• Mentor and coach team members, fostering capability in service design, process improvement, and user-centered methodologies to build organizational expertise.

📝 Enhancement Note: The role title "Service Design Manager" and the description strongly suggest a focus on operational efficiency, user experience, and process optimization within a non-profit or social services context. The mention of "lean organisation" and "continuous improvement" positions this within a GTM (Go-To-Market) or Operations framework, specifically in the realm of service delivery and product enhancement. The salary is noted as hourly, but the estimated annual figure suggests a mid-level to senior management position.

📈 Primary Responsibilities

• Spearhead service design and process improvement projects, managing them through all phases from discovery, design, implementation, to ongoing optimization.

• Champion and embed user-centered design methodologies, ensuring that all service and product improvements are grounded in user insights, co-design principles, and evidence-based decision-making.

• Proactively identify opportunities for improvement by analyzing performance metrics, user feedback, and operational data to inform strategic adjustments.

• Facilitate collaborative workshops, ideation sessions, and process re-design activities to foster innovation and collective problem-solving.

• Develop comprehensive process maps, personas, user journey maps, and other relevant design artifacts to articulate service blueprints and user experiences.

• Oversee the creation and maintenance of essential documentation, ensuring adherence to organizational architecture standards and established delivery frameworks.

• Ensure all designed services and processes comply with organizational policies, regulatory requirements, and best practices in service delivery.

• Align service design strategies with overarching organizational goals, user needs, and technical feasibility, ensuring integrated and effective solutions.

• Cultivate a culture of continuous improvement by embedding design principles and best practices across various teams and departments.

• Engage closely with a diverse range of stakeholders to influence strategic direction, challenge existing processes, and drive sustainable operational changes.

• Provide mentorship and coaching to colleagues within the Planning & Improvement team, enhancing their skills in service design and continuous improvement techniques.

• Implement robust monitoring, testing, and refinement mechanisms for all implemented solutions to ensure they deliver tangible and sustained impact.

• Establish effective feedback loops and performance measurement systems to track the success and ongoing evolution of designed services.

📝 Enhancement Note: Responsibilities are detailed to reflect the full lifecycle of service design and process improvement, emphasizing both strategic oversight and hands-on execution typical for a manager role. The inclusion of "organizational architecture and delivery frameworks" and "regulatory requirements" suggests a need for structured, compliant operations.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's degree in a relevant field such as Design, Business Administration, Social Sciences, or a related discipline is typically expected for a managerial role. Advanced degrees or certifications in Service Design, Project Management, or Lean methodologies would be advantageous.

Experience: A minimum of 5-10 years of progressive experience in service design, process improvement, or a related operational management role is recommended. Direct experience in the non-profit or social services sector is highly desirable.

Required Skills:

• Proven experience designing services and products across the complete design lifecycle, from ideation to optimization.

• Strong project management capabilities, with demonstrable experience in both Agile and Waterfall methodologies.

• Solid understanding of user research principles, persona development, user journey mapping, co-design techniques, and accessibility standards.

• Expertise in end-to-end service mapping and identifying complex interdependencies between systems and teams.

• Ability to comprehend and analyze intricate systems, and design services that effectively span multiple teams and communication channels.

• Demonstrated ability to build and maintain robust stakeholder relationships across various organizational levels, with strong influencing and negotiation skills.

• Knowledge of Lean or other recognized continuous improvement methodologies.

• Skilled in data analysis, with the ability to interpret complex datasets into clear, actionable insights for strategic decision-making.

• Experience in identifying inefficiencies and redesigning processes to enhance quality, efficiency, and user experience.

• Proven ability to champion change initiatives, effectively engage stakeholders, and guide them through the change process.

• Capacity to prioritize challenges, clearly frame problems, and design strategic, impactful solutions.

• Excellent verbal and written communication skills, with the ability to articulate complex ideas to diverse audiences. Preferred Skills:

• Direct experience utilizing Lean methodologies in practice.

• Proven experience in facilitating workshops and coaching individuals or teams.

• Experience in developing technology-based products or digital services.

• Hands-on experience conducting user research.

📝 Enhancement Note: The skills section has been expanded to include typical educational backgrounds and a more precise experience range inferred from the "Manager" title and the breadth of responsibilities. The distinction between "required" and "preferred" is based on industry standards for such roles.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrable examples of services or products designed and improved throughout their full lifecycle.

• Case studies showcasing successful project management, highlighting the methodologies used (Agile/Waterfall) and project outcomes.

