Service Design Architect

Job Description

Job Req ID: 57028

5Posting Date: 8th May 2026

Function: Design

Location: Sheffield, Manchester, Glasgow

Salary: Competitive + Benefits (Internal grade D)

Why this job matters

This role is central to ensuring BT Business can deliver managed services that meet complex customer needs while shaping high-quality experiences for Corporate and Public Sector customers. It drives the service design approach across major bids, ensuring solutions are realistic, deliverable, and cost-effective. Working across the full lifecycle, the role influences customer satisfaction, strengthens stakeholder collaboration, and contributes directly to business growth.

Please note you must either hold or be eligible for SC (Security Clearance) for this role, which will require a minimum of 5 years working history in the UK to be eligible.

What you’ll be doing

• Design and deliver service models for complex customer solutions, including requirements gathering, solution design, pricing, and resource planning
• Build and manage senior customer relationships, providing guidance that shapes service strategy and operational decisions
• Lead and contribute to bid activities, producing high-quality proposals and coordinating inputs from partners and third parties
• Negotiate key service elements such as contracts, SLAs, and third-party agreements to ensure aligned and deliverable outcomes
• Drive innovation and continuous improvement in service design, while contributing to best practices, governance, and peer review activities

The skills you’ll need

What we'd like to see on your CV

• Experience in service design within complex environments, with accountability for delivering high-quality, customer-focused solutions
• Effective stakeholder engagement, communication, and negotiation skills, with the ability to influence across functions and collaborate directly with customers
• Commercial awareness, including balancing cost and value and supporting successful bids to secure new business and revenue
• Ability to translate complex technical and strategic concepts into clear, accessible, and compelling written and visual content
• ITIL4 Foundation (minimum) with progression toward advanced certifications, alongside a continuous improvement mindset

Benefits

At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.

• 10% on target annual bonus
• BT Pension scheme, minimum 5% employee contribution, BT contribution 10%
• X4 Salary Life Assurance
• Huge range of flexible benefits including Cycle to Work, Healthcare, Season Ticket Loan, Electric Vehicle Salary Sacrifice
• 25 days annual leave (not including bank holidays), increasing with service
• From January 2025, 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.
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
• 24/7 private virtual GP appointments for UK colleagues
• 2 weeks paid carer’s leave
• World-class training and development opportunities
• Option to join BT Shares Saving schemes
• Discounted broadband, mobile and TV package, including 50% off EE mobile pay monthly or SIM only plans
• Access to 100’s of retail discounts including the BT shop

Flexible Working
This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

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.