Service Design Analyst
| Posting date: | 01 July 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 31 July 2025 |
| Location: | UK |
| Remote working: | Hybrid - work remotely up to 5 days per week |
| Company: | NCC Group |
| Job type: | Permanent |
| Job reference: | R9504 |
Summary
Service Design Analyst
Manchester, Cheltenham or London
We’re offering an exciting opportunity to shape and optimise the design of multiple managed security services delivered to a strategic client. As a key team member, you’ll bring a passion for cybersecurity, service design, and operational excellence—ensuring services are delivered to the highest standards and aligned with client expectations.
You’ll own the design, documentation, and continual improvement of a bespoke portfolio of security services. Working closely with Service Delivery Managers, operational teams, and technical experts, you’ll ensure services are clearly defined, effective, and evolve with client needs. If you’re ready to make an impact in a client-dedicated environment, we’d love to hear from you.
Responsibilities
You’ll ensure services are well-designed, documented, and continuously enhanced to meet evolving client needs. You’ll drive service improvements and embed service excellence.
Service Design & Documentation
Design and maintain detailed service documentation: descriptions, process flows, blueprints, and procedures.
Define and maintain client-specific SLAs, OLAs, KPIs, and catalogue entries (e.g., SIEM, SOC ops, Threat Intelligence).
Create/update onboarding materials, escalation paths, playbooks, and runbooks.
Service Transition Support
Collaborate with SDMs, PMs, and technical teams to onboard new or updated services into live operation.
Develop service readiness criteria, transition plans, and handover packs.
Participate in service acceptance testing and validation pre-go-live.
Process Improvement & Continual Development
Identify, prioritise, and document service improvement opportunities with SDMs and ops teams.
Maintain a client-specific CSI register and track all initiatives.
Analyse service performance data (e.g., incident trends, SLAs) to drive efficiency and quality enhancements.
Client & Stakeholder Engagement
Support SDMs with design insights, documentation, and technical input during reviews.
Attend client meetings/workshops for onboarding, reviews, and improvements.
Act as a go-to expert for how services are structured and operate for the client.
Governance, Risk & Compliance
Ensure all service designs and processes align with internal governance and client compliance (e.g., ISO 27001, NIST CSF, GDPR).
Maintain audit-ready documentation and assist with audits or compliance reviews.
Support risk assessments and ensure mitigation plans are in place.
Operational & Administrative Support
Manage a structured, version-controlled library of service documentation.
Track/document all service design changes and ensure communication/implementation.
Assist with internal/client reporting by providing accurate design and performance data.
Experience / Skills
Essential
Experience in service design, management, or transition roles in cybersecurity, ITSM, or managed services.
Strong knowledge of ITIL v4 and experience applying it to design/improvement.
Experience supporting a single strategic client, not just multi-tenant setups.
Ability to produce detailed service documentation and process diagrams.
Understanding of cybersecurity managed services (SIEM, SOC, Threat Monitoring, IR).
Strong organisational skills and attention to detail.
Excellent communicator across technical, operational, and client-facing teams.
Desirable
ITIL v4 Foundation or higher certification.
Experience designing services in regulated industries (e.g., finance, healthcare, government).
Familiarity with service tools (e.g., Jira Service Management, ServiceNow).
Working knowledge of security tools like Splunk, Sentinel, QRadar, or SOAR platforms.
Experience supporting CSI activities and tracking improvements.
Desirable Competencies
Collaborate effectively with SDMs and client success teams.
Identify/document operational risks and support mitigation.
Comfortable supporting client engagements (onboarding, reviews, audits).
Understand BCP and disaster recovery within service design.
Willing to travel occasionally for client workshops or reviews.
What We Offer
A high-performance culture balanced with world-class well-being initiatives and benefits:
• ⏰ Flexible working
• Financial & Investment: Pension, Life Assurance, Share Save Scheme, Parental Leave
• Community & Volunteering Programmes
• ⚡ Green Car Scheme
• Cycle Scheme
• Employee Referral Program
• Lifestyle & Wellness
• Learning & Development
• Diversity & Inclusion
What’s Next?
If this sounds like the right opportunity, apply now with your CV and cover letter, or send them to global.ta@nccgroup.com. A member of our global talent team will be in touch.
About Your Application
We review every application and will contact you if your skills match. If you don’t hear from us in 10 days, we may retain your CV for future roles. To request removal, email global.ta@nccgroup.com. Your data will be held in line with the NCC Group Privacy Policy.
