Service Design Specialist

Job Overview:

We are building a modern Service Management capability combining ITIL 4, SRE, automation and operational governance to enable fast, reliable delivery.

This role translates business and technical requirements into practical, end-to-end service designs, creating the models, documentation and readiness evidence needed to ensure services are supportable, resilient, secure and ready to operate from day one.

Working across product, engineering, architecture, security, operations, service management and suppliers, the role facilitates design conversations, identifies gaps early and helps delivery teams achieve service acceptance and operational readiness without unnecessary delay.

• Support the end-to-end design of new IT services and significant changes to existing services across people, process, technology, information and partners.
• Facilitate service design discovery sessions and translate business, customer, technical, security, data, risk and regulatory requirements into clear service design requirements.
• Create and maintain proportionate Service Design Packages, service models, operating models, process flows and supporting design artefacts.
• Define service ownership, support hours, support tiers, roles and responsibilities, escalation paths, on-call arrangements and operational hand-offs.
• Design or document the operational processes needed to support the service, including incident, major incident, request, problem, change, release, knowledge and continual improvement activities.
• Embed availability, capacity, resilience, continuity, performance, security, observability, user experience and supportability requirements into service designs.
• Help define service levels and service health measures, including SLAs, SLOs, SLIs, operational metrics, monitoring, alerting, dashboards and reporting requirements.
• Translate service designs into practical tooling requirements, including service catalogue entries, assignment groups, knowledge, CMDB/CSDM data, service mapping and operational workflows.
• Support the definition and assessment of Service Acceptance Criteria and provide evidence for design assurance, operational readiness and release readiness reviews.
• Identify design gaps, supportability risks, unresolved dependencies and operational constraints; agree owners and track actions through to closure.
• Support service transition activities including knowledge transfer, support-team enablement, communications, operational handover and early-life support.

• Practical experience in IT service management, service design & introduction, service transition, service delivery or IT operations ideally in a regulated, risk-managed or audit-controlled environment.
• Demonstrable experience creating Service Design Packages, service models, support models, process flows, operating procedures and governance documentation.
• ITIL 4 Foundation certification or a higher relevant ITIL 4 qualification with working knowledge of ITIL 4 practices, particularly Service Design, Service Configuration, Incident, Problem, Change Enablement, Release, Knowledge, Service Level and Continual Improvement.
• Experience converting functional and non-functional requirements into supportable operational designs and measurable service outcomes and supporting service acceptance, operational readiness, knowledge transfer, production handover or early-life support.
• Strong documentation, process-mapping, analytical and facilitation skills, with the ability to make complex service arrangements clear and actionable.

• Experience with Service Now or a comparable ITSM platform, particularly service catalogue, CMDB, CSDM, service mapping, knowledge or workflow capabilities!
• Understanding of SRE concepts such as SLAs, SLOs, SLIs, error budgets, service health, reliability and observability.
• Experience in Dev Ops, CI/CD, cloud, SaaS, PaaS, platform engineering or distributed application environments.
• Experience applying automation, AIOps, service intelligence or AI-enabled workflows to improve service management outcomes.

Joining Arm means being part of a world-class team that…