Tower Lead - ServiceNow, IT Service Management

Job Description\\r\\nService Integration & Management (SIAM) Service Design Manager\\r\\nRole Purpose\\r\\nThe Service Design Manager is responsible for designing, governing, and assuring end-to-end IT services within a multi-supplier environment. The role ensures that all new services, applications, infrastructure solutions, and technology changes are designed with operational excellence, supportability, resilience, security, monitoring, and service management requirements embedded from inception.\\r\\nThe Service Design Manager acts as the custodian of service design standards, ensuring services are fit for purpose, fit for use, and fully aligned with business objectives and the SIAM operating model.\\r\\n\\r\\nKey Responsibilities\\r\\nService Design Governance\\r\\n• Define and maintain the Service Design framework, standards, policies, and operating procedures.\\r\\n• Govern the design of new and existing IT services across the service lifecycle.\\r\\n• Ensure all service designs meet business, operational, security, compliance, and support requirements.\\r\\n• Establish and enforce Service Design quality gates before transition into production.\\r\\n• Chair Service Design Reviews and Architecture Assurance forums.\\r\\nEnd-to-End Service Design\\r\\n• Design integrated business services spanning applications, infrastructure, cloud platforms, networks, suppliers, and support teams.\\r\\n• Develop and maintain Service Design Packages (SDPs).\\r\\n• Define service scope, dependencies, support models, service levels, operational requirements, and ownership structures.\\r\\n• Ensure services are designed for availability, resilience, recoverability, scalability, and performance.\\r\\n• Validate end-to-end service maps and associated service dependencies.\\r\\nOperational Readiness & Service Acceptance\\r\\n• Define operational readiness criteria for all new or modified services.\\r\\n• Ensure monitoring, alerting, support processes, knowledge articles, runbooks, and escalation paths are established prior to go-live.\\r\\n• Lead Operational Acceptance Testing (OAT) and Service Acceptance activities.\\r\\n• Confirm support teams and suppliers are trained and prepared to support new services.\\r\\n• Ensure successful handoff from project delivery teams to operational teams.\\r\\nSupplier Integration & Coordination\\r\\n• Collaborate with internal and external suppliers during service design activities.\\r\\n• Ensure supplier responsibilities, interfaces, and service boundaries are clearly defined.\\r\\n• Validate support models across multiple service providers.\\r\\n• Establish service accountability matrices (RACI) and cross-supplier operational processes.\\r\\n• Align supplier service levels with business requirements.\\r\\nService Level & Performance Design\\r\\n• Define service targets, SLAs, OLAs, KPIs, and monitoring requirements.\\r\\n• Ensure measurable service outcomes are designed into every service.\\r\\n• Establish reporting requirements and service performance metrics.\\r\\n•

Key Responsibilities