Service Design Analyst

Salary: Band 8, £33,039 – £37,584
Location: Agile, Forth Banks Police Station and homeworking
Hours/Contract: 37 hours per week, permanent
The role:
Here at Northumbria Police, we think our region is amazing! It takes a great deal of people from different backgrounds, with diverse skills and experience to serve our force area effectively, think you have what it takes to help us make a difference? This could be the perfect time for you to join us in our Digital Policing Department as a Service Design Analyst.
As a Service Design Analyst, you will be responsible for the design coordination of new services resulting from Digital Policing projects or significant changes to existing live services. The role ensures all processes, activities and resources are effectively managed. Facilitating the creation of the Service Design Package (SDP) providing assurance that services meet or exceed business needs and customer expectations, enabling successful transition.
What you’ll do:
- Manage, guide and support the Service Design process creation for Northumbria Police IT projects introducing new or changed services. Ensuring the Service Design Package (SDP) is created and contains detailed core service information to support the transition into BAU live service. Make recommendations for change in order to improve performance and develop policy and process.
- Manage and design service modelling, leading workshops to establish the transactional flow, customer journey and experience to access and consume services, supported by clear and defined roles and responsibilities as part of the service RACI.
- Lead collaboration activities with all teams involved in Service Design and actively collaborate with Service Transition process and all colleagues and activities to support the release of new and changed services.
- Manage and support the creation and maintenance of the Service Catalogue, ensure accurate and reliable information is available for all services within the Service Portfolio, across all stages of the service lifecycle.
- Support Digital Policing’s Supplier Management approach.
- Analyse, negotiate and agree the most appropriate Service Level Agreement (SLA), considering business needs to influence architectural, contractual, and resourcing considerations, ensuring services are delivered as agreed and expected.
- Analyse and design Service Continuity Management processes to ensure services can provide the minimum level of service, including contingency planning for the restoration of services, including defining Recovery Point Objectives (RPO) and Recovery Time Objectives (RTO).
What you’ll bring:
- Strong knowledge and experience of Service Design and Service Design Packages/Service Architecture.
- Sound expertise in stakeholder collaboration.
- Sound experience in transactional customer support workflows.
- You will excel in customer service and experience.
- Knowledge of ITIL v4 Foundation, preferably with Service Design.
- Experience of developing, implementing, and establishing processes preferably via Service Design activities.
- Good understanding of Service Transition to create robust Service Design Package documentation.
- Awareness of and exposure to ITIL Change & Release Management, Service Asset & Configuration Management.
- Demonstrable experience of working with project teams to achieve defined outcomes, operating in a matrix management environment.
- Good understanding of Business Continuity and its underpinning processes.
We know it’s important for you to feel that you’re not only part of a great team, but part of a community. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.
Harnessing these differences creates a productive environment in which everyone feels valued, and their talents are fully utilised. Appointments are based on merit alone.
Just so you know:
Our application form will help us understand how your work, education and life experience has prepared you for the role of a Service Design Analyst with #TeamNP. To help support your application research what makes us tick here at Northumbria, the role you’re applying for and the values and behaviours that contribute.
The recruitment process will consist of the initial application form followed by an interview. Just so you know, you can save your application and come back to it any time prior to the closing date on the advert.
We are proud members of the Business Disability Forum, with whom we collaborate with to improve the lives of disabled employees. We are also a Disability Confident Employer, therefore if you demonstrate that you meet the minimum criteria for this role as stated in the advert, we will progress your application and offer you an interview.
If you tell us that you have a disability, we can make adjustments to support you through the recruitment process (for example we can arrange extra time for tests or provide a sign language interpreter) You can get in touch with us via careers@northumbria.police.uk for any support regarding the application process. Please provide us with plenty of notice so we can ensure your visit goes smoothly.
If your application is successful, we’ll ask you to complete a Recruitment Vetting (RV) form, therefore you must be a resident of the UK for a minimum period of 3 years to ensure vetting checks can be successfully performed. A job offer will be dependent upon vetting clearance and medical information.
Terms of appointment:
This is a permanent role subject to a six-month probationary period.
If you are successful in your application, you will have a 6month probation period with us where you will be unable to apply for any other post advertised internally or externally.

Proud member of the Disability Confident employer scheme