Service Design & Delivery Engineer

Job Profile Summary:
This role is focused on designing and implementing best practice service design for end-to-end technology products and services. The Service Design Engineer will gather customer requirements, design innovative solutions, and ensure seamless integration and functionality of technology services.

This role is crucial in enhancing customer satisfaction, driving the company's automation transformation, and ensuring successful planning, governance, tracking, and delivery of technology projects. The role will develop project plans, milestones, and performance reporting mechanisms to ensure effective execution and continuous improvement of services and solutions.

Key Responsibilities:

• Customer Requirements Gathering: Engage with customers to understand their needs and requirements. Translate these requirements into actionable design specifications.
• Service Design: Develop and implement best practice service design methodologies to create efficient, user-friendly, and scalable technology services.
• Integration and Testing: Ensure seamless integration of new services with existing systems.
• Conduct thorough testing to validate functionality and performance.
• Collaboration: Work closely with various departments, including marketing, IT, and customer service, to ensure alignment and successful implementation of service designs.
• Innovation: Stay updated with the latest trends and technologies in service design. Propose and implement innovative solutions to enhance service delivery.
• Documentation: Create and maintain comprehensive documentation for all service design processes and solutions.
• Project Planning and Delivery
• Develop and maintain project plans, schedules, delivery roadmaps, and project milestones for technology and automation initiatives.
• Coordinate project activities across multiple stakeholders, suppliers, and technical teams to ensure successful delivery.
• Establish project governance processes and monitor progress against agreed objectives, timelines, and deliverables.
• Identify and manage project risks, dependencies, issues, and mitigation plans.
• Project Controls and Reporting
• Own and maintain project tracking systems, dashboards, and reporting tools to provide visibility of project status, milestone achievement, risks, issues, and benefits delivery.
• Monitor project performance and recommend corrective actions where necessary to ensure successful outcomes.
• Produce regular progress reports and management updates for key stakeholders and leadership teams.

Essential Education and Qualifications:

• Bachelors degree or higher in a relevant field such as Service Design, Engineering, or Information Technology.

• 8 or more years of related field experience can satisfy this requirement.

• Project Management qualification (e.g., PMP, PRINCE2, Agile Practitioner, MSP or equivalent) is desirable.

Essential Experience and Attributes:

• Strong background in service design and customer requirements gathering.
• Proven track record of designing and implementing technology services, with experience in critical industry similar to Oil & Gas
• Ability to see past the individual technology problem and look towards an end to end solution that includes customer engagement, technology selection, service execution, service completion and reporting and ongoing continuous improvement.
• Demonstrated experience in project planning, milestone management, project governance, and delivery tracking.
• Experience establishing and maintaining project controls, reporting frameworks, and project performance metrics.
• Experience using project planning and tracking tools to manage schedules, actions, risks, dependencies, and deliverables.
• Excellent communication skills, both written and oral.
• Ability to work collaboratively with cross-functional teams.
• Strong problem-solving skills and a proactive approach to challenges.
• Passion for innovation and continuous improvement.

Desirable Criteria and Qualifications:

• Experience with service design tools and methodologies.
• Understanding of industry trends and best practices in service design.
• Experience in the technology or IT services industry.
• Experience with project management and tracking tools such as Microsoft Project, Primavera P6, Azure DevOps, Jira, Smartsheet, Power BI, or equivalent.
• Knowledge of project controls, governance frameworks, and performance reporting.