Service Design Co-ordinator

Job summary

NS&I is one of the largest savings organisations in the UK, serving over 24 million customers and managing more than £240 billion in assets. As both a government department and an Executive Agency of the Chancellor of the Exchequer, NS&I has a long public‑service heritage dating back to 1861.

As a key member of the Service Change Team, you will play a vital role in shaping how new and changed services are designed and introduced into live operation across NS&I. You will ensure that every service or product delivered through our multi‑supplier model is designed collaboratively, aligns with NS&I’s integration strategy, and meets the needs of the business and our customers. This includes ensuring that services transition into live with clarity, control and minimal disruption.

You will act as the coordination point between solution design teams, technical architects, service owners and suppliers, ensuring that service designs are consistent, complete and aligned with SIAM principles. You will work closely with stakeholders to confirm how services will operate in practice, including ownership, support models, KPIs, SLAs and operational readiness. The role requires the ability to interpret complex technical information and translate it into clear service design requirements that support a smooth transition into operation.

You will manage the creation, quality and approval of Service Design Documents and support the operationalisation of the service design process across NS&I and its delivery partners. Working with teams across SIAM/ESM and wider transformation programmes, you will help embed new processes, improve ways of working and ensure that services entering the Future Operating Model do so with strong foundations. You will assess service impacts, identify risks or gaps and maintain service integrity through effective engagement with stakeholders.

Building strong, collaborative relationships will be central to your success. You will work with internal teams across Enterprise Architecture, IT Solutions, Change Delivery and business owners, as well as external strategic partners including IBM, Atos, Sopra Steria and consultancy organisations. Your work will support strategic transformation programmes by ensuring that service designs align with governance, security and regulatory expectations.

To thrive in this role, you will bring extensive experience in ITIL‑aligned Service Design and Service Management within complex multi‑supplier environments. You will be confident working at pace, balancing competing priorities and engaging with senior stakeholders. You will also contribute to best practice by identifying opportunities for continuous improvement and supporting a consistent, efficient and high‑quality service design capability across NS&I.

Job description

See attached role profile for further details.

Person specification

Essential experience

You’ll have a demonstrable passion for ensuring effective management of a service through data & knowledge, with the following experience:

• Demonstrated extensive experience in Service Management & Operations specifically Service Design (ITIL) to a high standard across multiple technologies & suppliers.
  • Strong background in documenting & managing Service Changes to service including evidence tracking.
  • Experience working in ITIL Service Management in a live/complex, multi supplier outsourced, SIAM delivery environment.
• Demonstrated understanding of ITIL framework
• Demonstrated experience of consulting regularly with senior stakeholders to provide analysis and recommendations.
• Demonstrated significant experience of delivering at pace whilst managing conflicting priorities
• Demonstrated ability to assess Business drivers and evaluate the impact across a complex multi - supplier IT estate on a Live Service
• Demonstrated understanding of Service Delivery components, including Contracts, tooling, industry best practices and reporting
• Demonstrated experience with ITIL v3/4 and its application in Service Design Co-ordination

Demonstrated ability to manage across diverse stakeholders and suppliers

Required qualifications

• ITIL 3 or 4 - provides a broad understanding of the ESM framework and Service Management framework.
• ITIL Specialist: Create, Deliver and Support or equivalent is desirable
• SIAM Foundation or Professional Certification (e.g. from Scopism) is desirable

Essential skills

• Effective influencing skills with senior stakeholders, both internal and external.
• Proven ability to build effective relationships and manage stakeholders.
• Demonstrated Customer & Service Management focus to ensure services meet requirements of both.
• Demonstrated ability to use a structured, analytical approach to problem-solving.
• Proven ability of working under pressure; using coordination and organisational skills to manage competing priorities.

Essential technical knowledge

• Working knowledge of Service Now as a Service Management tool.
• Understanding of Lean, Agile and DevOps principles in a service-centric delivery model.
• Understanding of service architecture and design principles
• Knowledge of cloud services, infrastructure and application management
• Awareness of security, compliance and data protection standards.

