About this role
Salary: £60,000 - 90,000 per year
Requirements: Experience in Human-Centred Design (HCD)Experience in Service Design within large transformation programmesExperience in user research and stakeholder engagementExperience in journey mapping (AS-IS / TO-BE)Experience in service blueprints and operating model designExperience in workshop facilitationExperience in Design ThinkingExperience identifying AI, GenAI and automation opportunitiesExperience using Miro and/or MuralDesirable experience with BMC Helix, BMC Remedy, ITSM, ITIL and Public Sector environmentsAbility to hold live SC Clearance or be eligible and willing to undertake SC Clearance as a minimum requirement Responsibilities: Support a major Public Sector ITSM transformation programme centred around BMC HelixWork alongside Senior ITSM Consultants and client stakeholdersLead discovery activities and understand user needsRedesign key IT service management processes using Human-Centred Design principlesConduct user researchFacilitate workshopsCreate service design artefacts including user personas, journey maps, service blueprints and future operating modelsIdentify opportunities to improve services through AI, GenAI and automationEnsure changes genuinely enhance user experience and service adoptionFocus initially on Incident, Major Incident, Problem, Knowledge and Configuration ManagementHelp establish a repeatable design approach across additional service areas Technologies: AIEmbeddedSupportITILITSMUX UI Design More:
We are supporting a major Public Sector ITSM transformation programme centred around BMC Helix. This is an initial 9 month contract offering £550 - £600 per day inside IR35, with hybrid working from home and travel to UK client sites as required. This is an excellent opportunity to play a key role in shaping future digital services and influencing how AI is embedded into enterprise service management.
last updated 31 week of 2026