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:
• 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