IT Service Design Lead
CR3
12 Month Secondment
Remote – 1 day a month in the Manchester Office
The role:
As an IT Service Design lead, you’ll get involved in designing how services are structured, integrated and introduced across systems, designing the ecosystem that supports our services. You will play a key role in shaping how services are structured and delivered, including diagramming services, the people who supports them and any third party involvement or dependencies. This role focuses on Service Architecture Design, ensuring that service journeys, support models, processes and technology layers all work together to enable a smooth, sustainable service delivery. You will work with a Senior Service Design Lead, Service managers and programme directors to develop design concepts, support on setting the direction and quality assurance of Service Design delivery across multiple teams.
Key Accountabilities:
Design and Model Services* – Create and maintain service blueprints, operating models, and architecture diagrams to represent current and future states of services.
Drive Agile and Lean Practices* – Influence, coach, and support teams to adopt the right Agile and Lean approaches, adapting methods as projects evolve.
Service Transition & Alignment* – Ensure service designs and transition plans align with business needs, enabling smooth introduction of new or changed services into live operations.
Stakeholder Engagement* – Work with and challenge senior stakeholders, manage expectations, and facilitate discussions on high-risk or complex issues.
Strategic Contribution* – Support the Senior Design Lead in implementing organisation-wide strategies, balancing business needs with user insights and long-term service improvements.
Collaboration & Continuous Improvement* – Foster effective team dynamics, resolve conflicts, and recommend sustainable changes to organisational structures and processes.
Technical Capabilities:
* Familiarity with diagramming software (e.g.Visio).
* Understanding of ITIL frameworks
* Familiarity with applications of Agile and Lean methodologies
Knowledge, Skills and Experience Required:
* Ability to identify system dependencies in end-to-end service delivery and operational workflow, including bottlenecks and impact across touchpoints
* Understanding of ITIL frameworks
* Ability to map services across layers, front-stage (customer-facing), backstage (supporting processes) and systems.
* Familiarity with Agile project management tooling - Jira/Confluence
* Prince 2 or Project Management knowledge is beneficial
* Experience on supporting multiple high profile work streams successfully
We can only consider candidates with the right to work in the UK at this time.
Our Bank is passionate and committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential.
At the beginning of the year, The Co-operative Bank officially became part of the Coventry Building Society Group. Together, we have shared values and an ethical approach towards our members, customers and colleagues.
If you require more information or this document in a different format, please contact careers@co-operativebank.co.uk
As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.
*Rated by Morningstar Sustainalytics in the Regional Banks sub-industry with a score of 11.2 as of 14 January 2025.