Service Design Lead (MSP)

Job Title:           SERVICE DESIGN LEAD

Salary:               Up to £60,000

Location:           UK with a need to travel to our Shoreham by Sea office occasionally

Established in 2003, Focus Group is proud to be one of the UK's fastest growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the UK. From our small but ambitious beginnings, we have grown into a nationwide company with over 1100 employees across 16 offices and have recently joined the ranks of Britain's private company ‘unicorns' after securing a new $1bn valuation.

The Service Design Lead is a pivotal role supporting the definition and onboarding of standard services and bespoke services for our clients. The role supports the journey of customers through Service Design from initial discovery, tender (if applicable), design and into early life support. The role covers a blend of commercial and customer influence during the pre-sale process as well as traditional service design and execution alongside our Service Management and Transition teams.

Principal Responsibilities/Duties

• Attend meetings with prospective and existing customers to determine business and service requirements and ensuring that all required information is collated prior to producing a design/solution.
• Provide service solutions in a professional manner and to agreed timeframes, seeking guidance from the the appropriate teams on best practice, suitability and commercial feasibility.
• Create and confidently deliver presentations internally and externally.
• Create Service Design documentation, based on proposed solutions, including network diagrams and technical design.
• Able to understand business drivers and risks involved to the customer and Focus Group
• Structure and produce compelling documentation outlining the cost savings and business benefits.
• Interface with the delivery, project and support team's, articulating customer requirements, to ensure smooth transition from Sale to Delivery.
• Where required, form a key part of a Bid Team for prospective customers.
• Support on the ongoing creation of Service Based content for the purpose of responding to bids & tenders.

• Working with Product Owners, regularly review, enhance and adjust our Standard Service offerings to meet market changes.
• Produce Service Design / Description documents for new products & services.

Essential Skills

• Service Design Expertise: experience in Service Design, with a proven track record of implementing and leading Service Design practices within an MSP environment.
• From a relevant technical background.
• Strong strategic thinking and problem-solving abilities.
• Outstanding communication and interpersonal skills, with the ability to convey technical concepts to non-technical stakeholders.
• A solid understanding of core product sets including M365, Azure, AVD, Windows Server and associated storage/hardware solutions, Networking Solutions including HPE, Meraki and Sonicwall.
• A solid understanding of Cyber technologies such as Zero Trust, SASE, CASB, EDR/XDR, Managed SOC, vulnerability and pen testing, Cyber Essentials Plus and ISO27001.
• Some experience in designing and/or delivering technical solutions in SME to Enterprise businesses.
• A solid understanding of the ITIL Framework.
• Full drivers licence and willingness to travel to client sites.
• Experience in participating in bid-teams as part of a tender process.
• Exceptional written documentation and presentation skills.
• Confident and articulate presentation skills.
• A solid commercial awareness and understanding of IT Managed Service solution and services.

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.

We're proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We're delighted to have been named one of the UK's best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.

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