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  • Remote working
  • £600+ per day
  • Contract , 5 months
  • Full time

Our Major public sector client is currently recruiting for a Service Design Manager on a 5 month initial contract paying £600 P/D Inside IR35.

Role: Service Design Manager

Contract Length: 30.09.21

Location: Remote working

IR35: In scope

Pay Rate to Candidate: £600 Umbrella

Security Clearance: BPSS

CV Deadline: 29th April at 8am

Interview Process: MS Teams

About this role:

You will:

• work closely with Senior SD and the Lead SD for Service Design to create appropriate and impactful SD leadership, management and quality structures across the programme

• work closely with their colleagues in a wider User Centred Design team, including User Research (UR), Interaction Design (IxD) and Content Design (CD)

• work closely with senior stakeholders and agile, multi-discipline development teams to design, deliver and implement new digital services, and/or improve live services.

• influence the service proposition across their part of the programme, align and prioritise user research activities with relevant roadmaps, in a user centred approach

• supervise, line manage and develop a multi-agency pool of Service Designers

• use their specialist knowledge and experience to make informed, credible decisions about the deployment of Service Design

• communicate with sensitivity and diplomacy to ensure the right direction is followed and that user needs are at the forefront of the design process

Values and Behaviours

People Focused: You value and promote positive relationships with colleagues, customers and the public and are responsive to their needs.

Trustworthy: You act with integrity, impartiality and openness and in the best interests of the public.

Professional: You deliver on your commitments by applying the highest levels of expertise, conduct and personal responsibility.

Innovative: You actively embrace change and bring new ideas to deliver excellent services for your customers and better outcomes for the public.

Knowledge, Skills and Qualifications:

• Substantial specialist knowledge of a range of service design (SD) approaches, artefacts and strategies

• Experience of leading service design activities within an agile multi-disciplinary team with product owners, delivery owners and other UCD colleagues (user researchers, interaction designers, content designers) to create world-class service design artefacts.

­ Experience of scoping, defining and running discovery or continuous improvement service design on complex programmes.

­ Extensive knowledge of SD methods across the user-centred design lifecycle and how to select, plan, design and implement them.

­ Experience of user journey mapping activities incorporating both on and offline journeys, using a user needs based approach.

­ Evidence of delivering service designs that have had a demonstrable positive influence on public-facing services or products.

• Confident in working with a wide range of internal and external senior stakeholders, product owners and designers

• Experience of influencing, negotiating and presenting to a wide range of audiences including programme people, the wider NHS Digital organisation and externally to partner organisations and senior stakeholders.

­ Experience of working with senior stakeholders, product owners and designers to define hypotheses to put into user research.

­ Experience of supporting the implementation of health policies at a national level by ensuring decision makers understand the consequences of proposed policies on citizens.

• Working knowledge of the Government Digital Service (GDS) Standard.


• Knowledge and experience of service design in a healthcare setting

• Experience of working on high-complexity, high-pace and pressurised programmes

• Experience of collaborating with service designers and other UCD roles from other governmental, health and private sector organisations track.

• Applies political sensitivity, organisational skills and governance processes to ensure project success.

Key Tasks and Deliverables

• work with service managers and programme directors to develop design concepts

• take responsibility across complex services

• help set direction and embed good practice within teams

• make informed decisions based on research and understand how this research impacts others

  • Quote ref: 990045/39775

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