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Service Design & Development Lead

Date: 23-Sep-2022

Location: Malvern, England, GB

Company: QinetiQ

Role Purpose


The Service Design and Development Lead is an internal and customer facing role which is responsible for the overall Service Operations design and development team. The role will require you to work closely with the Head of Tech & Service Operations to create the overall strategy for QinetiQ’s customer support services and will take the lead in building strong customer relationships and improving their experience with QinetiQ.

The Service Design and Development Lead will be responsible for the implementation of the agreed service operations strategy, helping to develop and drive this strategy against business and customer requirements.  The role will also work with the business during bid and pre-sales cycles to help shape service propositions, working alongside technical teams and technical operational management personnel.

A focus of this role is to seek service innovation by maintaining an up to date knowledge of relevant markets trends in order to effectively implement improvement plans and drive efficiencies across service operations, leading on transformation activity where required to improve customer experience.


Key Accountabilities

1.    Take ownership of the service operations strategy, ensuring key team members are involved in the delivery of the strategy and performance is regularly reviewed and on target. 
2.    Lead the development, design and integration of services and products support across QinetiQ including devising and delivering the service strategy. 
3.    Drive standardisation of service and processes across service support areas, ensuring a consistent high standard service is available to both internal and external customers (both internal and external). 
4.    Influence key stakeholders to ensure the service strategy is successfully implemented and be able to enact change to ensure the company can offer a competitive customer proposition. 
5.    Lead Service Operations input to bid responses and proposals, including the Operational Readiness Review governance process. 
6.    Will manage complex internal or external issues and recommend solutions in order for best practice to be adopted across the discipline. 
7.    Drive innovations, efficiency and effectiveness be able to seek out opportunities for continuous improvements, including improving customer satisfaction. 
8.    Provide governance and strategic leadership for service operations capability across the organisation, ensuring that the correct performance and governance information is readily available 
9.    Drive standardisation of service and processes across service support areas, ensuring a consistent, high standard service is available to our customers (both internal and external). driving customer excellence 
10.    Be able to guide others in their acquisition and development of knowledge, including coaching and mentoring junior members of staff. Apply working knowledge to the daily operation and strategy and be able to solve complex issues independently.


Key Capabilities

  1. Conversant with Managed Services business value and opportunities.
  2. Strong operational understanding of Service concepts, and techniques.
  3. Experience of developing a clear strategy and vision for support services function.   
  4. Strong interpersonal skills and is able to effectively collaborate with others and can demonstrate examples of promoting teamwork across national and multinational teams.
  5. Experience of carrying out Line Management duties.
  6. Commercially astute and holds strong business acumen. Has a track record of contract management and successfully contributing to bids.
  7. Has strong attention to detail and is able to analyse data and solve complex problems to ensure risks are minimised and the continuation of services delivered.
  8. History of successfully engaging with customers and being able to meet changing needs and demands.
  9. Excellent communication skills - the ability to write and present complex subject matters in a clear and concise manner.
  10. Proven experience of influencing key stakeholders and decision makers through the promotion of Service Operations strategies.
  11. Can advocate for best practice and is able to provide and deliver solutions for continuous improvement.
  12. Track record of setting and taking ownership of budgets - ensuring the team works in line with profit and loss.


Key Experience

  • Significant experience (minimum of 5 years) in Service Design and Development role within a large complex organisation.
  • Experience of managing a team in a matrix organisation ensuring results are obtained and appropriate support given to all team members.
  • Significant experience of driving customer excellence across a complex service portfolio
  • Degree educated in a relevant subject
  • Qualified in ITIL V3 Service Management
  • Experience of working across diverse services, products and business
  • Willingness and ability to travel
  • Security clearance
  • People Leadership / Management experience

Why join QinetiQ?

As we continue to grow into new markets around the world, there’s never been a more exciting time to join QinetiQ. The formula for success is our appetite for innovation and having the courage to take on a wide variety of complex challenges.

You’ll experience a unique working environment where teams from different backgrounds, disciplines and experience enjoy collaborating widely and openly as we undertake this exciting and rewarding journey. Through effective teamwork, and pulling together, you’ll get to experience what happens when we all share different perspectives, blend disciplines, and link technologies; constantly discovering new ways of solving complex problems in an diverse and inclusive environment where you can be authentic, feel valued and realise your full potential. Read more about our diverse and inclusive workplace culture here.  

Joining QinetiQ offers you an opportunity to work on a broad range of interesting defence-based projects with vast career progression across a global organisation in addition to competitive personal and professional benefits.  You’ll receive a highly competitive salary and benefits package: our basic salaries are very attractive as we constantly review what’s happening in the market. The range of benefits that we offer include, adaptive and flexible working, generous holiday entitlements, Health Cash Plan, Private Medical Insurance and Dental Insurance and much more. 

About QinetiQ

As a company of over 6,000 dedicated professionals, we are a world-centre of excellence in research and development and act as a catalyst for fast-track innovation, offering outstanding experimentation facilities, and technical, engineering and scientific expertise. QinetiQ is made up of dedicated experts in defence, aerospace, security and related markets, all working together to explore new ways of protecting what matters most. Being part of QinetiQ means being central to the safety and security of the world around us. Partnering with our customers, we help to save lives; reduce risks to society; and maintain the global infrastructure on which we all depend. Come and find out how you can play a role.

Please note that many roles in QinetiQ are subject to national security vetting. Applicants that already hold the appropriate level of vetting may be able to transfer it upon appointment, subject to approval. A number of roles are also subject to restrictions on access to information that mean factors such as nationality, previous nationalities held and the country in which you were born may have an effect on the roles that you can be employed in.