Role Title: Service Designer
Duration: contract to run until 31/03/2026
Location: occasional to Bath/Corsham/London - once a month
Rate: up to £460 p/d Umbrella inside IR35
Clearance required: Active SC Clearance is mandatory. MOD SC is heavily desired, alternatively you can have active SC from another government agency.
Role purpose / summary
Service designer to play a crucial role in shaping the overall experience of the CPA service from start to finish.
- Map out the entire journey a user takes to complete a goal, ensuring a seamless experience across all touchpoints
- Conduct extensive research to understand user behaviours, needs, and pain points.
- Help in creating services that are user-centric and effective
- Work closely with various stakeholders, including snr product managers to ensure the service aligns with both user needs and business goals
- Contribute to the strategic planning of service delivery, ensuring that the service aligns with acoe's objectives oversee the implementation of service designs and continuously evaluate their effectiveness, making necessary adjustments based on user feedback and performance metrics
This role will be working under the direction of the Product Manager and support is provided in terms of guidance and steer
ACOE Background and Further Information
The Automation Centre of Expertise (ACOE) is planning to launch an enterprise ServiceNow platform service to support complex process automation (CPA). The next phase is a pilot at OFFICIAL with a delivery partner (developing an application) but may (depending on demand and dependencies) also include a pilot at SECRET with another partner.
The platform will include:
- Provisioning & environment automation; reuse component provisioning; DevOps pipeline (plus good practice); test automation reusable framework
- Common services: Incremental implementation of content and products for common platform services, common integrations, environment non-functionals, platform assurance/accreditation, monitoring & benefits automation, reusable common components, integration with ACOE reuse services
- Developer services: Incremental implementation of content and products for policy, governance, guardrails, path to live platform services, licencing, reusable components, integration into other front door processes.
The services to be provided will also include:
- Policy, governance and guidance for the platform for the federated model of delivery in Defence
- Advice and guidance on automation and CPA architecture and technology selection
- Content to support benefits management and reuse services for the platform
- A communications campaign across Defence (including the Foundry and Defence Digital) to promote CPA awareness, provide examples, facts and figures and promote good practice
- Development of a CPA community and CPA skills
- Assessment of the pilot
- Assessment of demand for subsequent activities and production of a roadmap to support the demand
- Definition of a scorecard (for subsequent implementation) to provide analytics for the success of the platform as it scales
- Integration of CPA into the ACOE.
All profiles will be reviewed against the required skills and experience. Due to the high number of applications we will only be able to respond to successful applicants in the first instance. We thank you for your interest and the time taken to apply!