We’re committed to diversity and flexibility. If you need reasonable adjustments during the application process, let us know at any stage.
Please note: This role requires mandatory BS7858 pre-employment background checks due to the nature of our work.
Manchester, Cheltenham or London
We’re offering an exciting opportunity to shape and optimise the design of multiple managed security services delivered to a strategic client. As a key team member, you’ll bring a passion for cybersecurity, service design, and operational excellence—ensuring services are delivered to the highest standards and aligned with client expectations.
You’ll own the design, documentation, and continual improvement of a bespoke portfolio of security services. Working closely with Service Delivery Managers, operational teams, and technical experts, you’ll ensure services are clearly defined, effective, and evolve with client needs. If you’re ready to make an impact in a client-dedicated environment, we’d love to hear from you.
Responsibilities
You’ll ensure services are well-designed, documented, and continuously enhanced to meet evolving client needs. You’ll drive service improvements and embed service excellence.
Service Design & Documentation
Design and maintain detailed service documentation: descriptions, process flows, blueprints, and procedures.
Define and maintain client-specific SLAs, OLAs, KPIs, and catalogue entries (e.g., SIEM, SOC ops, Threat Intelligence).
Create/update onboarding materials, escalation paths, playbooks, and runbooks.
Service Transition Support
Collaborate with SDMs, PMs, and technical teams to onboard new or updated services into live operation.
Develop service readiness criteria, transition plans, and handover packs.
Participate in service acceptance testing and validation pre-go-live.
Process Improvement & Continual Development
Identify, prioritise, and document service improvement opportunities with SDMs and ops teams.
Maintain a client-specific CSI register and track all initiatives.
Analyse service performance data (e.g., incident trends, SLAs) to drive efficiency and quality enhancements.
Client & Stakeholder Engagement
Support SDMs with design insights, documentation, and technical input during reviews.
Attend client meetings/workshops for onboarding, reviews, and improvements.
Act as a go-to expert for how services are structured and operate for the client.
Governance, Risk & Compliance
Ensure all service designs and processes align with internal governance and client compliance (e.g., ISO 27001, NIST CSF, GDPR).
Maintain audit-ready documentation and assist with audits or compliance reviews.
Support risk assessments and ensure mitigation plans are in place.
Operational & Administrative Support
Manage a structured, version-controlled library of service documentation.
Track/document all service design changes and ensure communication/implementation.
Assist with internal/client reporting by providing accurate design and performance data.
Experience / Skills
Essential
Experience in service design, management, or transition roles in cybersecurity, ITSM, or managed services.
Strong knowledge of ITIL v4 and experience applying it to design/improvement.
Experience supporting a single strategic client, not just multi-tenant setups.
Ability to produce detailed service documentation and process diagrams.
Understanding of cybersecurity managed services (SIEM, SOC, Threat Monitoring, IR).
Strong organisational skills and attention to detail.
Excellent communicator across technical, operational, and client-facing teams.
Desirable
ITIL v4 Foundation or higher certification.
Experience designing services in regulated industries (e.g., finance, healthcare, government).
Familiarity with service tools (e.g., Jira Service Management, ServiceNow).
Working knowledge of security tools like Splunk, Sentinel, QRadar, or SOAR platforms.
Experience supporting CSI activities and tracking improvements.
Desirable Competencies
Collaborate effectively with SDMs and client success teams.
Identify/document operational risks and support mitigation.
Comfortable supporting client engagements (onboarding, reviews, audits).
Understand BCP and disaster recovery within service design.
Willing to travel occasionally for client workshops or reviews.
What We Offer
A high-performance culture balanced with world-class well-being initiatives and benefits:
• ⏰ Flexible working
• Financial & Investment: Pension, Life Assurance, Share Save Scheme, Parental Leave
• Community & Volunteering Programmes
• ⚡ Green Car Scheme
• Cycle Scheme
• Employee Referral Program
• Lifestyle & Wellness
• Learning & Development
• Diversity & Inclusion
What’s Next?
If this sounds like the right opportunity, apply now with your CV and cover letter, or send them to global.ta@nccgroup.com. A member of our global talent team will be in touch.
About Your Application
We review every application and will contact you if your skills match. If you don’t hear from us in 10 days, we may retain your CV for future roles. To request removal, email global.ta@nccgroup.com. Your data will be held in line with the NCC Group Privacy Policy.
We’re committed to diversity and flexibility. If you need reasonable adjustments during the application process, let us know at any stage.
Please note: This role requires mandatory BS7858 pre-employment background checks due to the nature of our work.