• Documentation illustrating user-centered design outputs, including personas, journey maps, and co-design artifacts.

• Examples of process maps that clearly depict complex systems and interdependencies.

• Evidence of data analysis and insight generation that led to tangible process or service improvements.

• Documentation of stakeholder engagement strategies and how consensus was achieved for complex changes. Process Documentation:

• Examples of detailed process maps and service blueprints that illustrate current and future states.

• Documentation of user feedback mechanisms and how they were integrated into service design.

• Case studies detailing the implementation of Lean or continuous improvement initiatives, including results and lessons learned.

• Records of compliance checks and how regulatory requirements were integrated into service design and documentation.

📝 Enhancement Note: This section is crucial for a Service Design Manager. The requirements are tailored to showcase practical application of skills in process mapping, user research, project management, and continuous improvement, aligning with typical operations and GTM portfolio expectations.

💵 Compensation & Benefits

Salary Range: The provided salary is £37,406 - £45,384 per HOUR. This appears to be a significant error, as it's highly unlikely for this role. Assuming this is intended to be an annual salary, the range would be approximately £37,406 - £45,384 per annum.

• Research Methodology: Based on typical Service Design Manager roles in London, UK, with 5-10 years of experience, seeking roles in the non-profit/charity sector. Data from industry salary benchmarks (e.g., Glassdoor, LinkedIn Salary, Hays, Reed) for similar positions in London was consulted. The provided figures, when interpreted as annual, align with the mid-to-senior level expectations.

• Factor Considerations: The salary range considers the specific responsibilities, the managerial level, the required experience, the London location (which generally commands higher salaries due to cost of living), and the non-profit sector context, which may offer slightly different compensation structures compared to the private sector.

Benefits:

• Wellbeing Support: Access to an Employee Assistance Programme (EAP) and dedicated mental health tools, including the Unmind app.

• Inclusive Culture: Opportunities to join active staff networks and participate in diversity and inclusion initiatives.

• Recognition & Rewards: Benefits include discounts, cashback offers, and recognition through the PULSE platform.

• Generous Leave: 25 days of annual leave plus bank holidays, with an additional day off for your birthday. Options to buy or sell extra leave days are available.

• Learning & Development: Structured onboarding, ongoing training opportunities, and support for professional growth.

• Family & Financial Support: Contributory pension scheme, enhanced family leave policies, and financial assistance programs such as season ticket loans and cycle-to-work schemes.

• Referral Bonus: A bonus of up to £300 for successfully referring a new candidate.

Working Hours: The role is full-time, with an estimated 40 hours per week. While the role is on-site, the organization emphasizes wellbeing and offers various benefits, suggesting a supportive work environment.

📝 Enhancement Note: The salary was corrected from hourly to annual based on industry norms and the context of the role. The benefits are directly pulled from the job description and presented clearly, highlighting aspects appealing to operations professionals such as L&D and wellbeing support.

🎯 Team & Company Context

🏢 Company Culture

Industry: Mental Health Charity / Non-Profit Organization. Rethink Mental Illness operates within the critical sector of mental health support, aiming to improve the lives of individuals affected by mental illness through services, campaigns, and policy influence. This context implies a mission-driven culture focused on social impact.

Company Size: The description suggests a growing organization aiming to become "lean" with a newly formed "Business Improvement & Technology directorate." This implies a medium-to-large sized non-profit organization that is undergoing significant transformation and investment in operational efficiency and technology.

Founded: While the founding date is not provided, the organization's long-standing presence in mental health advocacy suggests a history of established operations and a commitment to its mission. The recent formation of the Business Improvement & Technology directorate in January 2026 indicates a forward-looking approach to modernizing operations.

Team Structure:

• The role resides within the Planning & Improvement team, which is part of the newly formed Business Improvement & Technology directorate.

• This directorate integrates functions like Technology & Business Systems, Compliance, Quality, Audit, and the Project Management Office (PMO).

• The Service Design Manager will likely work collaboratively with IT specialists, compliance officers, quality assurance professionals, and project managers within this directorate.

• The role involves reporting to a higher-level manager within the directorate and mentoring junior team members. Methodology:

• Data-Driven Decision Making: Emphasis on using data, performance metrics, and user feedback for insights and improvements.

• User-Centered Design: Core to the role, ensuring all services and products are designed with the end-user's needs at the forefront.

• Continuous Improvement: A foundational principle of the organization, aiming for incremental enhancements in all daily operations.

• Lean Principles: Explicitly mentioned as a methodology to be applied for efficiency and waste reduction.

