IT Service Design Lead (12-Month Fixed Term Contract)

Core Job Description

We are looking for a highly organised IT Service Design Lead to join our IT team on a 12-month fixed-term contract. In this role, you will be the vital bridge connecting technical IT and Security changes to the humans who use them.

You won’t be expected to configure systems, write code, or own technical implementations. Instead, you’ll bring structure, coordination, and momentum to how IT services are designed, introduced, and adopted across the business. You will partner closely with Service Operations, Security, and People Team (P&C) to ensure our internal systems are clear, easy to use, and well-supported.

A key and incredibly rewarding part of this role will also involve providing direction and coaching to our Change & Communications Coordinator, helping them build autonomy and confidence along the way.

Key Responsibilities:

• Shaping the service design and change approach for priority IT initiatives—ensuring new tools are actually understood and adopted, not just announced.
• Partnering with Service Operations to map out support readiness, making common IT request pathways and our service catalogue much more user-friendly.
• Supporting the rollout of Security roadmap initiatives (like context-aware access) by translating technical requirements into practical, easy-to-follow guidance for impacted teams.
• Establishing an engaging, non-punitive operating model for security awareness and training (including phishing simulations and follow-up support).
• Streamlining the employee lifecycle (onboarding, offboarding, role changes) alongside People Team (P&C) to automate workflows and reduce manual handoffs.
• Coaching our Change & Communications Coordinator through regular 1:1s, helping them own defined workstreams and manage peer-level stakeholder relationships.

Key Qualifications and Skills

You’re a master of structure, curiosity, and stakeholder management You don’t need deep technical or security expertise to be successful here, but you do need to be comfortable leaning into ambiguity, getting up to speed quickly, and bringing order to complex rollouts.

Practical Change Leadership You know how to take priority initiatives and organize them so plans, owners, audiences, and support needs are crystal clear.

Critical Thinking You look beyond the immediate request to understand the real problem. You anticipate operational friction points and know exactly what needs to happen for a change to land well.

Relationship Building You excel at building trusted working relationships across diverse teams (Security, People Team (P&C), Operations) to align expectations and support adoption.

Coaching & Mentorship You know how to support team members by providing context (not just tasks) and giving them the space and feedback they need to grow their independence.

Initiative & Prioritization You can identify service gaps early and come to the table with first-pass recommendations. You also know how to focus on the highest-value workstreams without trying to boil the ocean all at once.

You give a crap Do you want your work to make the world a better place? Do you want to work with other people who feel the same way?