Service Design Specialist

Service Design Specialist Overview

Arm is looking for a Service Design Specialist to help shape and improve its modern service management capability. The role sits within an environment that combines ITIL 4, site reliability engineering principles, automation, and operational governance so that services can be delivered quickly, reliably, and in a controlled way. The purpose of the position is to turn business and technical needs into practical end-to-end service designs, along with the documentation and readiness evidence needed to make sure services are supportable, resilient, secure, and ready to run from the first day they go live.

In this role, you will work across product, engineering, architecture, security, operations, service management, and supplier teams. You will help guide design discussions, surface issues early, and support delivery teams in reaching service acceptance and operational readiness without avoidable delay.

What you will do

• Lead the design of new IT services and substantial changes to existing services, making sure the full service picture is considered across people, process, technology, information, and partner dependencies.
• Run discovery sessions for service design and convert business, customer, technical, security, data, risk, and regulatory needs into clear and usable service design requirements.
• Develop and maintain the right level of design documentation, including Service Design Packages, service models, operating models, process maps, and other supporting artefacts.
• Define how the service will be owned and supported, including support hours, support tiers, responsibilities, escalation routes, on-call coverage, and operational handoffs.
• Document the operational processes needed to run the service effectively, covering incident, major incident, request, problem, change, release, knowledge, and continual improvement activities.
• Build non-functional requirements into the design, including availability, capacity, resilience, continuity, performance, security, observability, user experience, and overall supportability.
• Help establish service level expectations and service health measures, such as SLAs, SLOs, SLIs, operational metrics, monitoring, alerting, dashboards, and reporting.
• Translate service design decisions into practical tooling and platform needs, including service catalogue entries, assignment groups, knowledge content, CMDB/CSDM data, service mapping, and operational workflows.
• Support the definition and review of Service Acceptance Criteria and provide evidence needed for design assurance, operational readiness, and release readiness reviews.
• Identify design weaknesses, support risks, unresolved dependencies, and operational constraints, then work with others to assign ownership and drive actions to closure.
• Contribute to service transition work such as knowledge transfer, support-team enablement, communications, operational handover, and early-life support.

What Arm is looking for

• Practical experience in IT service management, service design and introduction, service transition, service delivery, or IT operations, ideally in a regulated, risk-managed, or audit-controlled environment.
• Proven experience producing Service Design Packages, service models, support models, process flows, operating procedures, and governance documentation.
• An ITIL 4 Foundation certificate or a higher-level ITIL 4 qualification, together with working knowledge of ITIL 4 practices, especially Service Design, Service Configuration, Incident, Problem, Change Enablement, Release, Knowledge, Service Level, and Continual Improvement.
• Experience turning functional and non-functional requirements into operational designs that can be supported in practice and measured through service outcomes, along with experience supporting service acceptance, operational readiness, knowledge transfer, production handover, or early-life support.
• Strong documentation, process mapping, analytical, and facilitation skills, with the ability to make complex service arrangements clear and actionable.
• Desirable experience with ServiceNow or a similar ITSM platform, especially in relation to service catalogue, CMDB, CSDM, service mapping, knowledge, or workflow capabilities.
• Desirable understanding of SRE concepts such as SLAs, SLOs, SLIs, error budgets, service health, reliability, and observability.
• Desirable experience in DevOps, CI/CD, cloud, SaaS, PaaS, platform engineering, or distributed application environments.
• Desirable experience using automation, AIOps, service intelligence, or AI-enabled workflows to improve service management outcomes.

What you can expect in return

Arm describes itself as a world-class organisation with ambitious people who are focused on strong results. In this role, you will collaborate with experienced leaders and innovators and contribute to service builds that strengthen Arm’s global operations. The company says it offers an encouraging and inclusive environment that supports continuous learning and professional growth.

The role is based in Cambridge, United Kingdom, and the posting states that Arm uses a hybrid working approach. The company explains that its hybrid model is intended to support both high performance and personal wellbeing by bringing people together in person when needed while still allowing flexibility. The exact pattern for this role is determined by the team and will be shared during the application process. Arm also notes that in some cases flexibility may be limited by local legal, regulatory, tax, or similar considerations, and that it will work with candidates to find the best possible solution.

The posting includes a salary range of £52,400 to £71,000 per year.

Additional information

Arm says it can provide adjustments or accommodations during the recruitment process for candidates who need them. Examples mentioned include breaks between interviews, documents being read aloud, and office accessibility support. Candidates are invited to contact the company by email to discuss any accommodation needs, and Arm states that such requests will be handled confidentially.

Arm also states that it is an equal opportunity employer and that it aims to provide a respectful environment where applicants and employees are treated fairly. The company says it does not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

The page does not include any information about visa sponsorship or right-to-work requirements.

To apply, candidates should use the application link on the posting. The page also includes options to save the job and view the location, along with standard Arm career-site navigation and job alert sign-up information.

Degree Requirement: Not Specified

Visa Sponsorship Promising