• Agile & Waterfall Project Management: The role requires adaptability to manage projects using different methodologies as needed.

Company Website: https://www.rethink.org/

📝 Enhancement Note: The company context is built around the provided information about the Business Improvement & Technology directorate and the emphasis on becoming a "lean organisation." This frames the role as central to strategic operational transformation.

📈 Career & Growth Analysis

Operations Career Level: This is a managerial position focused on Service Design and Process Improvement. It sits at a mid-to-senior level within the operational structure, bridging strategic planning and execution. The role requires leadership in driving change and capability building within the team and across the organization.

Reporting Structure: The Service Design Manager reports to a senior leader within the Business Improvement & Technology directorate. They will also be responsible for mentoring and developing junior members of the Planning & Improvement team, indicating a direct leadership responsibility.

Operations Impact: The Service Design Manager plays a pivotal role in enhancing the efficiency, effectiveness, and user experience of the organization's services and products. This directly impacts the organization's ability to deliver on its mission, manage resources effectively, maintain compliance, and demonstrate its impact to stakeholders and funders. By optimizing processes and services, the role contributes to the overall strategic success and sustainability of Rethink Mental Illness.

Growth Opportunities:

• Leadership Advancement: Potential to move into more senior roles within the Business Improvement & Technology directorate, such as Head of Business Improvement or Director of Operations.

• Specialization: Opportunity to deepen expertise in specific areas like digital service design, Lean implementation, or user research strategy.

• Cross-Functional Leadership: Potential to lead larger, more complex transformation programs involving multiple directorates.

• Mentorship & Coaching: Developing strong coaching skills can lead to opportunities in talent development and team leadership.

• Industry Influence: Contributing to best practices in service design and operational excellence within the non-profit sector.

📝 Enhancement Note: The career analysis is framed around typical progression paths for operational management roles, emphasizing leadership, specialization, and organizational impact. The recent restructuring of the directorate suggests a dynamic environment with potential for growth.

🌐 Work Environment

Office Type: The role is described as "On-site," indicating a traditional office-based work environment. This suggests a workplace that values in-person collaboration and team cohesion, which is common in non-profit settings focused on direct service and community engagement.

Office Location(s): The primary location is London, England. This offers access to a vibrant professional network and diverse talent pool. Specific details about the office facilities or accessibility are not provided but can be assumed to be standard professional office spaces.

Workspace Context:

• Collaborative Environment: The emphasis on workshops, co-design, and stakeholder engagement suggests a dynamic and interactive workspace where cross-functional collaboration is key.

• Operations Tools & Technology: While specific tools are not listed, the directorate's focus on Technology & Business Systems implies access to relevant software for project management, process mapping, data analysis, and potentially CRM or service management platforms.

• Team Interaction: Regular interaction with the Planning & Improvement team, as well as colleagues in Technology, Compliance, Quality, Audit, and PMO, will be integral to the role.

Work Schedule: The role is full-time, with an estimated 40 hours per week. While on-site, the company promotes wellbeing and offers flexible benefits, suggesting a supportive approach to work-life balance within the office structure.

📝 Enhancement Note: The "On-site" nature is highlighted, and the context is fleshed out based on the collaborative responsibilities and the organizational structure, assuming a standard professional office environment in London.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a review of your CV and cover letter by HR or a hiring manager to assess suitability against core requirements.

• First Interview: Could be a competency-based interview focusing on your experience in service design, project management, and stakeholder engagement. Expect questions around specific past projects and how you handled challenges.

• Second Interview/Assessment: This stage may involve a practical exercise or case study. You might be asked to present a service design project from your portfolio, demonstrating your approach to problem-solving, analysis, and solution design. This could also include a presentation to a panel and potentially an interview with senior leadership.

• Final Interview: A final discussion with a director or senior executive to assess cultural fit, strategic alignment, and overall suitability for the role.

Portfolio Review Tips:

• Curate Selectively: Choose 3-4 strong projects that best showcase your end-to-end service design and process improvement capabilities.

Prioritize projects that demonstrate impact and measurable results.

• Structure Your Case Studies: For each project, clearly outline:

  • The problem/challenge statement.
  • Your role and responsibilities.
  • The methodologies and tools used (e.g., user research, journey mapping, Lean, Agile).
  • The solutions designed and implemented.
  • The measurable outcomes and impact (e.g., efficiency gains, user satisfaction improvements, cost savings).

• Highlight User-Centred Design: Emphasize how user needs and feedback were central to your design process. Showcase personas, journey maps, and user research findings.

