Job Description
Service Design Manager
Req ID:  57832
Posting Start Date:  22/04/2026
Job Function:  Security
Division:  UK Business
Job Location:  GBR-Manchester-New Bailey
Advertised Salary:  Competitive

Job Req ID: 57832

Posting Date: April 21st

Function: Security

Location: Manchester

Salary: Competitive with great benefits 

 

Due to the sensitive nature of this role, you will be required to undergo DV (Developed Vetting) level Security Clearance (https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/national-security-vetting-clearance-levels). An allowance of £5k per annum may be payable monthly while you hold this DV and continue to work in a role that requires that level of security clearance. The terms of this allowance will be made available if you are successful in being recruited into this role.

 

Security isn’t always the first thing that comes to mind when you think of BT, but when it comes to keeping everyone safely connected, We Are The Protectors. We deal with thousands of cyber-attacks every day, so that millions of people can safely go about their daily lives and run their businesses.   We deliver vital work at scale, with real breadth and impact. We connect for good.
You'll be joining a specialist security team that is a trusted partner to governments worldwide, protecting critical national infrastructure and committed to the safety and security of our nation and global communities. Our mission focused work is innovative, inspiring and technologically challenging in a way that makes every day different and stimulating. We provide the opportunity to work on rare projects, with exciting tools and brilliant people. Everyone has access to unparalleled professional and personal development opportunities and your contribution is always valued.

About the role

Service Design is at the heart of creating experiences that customers truly value. The Service Design Manager coordinates the crafting of services based on a deep understanding of customer needs, continuously improving and innovating products and services in order to provide optimised end-to-end user journeys, addressing consumer needs in distinctive ways, ultimately driving brand preference and commercial impact. 

What you’ll be doing

  • Contributes to the strategic design direction, defining and driving the design process moving from insights to ideas, threading design and business thinking together to deliver inventive, durable and thoughtful, solutions from concept to launch
  • Coordinates user research and testing, produces personas, maps customer journeys, develops service blueprints, for complex products and services, and uses a variety of methods and user centered design methodologies to convey ideas and concepts and ensure ideas are based on customer needs
  • Owns client engagements and ideation workshops to synthesise research insights and inspire innovative solutions, creates distinctive and branded physical and digital-first experiences that are desirable and consistent across touchpoints
  • Manages a team of service designers, recruiting broad skilled multi-disciplinary designers with strong expertise in agile practices and methods applicable to user centred design, providing clear, actionable feedback and taking responsibility for objective setting, upskilling and development
  • Champions, continuously develops and shares with team knowledge on emerging trends and changes in digital services design
  • Implements continuous improvement opportunities to improve the service design team processes, ensuring a consistent and coherent process to manage services quality and collaboration across teams 

Essential Skills / Experience

 

  • Applies an iterative design process focusing on the users and their needs in each phase of the design process.
  • Plans and organises people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between the service provider and its customers.
  • Uses storytelling and visuals to illustrate the relationship a user has with a product over a period of time.
  • Develops a systematic strategy linking design with business objectives.
  • Ensures a relentless focus on the customer’s needs
  • Manages the end-to-end process of developing and launching a new service to be sold to customers
  • Manages facilitated, interactive sessions conducted either in person or remotely for brainstorming, interactive learning, building relationships, and problem-solving with users or customers.
  • Demonstrated ability to lead cross functional teams, facilitate inclusive workshops and manage stakeholder engagement in complex service environments 
  • Proven track record of delivering service design projects from discovery to implementation, including managing timelines, budgets and measureable outcomes. 
  • Hands-on experience in user research, journey mapping and translating insights into actionable service improvements. 
  • Ability to analyse performance metrics, build business cases for service changes and align design decisions with business priorities. 
  • Familiarity with agile delivery methods, design thinking, and experience introducing new tools or approaches to improve service outcomes. 
  • Experience in mentoring or coaching team members, developing capability frameworks, and planning for future skills in service design. 

Desirable Skills / Experience

  • Systematically measures variables and tests hypotheses and explores concepts and experiences in more detail.
  • The belief that talent, ability and skills can be developed through a commitment to continuous learning and reflection.
  • Leverages diverse and inclusive thinking to maximise the effectiveness and success of teams, policies, practices, and products.
  • Gathers information, and analyses different scenarios, assesses alternative resolutions and reaches a decision. 

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

  • 10% on target annual bonus
  • Access to an online private GP 24/7 for you and your immediate family
  • Market-leading paid carers leave with up to 2 weeks off
  • Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
  • Discounted EE and BT products, including mobile and broadband
  • Market leading Pension scheme – 5% from you and 10% from us
  • Holiday purchase scheme
  • You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

Security is one of the fastest growing parts of our global organisation. We are protecting our networks from more than 6,500 cyber attacks each day, investing over £40m in research each year - and in employing nearly 3,000 people, we’re also the largest private cyber employer in the UK.  With incredible opportunities to learn, develop and grow your skills, we’ll invest in you, nurture your potential and shape your future – whatever your background or experience. 
 
In today’s world, safe and secure digital connections have never been more vital. You’ll be joining a global company operating at the forefront of the information age: BT employs 90,000 people in 180 countries. With huge scale, we’re capable of achieving great things, striving to be personal, simple, and brilliant for our customers whilst creating an inclusive working environment where people from all backgrounds can succeed. Play your part. Make a difference. We are the Protectors.

 

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.