Service Design Architect - #1665170

• Based at Manchester Airport

• Permanent Role

• Office or Flexible/Hybrid working for a better work/life balance

• We are proud to be a diverse employer, and we welcome candidates from all backgrounds

MAG

At MAG we provide the airport facilities and travel services that people need to connect with the world.. As the largest UK owned airport operator, we serve over 60 million passengers a year from Manchester, London Stansted, and East Midlands Airports. With over 270 destinations across the globe, our businesses not only bring people together but also support the prosperity of the regions in which we operate. We recognise creating a first-class journey for our customers starts by creating a first-class career journey for our colleagues and we are committed to building inclusive environments in which our people can thrive.

You’ll also have access to some great benefits including:

• Bonus scheme

• 10% company contribution pension

• Car allowance

• Private medical scheme

• 25 days holiday plus bank holidays

• Free parking

• Subsidised public transport

• Huge range of company discounts

• 2 volunteering days per year

• Free Virtual GP service, available 24 hours a day, 7 days a week

• Care Concierge service

The Role

This role is pivotal in the shaping and implementing of the services we deliver, ensuring they meet both business objectives and customer needs. Reporting directly to the IT Director, you’ll take ownership of service design activities, working independently while receiving guidance and strategic direction where needed. You’ll need to manage your own workload effectively, while meeting expectations and delivering results across multiple projects. As a critical point of contact for evaluating whether solutions meet long term service requirements, you’ll come from a lens of risk, resiliency and lifecycle management to ensure our Tech teams are developing new products and services built to last.

Your core responsibilities will include:

• Service Design and Architecture - Developing service scope and objectives, ensuring alignment with business goals and customer expectations.

• Stakeholder Collaboration – ensuring close alignment with all stakeholders to be able to collaborate on the right long term outcome for the business

• Risk and Resiliency – Working with the MAG Tech Product teams to developing detailed service blueprints, identifying and managing potential operational risks & implementing mitigation strategies to protect service quality and continuity.

• Ensuring Compliance and Lifecycle Management – working closely with the Service Design and Transition team adhering to relevant standards, regulations, and industry best practices when defining ongoing support models, and identifying opportunities for improving existing services and processes.

What will make you successful?

A Service Design Architect who can bring a strategic mindset, hands-on experience, and strong leadership qualities to the role. You’ll have experience in Service Design Architecture and Service Transition whilst being in a management role that involves significant exposure to senior leadership. This role requires someone who is confident operating at a high level, able to influence stakeholders, and capable of driving service design maturity across a large organisation. You’ll hold an ITIL V3 or V4 Foundation-level qualification (or higher), and have a strong grasp of service design fundamentals, including user-centred design, journey mapping, and service blueprinting. You’ll be well-versed in design thinking methodologies, with a creative and structured approach to solving complex problems. Your knowledge of business continuity, resilience, and disaster recovery will be vital, particularly within a regulated, large-scale operational environment. You’ll be comfortable working in agile ways, using iterative approaches to develop and refine services. Familiarity with service design tools, prototyping platforms, and customer journey mapping software will support your ability to deliver high-quality, user-focused outcomes. You’ll need excellent interpersonal skills, with the ability to negotiate with both internal stakeholders and external suppliers to ensure best value without compromising on service standards. Your broad understanding of the IT service industry will be complemented by direct experience embedding and maturing service design practices across complex organisations .Ideally, you’ll have a solid understanding of technology infrastructure and architecture, gained in similarly complex and regulated environments, such as airports, stadia, or large retail environments. Your broad understanding of the Technology service industry is supported by direct experience in embedding and advancing service design practices within large, complex organisations.

Equal Opportunities & Reasonable Adjustments

At MAG we believe in the importance of diversity & inclusion for all. We are committed to creating a workforce that is reflective of our society. As such we welcome applications from candidates from all backgrounds. We’re also committed to well-being with a focus on mental health and supporting colleagues from underrepresented groups through our Colleague Resource Groups. As a Disability Confident employer, we are committed to creating an environment where candidates and employees can perform at their optimum. Please let us know if we can provide you with any reasonable adjustments to aid your application or interview process. You can contact the team by emailing [email protected] Our Colleague Resource Groups include: Women’s Network, Embrace - Race & Ethnicity Group, Fly With Pride (LGBTQIA+), Mental Health, Parent & Carers, Disabilities including neurodiversity.