• Demonstrate Process Optimization: Clearly articulate how you identified inefficiencies and redesigned processes. Use visuals like before-and-after process maps if possible.

• Showcase Stakeholder Management: Explain how you engaged with and influenced stakeholders, particularly in driving change.

• Be Prepared to Discuss: Be ready to elaborate on your design decisions, the rationale behind your choices, and the lessons learned from each project.

Challenge Preparation:

• Understand the Context: Research Rethink Mental Illness's mission, values, recent projects, and strategic priorities. Understand their current operational challenges and their focus on becoming a "lean organisation."

• Service Design Fundamentals: Refresh your knowledge of service design frameworks, tools (e.g., customer journey mapping, service blueprints, empathy maps), and user research techniques.

• Process Improvement Methodologies: Be ready to discuss your experience with Lean, Six Sigma, or other continuous improvement methodologies. Prepare examples of how you've applied them.

• Stakeholder Management Scenarios: Prepare examples of how you've managed difficult stakeholders, negotiated compromises, and driven consensus for change.

• Data Analysis & Insight Generation: Think about how you translate data into actionable insights and how you measure the impact of your work.

📝 Enhancement Note: This section provides actionable advice for candidates, focusing on how to present their experience effectively in a portfolio and prepare for interviews, given the role's emphasis on design, process, and stakeholder management.

🛠 Tools & Technology Stack

Primary Tools:

• Project Management Software: Tools such as Asana, Jira, Trello, or Microsoft Project for managing project timelines, tasks, and team collaboration. Given the mention of Agile and Waterfall, experience with tools supporting both is beneficial.

• Process Mapping & Design Tools: Software like Lucidchart, Visio, Miro, or Mural for creating process maps, flowcharts, journey maps, and facilitating collaborative design sessions.

• Data Analysis & Visualization Tools: Proficiency in tools like Excel (advanced functions), Tableau, Power BI, or Google Analytics for analyzing performance metrics, identifying trends, and presenting insights.

• Collaboration Platforms: Microsoft Teams, Slack, or similar for day-to-day communication and team collaboration.

Analytics & Reporting:

• Performance Tracking Tools: Any system used to monitor service delivery metrics, user engagement, and operational efficiency.

• Reporting Dashboards: Experience creating or utilizing dashboards to present key performance indicators (KPIs) to stakeholders.

CRM & Automation:

• CRM Systems: Familiarity with CRM platforms (e.g., Salesforce, Microsoft Dynamics) might be relevant if service design impacts customer or service user relationship management.

• Workflow Automation: Awareness of how workflow automation tools can streamline processes and improve efficiency.

📝 Enhancement Note: The tools listed are common in operations and service design roles, focusing on project management, process visualization, data analysis, and collaboration. The emphasis is on practical application in an operational context.

👥 Team Culture & Values

Operations Values:

• Mission-Driven Impact: A strong commitment to the organization's mission of improving mental health services and supporting individuals.

• User-Centricity: Prioritizing the needs and experiences of service users in all design and improvement efforts.

• Continuous Improvement: A proactive mindset focused on ongoing learning, adaptation, and enhancement of processes and services.

• Collaboration & Teamwork: Valuing collective effort, knowledge sharing, and mutual support across teams and departments.

• Data-Informed Decisions: A commitment to using evidence and data to guide strategy and measure impact.

• Inclusion & Diversity: Actively fostering an inclusive environment where all voices are heard and valued, reflecting the organization's commitment to anti-racism and diversity.

Collaboration Style:

• Cross-Functional Integration: A collaborative approach that bridges the gap between technology, operations, compliance, and service delivery teams.

• Stakeholder Engagement: Proactive and inclusive engagement with stakeholders at all levels to ensure buy-in and effective implementation of changes.

• Co-design Workshops: Facilitating inclusive sessions where diverse perspectives contribute to designing solutions.

• Knowledge Sharing: Encouraging the sharing of insights, best practices, and lessons learned to build collective capability.

• Constructive Feedback: A culture where feedback is welcomed and used for continuous improvement of both processes and individual development.

📝 Enhancement Note: The values and collaboration style are derived from the company's mission, its stated focus on inclusion, and the inherent nature of a service design and improvement role that requires extensive cross-functional interaction.

⚡ Challenges & Growth Opportunities

Challenges:

• Driving Change in a Complex Organization: Navigating organizational dynamics and resistance to change, especially given the recent directorate formation and the goal of becoming a "lean organisation."

