Service Design Architect

Job Description

Job Req ID:45756

Posting Date: 01/09/2025

Function: Service

Location: Bristol, Reading, Chippenham

Salary: Competitive

Why this job matters:

Ever wondered what it takes to design and deliver exceptional managed service solutions for some of the biggest corporate and public sector organisations?

In this role, you'll work closely with a wide range of internal and external stakeholders to shape, define, and agree on the strategic approach for delivering complex, bespoke solutions. Acting as the service authority, you’ll be involved throughout the entire sales lifecycle and in-life delivery process, ensuring our capabilities align with customer needs. Your expertise will directly influence the service approach in major bids, helping to secure new contracts and drive business growth—sometimes on deals worth up to £500 million.

With your input, we ensure that every contract reflects a realistic, deliverable, and cost-effective service design. Most importantly, the experiences you help create will directly impact customer satisfaction (NPS) and our success in winning new business. This role isn’t just about designing services—it’s about shaping the future of how we support our Corporate and Public Sector customers.

What you’ll be doing:

• Accountable for delivering the optimal service model for non-standard and complex customer solutions; including defining customer requirements, designing service solutions, negotiating offerings and developing pricing to ensure we're commercially competitive.
• Accountable for the production of high-quality bid proposal documents outlining the specifications and value of our service to the customer. May be required, as part of the bid team, to lead the bid service workstream, consolidating partner and 3rd party service support into the overall solution/proposition.
• Negotiating directly with the customer at senior level (up to board level) on key service components such as contractual schedule content and Service Level Agreements (SLAs), in addition to third party contract service support, ensuring flow down of service constraints.
• Accountable for accurate resource forecasting to ensure we will be able to deliver the contract requirements and suggesting mitigations of any potential resourcing / capability risks.
• Contributing to development and implementation of unit policies, documentation and procedures, to ensure we re-use and optimise design methodologies where applicable.
• Managing and developing strong customer relationships at senior, with due diligence of successful new business and handover of the service design to the Service Introduction team and all stakeholders involved in delivery, to ensure understanding and compliance against key customer requirements.
• Working with a wide range of internal and external stakeholders across multi-disciplined teams to assess customer requirements and minimise service delivery risks within the final contracted service commitment.

Skills we require of you:

• Accountability and ownership for proactively managing their own work.
• Key stakeholder management and interpersonal skills with having experience in direct interaction with customers, requiring strong communication and commercial acumen.
• Confident in presenting service models with key teams across and also comfortable in negotiating and liaising with key stakeholders
• Required to liaise, negotiate and agree a service model with key teams across various business areas
• Able to take on responsibility to plan own work, meet given objectives and processes.
• Budget responsibility varying depending on lines of business and project delivery responsibility

What we'd like to see on your CV:

• Skilled to a minimum ITIL 4 Foundation, expected to progress to Intermediate ITIL disciplines including ITIL4 Managing Professional.
• Ability to impact the business by influencing decisions through advice/quality of work produced by self/others.
• A broad experience in understanding and delivering service to business customers,
• An keen interest in wanting to learn about service strategies for Corporate & Public Sector and stake holders required to assure an agreed deliverable quality service design.
• Able to maintain a reputation for quality and delivery of their expertise to the business.
• Prior experience in responsible for engineering delivery plans for a small project.
• Ability to lead on transformation strategy for creating effective service solutions

Your Benefits

• Competitive Salary with Benefits
• 10% on target bonus
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• 25 days annual leave (not including bank holidays), increasing with service
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.​
• Discounted broadband, mobile and TV packages and access to 100’s of retail discounts including the BT shop
• Equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up​!

Flexible Working – BT have moved to a hybrid working – you can work from home 2 days per week. This means you’ll be at your contractual location 3 days a week.

Part time and job-share considered

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.