Service Designer

  • 240k -300k
  • Kuala Lumpur, Malaysia
  • Permanent, Full time
  • Standard Chartered Global Business Services Sdn Bhd
  • 21 Sep 17

We need an integrated approach of linking the customer experience journey to End User Services. Service designer is responsible for linking it to 5 key aspects i.e. “STAMP” (Solution, Tools, technical and enterprise Architecture, Measurements, and Processes) of the Service Development Framework

Job profile

We need an integrated approach of linking the customer experience journey to End User Services. Service designer is responsible for linking it to 5 key aspects i.e. “STAMP” (Solution, Tools, technical and enterprise Architecture, Measurements, and Processes) of the Service Development Framework ensuring Services are aligned to strategy and provides desired business outcome, while ensuring compliance and deliverability within Standard Chartered. This can include, but is not limited to defining service models, service performance, SLA, contract compliance, service transition planning, Future Modes of Operation and 3rd party vendor relationships.
Role is expected to provide SME advice and support to Solution Architects (primarily in design phase, however the role covers the full lifecycle) operating across a broad range of solution technologies. To be successful in the role - detailed understanding of Enterprise Architecture and ITIL Service Management is required.

Key accountabilities and decision ownership

  • Develop Services ensuring they aligned to EUS strategy and the business outcomes and developed in accordance to common customer experience journey
  • Ensure that services are aligned with the relevant governance, compliance & assurance processes
  • Lead the Service Design work stream activity for managed services for the end-to-end service design
  • Offer thought leadership to help shape and define customer requirements, working with our technical, security, commercial, product teams and the end user
  • Ensure Services are aligned to EUS strategy and the business outcomes and developed in accordance to common customer experience journey
  • Ensure that solutions are aligned with the relevant governance, compliance & assurance processes (with functional approvals where necessary)
  • Ensure that the solution costs accurately reflect the approved solution design and that such costs have been optimized wherever possible
  • Ensure that delivery plans align with the solution design and that any key delivery risks are highlighted & understood
  • Responsible for all aspects of the E2E Service Design with a demonstrable level of expertise and capability
  • Lead the Service Design work stream activity for managed services and be accountable for the end-to-end service design
  • Work collaboratively across SCB lines of businesses and with external suppliers and partners to create innovative solutions

Must have technical / professional qualifications:

  • Bachelors in IT
  • Extensive experience in IT Managed Services, Enterprise Architecture, and ITIL Service Management
  • ITIL, eTOM or TOGAF certification