• Balancing User Needs with Technical/Resource Constraints: Ensuring that user-centered designs are feasible within the organization's technical capabilities and resource limitations.

• Measuring and Demonstrating Impact: Quantifying the success of service design initiatives and clearly demonstrating ROI or social impact to stakeholders.

• Integrating New Methodologies: Successfully embedding Lean and user-centered design principles into existing workflows and mindsets across different teams.

• Managing Multiple Projects Simultaneously: Effectively prioritizing and managing a portfolio of improvement projects with varying scopes and deadlines.

Learning & Development Opportunities:

• Advanced Service Design Techniques: Opportunities to explore specialized areas of service design, such as service blueprinting for complex systems or advanced user research methods.

• Lean & Agile Certifications: Pursuing formal certifications in Lean Six Sigma or Agile project management to enhance expertise.

• Leadership Development Programs: Access to internal or external training focused on leadership, change management, and strategic planning.

• Industry Conferences & Workshops: Attending relevant events to stay abreast of best practices in service design, operational efficiency, and the non-profit sector.

• Mentorship: Potential to be mentored by senior leaders within the organization or to mentor junior team members, developing leadership and coaching skills.

📝 Enhancement Note: Challenges are framed around common issues in operational transformation roles, especially in non-profits. Growth opportunities are aligned with career progression in operations and service design management.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service you designed or significantly improved. Walk me through the entire process, from identifying the problem to measuring its impact. What were the key challenges and how did you overcome them?" (Focus on methodology, problem-solving, and outcome demonstration)

• "How do you balance user needs with organizational constraints (e.g., budget, technology, policy) when designing services? Provide an example." (Tests practical application and stakeholder awareness)

• "Imagine we need to improve our onboarding process for new service users. How would you approach this challenge using user-centered design and Lean principles? What steps would you take?" (Assesses strategic thinking and process application)

• "Tell me about a time you had to influence stakeholders who were resistant to change. What was your strategy, and what was the outcome?" (Evaluates stakeholder management and change leadership skills) Company & Culture Questions:

• "Based on your understanding of Rethink Mental Illness, what do you see as our biggest operational challenge or opportunity related to service delivery?" (Demonstrates research and strategic insight)

• "How would you contribute to fostering an inclusive and anti-racist culture within the Planning & Improvement team and across the organization?" (Assesses alignment with company values)

• "How do you approach mentoring and developing junior team members in service design and continuous improvement?" (Explores leadership and team-building approach) Portfolio Presentation Strategy:

• Storytelling: Frame your portfolio projects as compelling narratives. Start with the 'why' (the problem), detail the 'how' (your process and solutions), and conclude with the 'what' (the impact and results).

• Visuals are Key: Use clear, concise visuals – process maps, journey maps, personas, data charts – to illustrate your points. Ensure they are easy to understand at a glance.

• Quantify Impact: Whenever possible, use numbers and data to demonstrate the success of your projects (e.g., "reduced wait times by 20%", "increased user satisfaction scores by 15%", "saved £X in operational costs").

• Focus on Collaboration: Highlight instances where you worked effectively with different teams and stakeholders to achieve project goals.

• Be Prepared for Deep Dives: Be ready to answer detailed questions about any part of your presented projects, from your initial research to the final implementation and evaluation.

📝 Enhancement Note: Interview questions are tailored to assess critical skills for a Service Design Manager, including strategic thinking, problem-solving, stakeholder management, and alignment with the organization's mission and values. Portfolio preparation advice is designed to help candidates showcase their impact effectively.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided application link on the Dayforce platform.

• Tailor Your CV and Cover Letter: Highlight your experience in service design, process improvement, user-centered design, and project management. Use keywords from the job description such as "Lean," "continuous improvement," "user-centered design," and "stakeholder management." Clearly articulate your achievements with quantifiable results where possible.

• Prepare Your Portfolio: Select 3-4 of your most relevant projects that showcase your end-to-end service design and process improvement capabilities. Ensure your portfolio includes examples of user journey maps, process flows, and data analysis that led to tangible improvements. Be ready to present these during the interview process.

• Research Rethink Mental Illness: thoroughly review the company's website, mission, values, and recent initiatives. Understand their commitment to becoming a "lean organisation" and their focus on diversity, inclusion, and anti-racism. This will help you tailor your responses and demonstrate cultural fit.

• Practice Interview Responses: Prepare answers to common interview questions, focusing on behavioral examples that demonstrate your skills in leadership, problem-solving, change management, and collaboration. Practice presenting your portfolio projects concisely and impactfully.

⚠️ 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.