About the Role:

Our Client has an existing, in-service M365 service that has not gone through a formal service design and service transition. Your task is to reverse engineer this service design and service transition as the environment matures. The purpose of this work is to identify and remove repetitive tasks from the engineering team, via both shift-left and automation, whilst allowing for a more scalable and agile environment within a well-designed service operation. You will have multiple M365 service designs behind you, having been involved with the service design and transition of at least one full-scale cloud migration, and with multiple, separate workload service introductions. You will have the experience, knowledge and confidence to know how this is done, whilst also having the adaptability to fit in with the culture of the organisation. We are seeking a detail-oriented and strategic service designer to establish the foundational structure for service mapping and design for M365 as the first service the organisation is doing this with. This role will be instrumental in defining, visualising, and standardising how services are identified, categorised, and presented, ensuring alignment with business goals and operational efficiency in a multi-jurisdiction, federal-style organisation. Previous experience with Service Now is required. The client is currently in the early stages of establishing their CMDB and CSDM. Working within the M365 engineering team, you will work closely with those engineers and the service team to ensure that the service you design meets their requirements, whilst leading the way on bringing your experience and expertise. You will be comfortable working within a primarily technical environment. This role would suit an established or senior service designer who is looking for an opportunity to add service architecture work to their resume.

Key Responsibilities:

• Establish Service Mapping Foundations
  • Define and document the current portfolio of services with M365.
  • Collaborate with stakeholders to validate and refine the service inventory and the roles and responsibilities across multiple teams.
• Define Service Display Criteria
  • Develop and implement criteria for how services should be represented, including Service layers and colour Coding for visual clarity.
  • Service Level Agreements (SLAs) and performance metrics.
  • Priority Levels based on business impact and urgency.
  • Ownership Models (In-house vs. Supply Chain/Third-party).
• Design Service Presentation Structure
  • Create a standardised structure for presenting service architecture.
  • Help to define the format and tools for service visualisation (eg, Microsoft Visio or alternatives).
  • Ensure consistency and scalability in service design documentation.

Required Skills & Experience:

• Proven experience in service design, service architecture, or IT service management.
• Strong understanding of service mapping methodologies and frameworks, e.g. ITIL.
• Proficiency in visualisation tools such as Microsoft Visio, or similar.
• Excellent analytical, documentation, and communication skills.
• Ability to work cross-functionally with technical and non-technical teams.
• Experience with cloud infrastructure and hybrid environments.
• Familiarity with CMDB and service catalogue tools.
• Experience with shift-left initiatives and scalable ways of automating the colleague service experience.