IDAM Lead Service Designer

Inside IR35 - 550-700 per day. 1 day per week in Glasgow.

Initial 6-month contract

Our client is embarking on a comprehensive review of their Identity & Access Management (IAM) capability, and is looking for an experienced IDAM Lead Service Designer to play a pivotal role in shaping this transformation.

This opportunity is perfect for someone who can balance business and technology needs while creating innovative, user-centered solutions.

You'll work alongside subject matter experts (SMEs), consultants, and senior responsible officers (SROs) to map out the "As Is" and "To Be" service journeys, delivering a strategic solution for IAM that drives operational excellence.

Key Responsibilities

As a Service Designer in this project, you will:

• Design concept journeys, blueprints, and roadmaps that clearly communicate the service's transition, identifying and addressing pain points along the way.
• Facilitate workshops with SMEs to map the end-to-end journey across technology, business, and design.
• Define and enhance behind-the-scenes processes and support functions to streamline the service design.
• Analyse, consolidate, and communicate findings to stakeholders, strategically framing and validating problems and shaping the future roadmap.
• Manage and maintain comprehensive service design documentation that meets industry standards.
• Build strong relationships with stakeholders, gaining buy-in and balancing differing perspectives.
• Navigate multiple priorities and ambiguity with ease, ensuring alignment between technology and business objectives.

Key Deliverables

You'll be responsible for producing:

• A detailed map of the current 'As Is' IAM Service, including pain points and JML process recommendations.
• Service blueprints for the 'To Be' IAM process, covering Front Office, Back Office, Systems, and Data.
• Design specifications, outlining service delivery guidelines such as tone of voice, visual identity, and user experience standards.
• An implementation plan with timelines, resources, and team responsibilities for rolling out the new service.
• An evaluation framework for assessing the post-launch effectiveness of the IAM service, with feedback loops for continuous improvement.
• A final comprehensive report, summarizing insights, findings, and recommendations for service improvement.

Experience required:

To succeed in this role, you must demonstrate:

• A minimum of 5 years experience in Service Design, with a strong portfolio showcasing your impact.
• Expertise in driving business outcomes through service design in a Government Digital Service (GDS) environment.
• Proven experience in user research, customer journey mapping, service blueprints, and facilitating workshops.
• The ability to manage multiple projects concurrently and communicate complex ideas to non-technical audiences.
• Experience in matrix-managing multi-disciplinary teams and guiding end-to-end processes.
• Proficiency in designing IAM solutions using ITIL guidelines.

Desirable Criteria

• Experience working within the public sector and IAM-related projects.
• Familiarity with data and digital product services.

This is a unique opportunity to be at the forefront of a significant IAM transformation. Your work will have a lasting impact, improving both the technical and business landscape of the organisation.

You'll be part of a collaborative and innovative environment, driving forward a strategic solution that enhances user experience and operational efficiency.

If you're passionate about service design and have a proven track record of delivering high-quality IAM solutions and helping shape the future of IAM.