Service Design Architect

Job Description

About the role

This role is critical in ensuring BT Business’s capability to deliver managed services against complex customer requirements and shaping the experiences we create for our Corporate and Public Sector customers. This role is the epitome of Connect For Good.

You will steer the direction of the service design approach in all major bids, ensuring contracts reflect an accurate and realistic service that is deliverable and cost effective.

You will work with a wide range of internal and external stakeholders and be accountable for the end-to-end service solutions with engagement through the full sales lifecycle and in-life delivery process. You will directly impact NPS across BT Business and you will directly impact the BT Business Growth Strategy.

What you’ll be doing

• Own the service design workstream across complex, bespoke bids and tenders, from early analysis through to final submission
• Interpret customer, partner, and tender requirements from a service perspective, aligning BT products, services, and delivery models
• Design end‑to‑end, custom service solutions covering resourcing, operating models, service governance, assurance, risk, and cost
• assumptions
• Produce and shape formal written bid responses, leading the creation of clear, professional, and compliant service design bid text
• suitable for high‑value, high‑risk procurement processes
• Lead the service contribution within bids, working closely with sales, commercial, operations, solution architects, delivery teams, and
• third‑party partners
• Engage directly with customers and external stakeholders to clarify requirements, present service propositions, support negotiations, and respond to challenges throughout the bid process
• Work with operational and delivery teams to secure agreement on service assumptions, delivery approaches, risks, dependencies, and commercials
• Manage service documentation, quality assurance, and governance through each stage of the bid lifecycle
• Support bids across public sector, commercial, wholesale, managed services, and government contracts
• Work on high‑value, complex opportunities, including bids valued at £100m+, often with bespoke service requirements and non‑standard delivery models
• Manage multiple bids in parallel, typically on 4–6 week cycles, with longer engagement on large or strategically significant opportunities

Essential Skills / Experience

• Significant experience in service design, service operations, or managed services within a large, complex organisation
• Demonstrated ability to translate detailed, often ambiguous requirements into practical, scalable, and cost‑effective bespoke service designs
• Strong experience contributing to formal bids and tenders, with confidence producing high‑quality, professional written bid text aligned to procurement requirements
• Excellent stakeholder management skills, with the confidence to engage customers, senior internal stakeholders, and third‑party partners
• Strong communication and presentation skills, including the ability to explain service models, assumptions, and risks clearly to both technical and non‑technical audiences
• Clear commercial awareness and strategic understanding, with the ability to balance customer needs with BT’s commercial priorities and risk appetite
• Comfortable operating in fast‑paced, deadline‑driven bid environments, managing multiple complex priorities simultaneously
• Sufficient technical understanding to engage effectively with technical specialists and challenge assumptions where needed
• Eligible for UK security clearance (SC and/or NPPV3)

Desirable Skills / Experience

• Direct experience responding to complex, high‑value formal tenders or competitive procurement processes
• Background in service operations, client services, contract management, or ITIL‑aligned roles
• Experience supporting bids within government, public sector, or regulated environments
• Exposure to technology‑led services such as networks, voice, software‑defined services, end‑user compute, or IT takeovers
• Experience working within matrixed or virtual teams across multiple locations
• Existing SC or NPPV3 security clearance
• Experience working across multiple industry sectors

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life.
You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus
• 25 days Holiday
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.
Ready to connect for good and help shape the future? Apply now.