Service Design Architect (SDA)

Job Description

*Why this job mattersWorking on the majority of Products contained within the GS Portfolio, SDAs are process consultants accountable for the design and implementation of E2E Journeys to support product roadmaps, solutions and single developments in specified portfolio areas. These portfolio developments will help Global create the most commercially successful customer centric portfolio in terms of market leadership, revenue growth and cost reduction through operational efficiency. We strive to strike the balance between providing the best possible service to our customer, at the optimal cost to the business, without compromising quality.Our governance is centred by our Concept to Market (C2M) principles including Waterfall and Agile methodologiesWhat I ll be doing your accountabilities

• Self-manage portfolio developments and launches to time, cost and quality, as outlined in the C2M RACI
• Translate business requirements into operational impact and align with associated systems architecture as defined by the solution design

Create and maintain key reports and documentation ensuring effective collaboration by producing output consistent with agreed format and frequency

• Instigate and manage operational relationships covering all functions involved in the journey from Learn to Generate Invoice and support. Ensure all requirements, risks and issues are captured and understood by all relevant stakeholders and ultimately secure operational agreement to support project launch
• Be fully accountable for the creation of ARIS Connect product models and updates required throughout project delivery. Be responsible for identifying the necessary supporting procedures and ensure they are seamlessly linked to your process
• Identify and facilitate operational training requirements to ensure Gold Users are fully equipped with the necessary knowledge to upskill the remaining team supporting the function
• Proactively review and agree a test strategy to build confidence throughout the project. Facilitate both Prototyping and User Acceptance Test opportunities and communicate output concisely and effectively. Provde Operational Readiness Testing consultancy ensuring effective operational scheduling and support. Monitor resolution of any technical and operational defects or non-compliances throughout the project to ensure overall status is fully understood.
• Customer experience must be the critical influence for every project you support

Skills/Experience required for the Job:

• A confident process consultant having the relevant industry qualifications
• An overall awareness of the BT Global Product Portfolio including completion of the Global Portfolio
• Stakeholder Management: Positive relationships established and managed with key stakeholders (at all levels of the business) to ensure successful business outcomes
• A good communicator who knows their audience and how to maximise impact with key messages
• Delivery: be positive, influence others to collaborate effectively, find solutions to achieve the objective. Think autonomously and voice concern at the right point to enable time for recovery
• Commercial Comprehension: Delivering profitable growth (i.e. balance delivery and benefits)
• Good administrative skills to create and update documentation to give near real time visibility of progress, risks and issuses
• Development: owns a constantly evolving personal development plan to mirror evolution within the role and BT

Mandatory Experience:

• Process design: Competent using ARIS Connect to update and create models adhering to Group defined standards and architecture. Skills maintained throughout (keep alive)

Preferred:

• Project Delivery Methodologies in general but specifically Waterfall and Agile
• Operational modelling covering service delivery and in life support
• Customer experience through moments that matter, personas and NPS (Net Promoter Score) measures.

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Keyskills :
drawinggraphic designsitedesigndocumentationtest strategycost reductionuser acceptanceservice deliverycustomer centricinfluence othersproduct portfolioprofitable growth