Service Design and Configuration Manager

SERVICE DESIGN AND CONFIGURATION MANAGER

Turn complex IT change into seamless live services.
Own service design, configuration integrity, and controlled transitions.
Make a visible impact across engineering, delivery, and operations.

Hours: 35 hours per week

Shift pattern: Monday to Friday 09:00-17:00

Salary: up to £50,000 per annum dependant

Location: Hybrid New Milton (expected in office 2/3 days a month)

Start Date: May /June 2025

️ Note: This role is subject to pre employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required.

This role is a UK based role and any hybrid/remote work must also be within the UK.

For this role, you need 5 Mbps upload and 15 Mbps download internet speed

Appello Perks:

• 175 hours holiday plus bank holidays
• Private Medical Insurance - Individual Cover
• We offer discounts on groceries, shopping, holidays, insurance, days out, restaurants and more
• 24/7 employee assistance programme with an easily accessible app!
• Family and friends' discounts on our services & products
• Pension Scheme, up to 4% Company matched
• Free on-site parking

ABOUT YOU

You're a confident IT service leader who thrives on structure, collaboration, and continuous improvement. You turn complexity into clarity and ensure services are designed, governed, and delivered to a high standard.

What We Are Looking For EXPERIENCE & LEADERSHIP

• Proven experience delivering IT services in multi sourced environments with a strong customer focus
• Comfortable building and managing relationships with senior stakeholders, suppliers, and internal teams
• Experienced in ITIL based service management environments
• A people focused leader with strengths in coaching, performance management, and capability building
• Passionate about continual service improvement and service optimisation

KNOWLEDGE & SKILLS

• Strong background in Service Design and Configuration Management
• Solid understanding of CMDB processes, data quality, and controls
• Excellent communicator-able to translate technical detail into business friendly language
• Highly organised with strong time management and prioritisation skills
• Interested in automation and improving how things work
• Curious about new and emerging technologies and keen to keep learning

HOW YOU WORK

• Strategic thinker who can turn direction into practical, deliverable action
• Confident and resilient, with the ability to lead decisively under pressure
• Skilled negotiator, handling sensitive topics with tact and diplomacy
• Equally effective working independently or as part of a wider team
• Detail focused, analytical, and strong at problem solving
• Customer driven, adaptable, and committed to high service standards

NICE TO HAVE

• Relevant ITIL certification(s)
• Experience with service automation

THE ROLE

This role sits at the heart of IT change-making sure new and updated services are designed right, fully documented, and ready for live operation. You'll bring structure, clarity, and control to service transitions while keeping compliance, security, and operational readiness front of mind.

️ WHAT YOU WILL BE DOING

You'll lead the creation of Service Design Packages, own service configuration integrity, and ensure everything from SLAs to CMDB records is accurate and audit ready. Working closely with engineering, quality, programmes, and service teams, you'll turn complex change into smooth, reliable services.

CONFIGURATION & GOVERNANCE

From spotting gaps in configuration data to keeping records aligned with internal processes and external audits, you'll be the go to expert for service configuration management-making sure nothing slips through the cracks.

CONTINUOUS IMPROVEMENT

You won't just keep things running-you'll make them better. By analysing service performance, trends, and feedback, you'll champion improvement initiatives and drive a culture of continual service excellence.

READY TO APPLY

If you are interested in this role please upload your CV and answer a few questions about yourself.

OTHER INFORMATION

We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.

If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on .