Behaviours

We'll assess you against these behaviours during the selection process:

• Communicating and Influencing
• Managing a Quality Service
• Seeing the Big Picture

Benefits

Alongside your salary of £45,500, National Savings and Investments contributes £13,181 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

NS&I is one of the largest savings organisations in the UK with more than 24 million customers and over £218 billion invested. We are both a government department and an Executive Agency of the Chancellor of the Exchequer. Our origins can be traced back more than 150 years to 1861.

A small company with a big reach, we offer a range of benefits including flexible working, great opportunities for development and a generous pension scheme. We care for colleagues, respect one another, invest in our people and manage talent effectively.

Some benefits of working at NS&I include:

• • Learning and development tailored to your role
  • An environment with flexible hybrid working options
  • 9 day fortnight scheme
  • A culture encouraging inclusion and diversity
  • A Civil Service pension with an average employer contribution of 97%
  • Generous annual leave – starting at 25 days, increasing to 30 days
  • Performance related variable pay bonus
  • Enhanced maternity, paternity, adoption and shared parental leave

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

To apply, please click the link on this advert and follow the steps to complete the application form.

As part of your application, you will be asked to provide the following:

• An outline of your career history and qualifications, highlighting your key responsibilities and achievements relevant to the role
• A 500 word personal statement on the key essential experience below:
• Extensive experience in Service Design and Service Management within a complex, multi‑supplier (SIAM) environment
• Experience coordinating the design of new or changed services and producing high‑quality Service Design Documents and evidence
• Experience working within transition or transformation programmes, ensuring services move smoothly into live operation
• Strong understanding of business drivers, and the ability to assess service impact across a multi‑supplier IT estate
• Experience applying ITIL v3/v4 principles, particularly within Service Design and Transition
• Experience managing relationships and influencing senior stakeholders to support informed service design decisions
• Ability to work at pace, manage competing priorities and maintain service integrity during service change

• 250 word statement for the selected behaviour at sift.
  • Please use examples from your experience and knowledge to demonstrate how you meet them addressing the essential criteria in the Person Specification. We would recommend using the STAR method.

We will assess applications on your personal statement and the Behaviour statement.

Sift Process

If we receive a large number of applications, an initial sift will take place using:

1. The Personal Statement, and
2. Managing a Quality Service (lead behaviour).

Applicants who meet the minimum acceptable standard for these will progress to a full sift and be considered for interview.

If shortlisted, you will be invited to attend a 1 hour panel interview via video call.

As part of this interview you will be asked to make a 10 minute presentation aimed at demonstrating your experience.

Interviews will take place from the 6th April 2026

Note we are unable to accept CVs.

This role is subject to Baseline Personnel Security Standard and financial credit checks.

Reserve List

A reserve list may be held for a period of 12 months from which further appointments can be made.

Working for NS&I

Any move to NS&I from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/.

For NS&I employees: If you are applying for a role at the same NS&I band as you are currently and the advertised salary of the role is higher, if you are successful, any salary increase will be at the discretion of NS&I and will be reviewed as part of the next annual pay review, in accordance with the NS&I employee handbook.

For Existing Civil Servants: If you are transferring from another government department at the same grade, your current salary will generally be matched within reasonable parameters and subject to NS&I pay ranges. If you are transferring on promotion, you will be offered the starting salary at the bottom of the pay scale. If you are transferring on promotion and your existing salary is within the advertised range, you will be offered a maximum of a 10% uplift on your existing salary (up to the advertised maximum).

For External Candidates: If you are not currently employed within the civil service, you will be offered the starting salary at the bottom of the advertised pay range

Further information

Please visit our website http://nsandi-corporate.com/about-nsi for further details about NS&I.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : HR Team
• Email : jobs@nsandi.com

Recruitment team

• Email : jobs@nsandi.com

Further information

The law requires for selection for appointment to the Civil Service is on merit on the basis for fair and open competition as outlined in the Civil Service recruitment principles. If you feel your application has not been treated in accordance with the recruitment principles and you wish to make a complaint, you should contact jobs@nsandi.com in the first instance. If you are not satisfied with the response you receive, you can contact the Civil Service Commission info@csc.gov.uk

Attachments

Service Design Coordinator Role Profile Opens in new window (pdf, 382kB)Pension candidate-pack V1 Opens in new window (pdf, 166kB)Benefits Leaflet - V2 updated 22-11-23 (1) Opens in new window (pdf, 514kB)