Service Design Architect

We operate a hybrid model of 3 days in the office and 2 days working from home, please only apply if you are comfortable with this arrangement.

About the role

What you’ll be doing

• Lead the design of end-to-end service models for complex customer solutions, translating business, service and operational requirements into deliverable and cost-effective services.

• Partner with product teams to ensure new products are ready to operate as managed services, providing service-led input into tooling, workflows, governance, reporting and pricing.

• Manage relationships with customers and senior stakeholders, using clear communication, commercial awareness and constructive negotiation to agree the right service approach.

• Deliver compelling service content for bids, including service models, proposals, contractual schedules and service-level agreements, bringing together contributions from BT teams, partners and third parties.

• Improve service design methods, documentation and ways of working by sharing expertise, applying industry good practice and identifying opportunities for continuous improvement.

Essential Skills / Experience

• Managed service and ServiceNow expertise: A strong understanding of ServiceNow within managed service environments, with the ability to translate business and operational needs into effective tooling, workflow, governance and reporting solutions.

• Service and product design capability: Experience designing services for business customers and influencing product teams so that products are operationally ready, commercially viable and aligned with managed service strategy.

• Stakeholder and commercial leadership: Strong communication, presentation and negotiation skills, with the ability to build trusted relationships, navigate ambiguity and influence customers and cross-functional stakeholders at senior levels.

Desirable Skills / Experience

• Experience supporting complex bids or producing clear, persuasive service proposal content.

• Knowledge of ITIL practices, ideally supported by ITIL 4 Foundation or broader service management learning.

• Experience working with medium or large commercial organisations, retail businesses or public sector customers.

• Understanding of service costing, commercial modelling, contractual schedules and service-level agreements.

• Experience working across areas such as Service Management, Service Delivery, Finance, Legal, Security and Commercial.

• Existing security clearance, such as SC or NPPV, or the ability to obtain and maintain an appropriate level of clearance where required.

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.

Join us at a pivotal moment for BT Business. We are executing a multi-year transformation to restore growth, modernise at scale and unlock new markets beyond connectivity. Our ambition is clear – return to sustainable revenue and EBITDA growth, strengthen our market position, and deliver meaningful shareholder value through disciplined execution and bold reinvention.

We are fundamentally reshaping the business – simplifying our portfolio, digitising our customer experience and building market-leading capability across cyber, AI and managed services, all powered by the UK’s leading fixed and mobile networks. This is a shift from a legacy connectivity provider to a modern, solutions-led, AI-first business that can truly differentiate in a competitive and fast-moving market.

With execution momentum building and a clear path to growth, the opportunity now is to scale what works, accelerate performance and fully realise our potential. This is about delivering against ambitious financial outcomes while transforming how we operate – creating a business that is simpler, faster, more innovative and easier to do business with.

If you want to be part of the team shaping the turnaround of a multi-billion-pound business – and building a stronger, more competitive BT for the future – this is your moment.