Service Design Analyst

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.

About the role:

We're supporting the delivery of a major, multi-year transformation programme that spans both IT and Operational Technology (OT) environments, with the aim of designing secure, scalable, and future-ready services across critical national infrastructure.

As the Service Design Analyst, you will support the development of Target Operating Models (TOMs) for IT, OT, and Network services. Working alongside experienced leads, you'll contribute to the analysis, documentation, and visualisation of current and future-state service models—helping define how technology services will operate in the future.

This is a delivery-focused role where you'll gather insights, support stakeholder engagement, and create artefacts that bring operating models to life. It's a great opportunity to grow your expertise in digital transformation, service modelling, and enterprise analysis within a complex and highly collaborative environment.

As a Service Design Analyst, you will:

• Support the documentation of As-Is and To-Be operating models, including service capabilities, processes, roles, and governance
• Create and maintain visual artefacts such as process maps, service blueprints, and capability models using tools like Visio or Lucidchart
• Assist with workshops, interviews, and data gathering activities to capture insights from stakeholders across IT, OT and Network teams
• Analyse service performance data to identify gaps and improvement opportunitie
• Work closely with the Service Design Lead to ensure alignment with overall strategy and timelines
• Maintain a central repository of service design documentation and ensure outputs are consistently formatted and version-controlled
• Support meeting preparation, note-taking, and follow-up activities with stakeholders

Requirements

• Experience in business analysis, service design, or enterprise architecture support roles
• Familiarity with IT and OT environments, and a general understanding of network infrastructure
• Proficiency in process mapping and documentation tools (e.g. Visio, Lucidchart, or similar)
• Strong analytical and problem-solving skills, with attention to detail
• Excellent written and verbal communication skills, with confidence working across diverse stakeholder groups
• Comfortable working in a structured environment with documentation and quality standards

It would be great if you also had:

• ITIL Foundation or awareness of ITIL/TOGAF frameworks
• Exposure to digital transformation or IT/OT convergence programmes
• Experience working in regulated or critical infrastructure sectors such as utilities, transport, or energy

Benefits

At Sword, our core values and culture are based on caring about our people, investing in training and career development, and building inclusive teams where we are all encouraged to contribute to achieve success.

We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life. In addition to a Competitive Salary, here's what you can expect as part of our benefits package:

• Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.
• Flexible working: Flexible work arrangements to support your work-life balance. We can't promise to always be able to meet every request, however, are keen to discuss your individual preferences to make it work where we can.
• A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more....

At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. If you don't tick all the boxes but feel you have some of the relevant skills and experience we're looking for, please do consider applying and highlight your transferable skills and experience. We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex, or sexual orientation. Your perspective and potential are important to us.

If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.