Service Design Analyst

Location: Hybrid working with a flexible base at Kings Hill
Salary: £26,265 per annum
Contract Type: Permanent
Hours: Full-time, 37 hours per week

About the Role

Are you detail-oriented, analytical, and passionate about improving IT services? We’re looking for a proactive and customer-focused Service Design Analyst to join our forward-thinking team at Cantium Business Solutions. In this key role, you’ll help design and continuously improve the services that support internal operations and external customers. If you enjoy problem-solving, collaborating across teams, and delivering excellent service outcomes, this could be the role for you.

Who We Are

Cantium Business Solutions is part of Commercial Services Group (CSG), the UK’s largest local authority-owned trading company. We deliver IT services and business solutions that support public sector organisations and communities across the UK. Our focus is on driving efficiency, service excellence, and real-world impact through innovative solutions.

Commercial Services Group (CSG) operates in over 86 countries with more than 1,800 employees. With expertise spanning IT, HR, education, energy, and legal services, CSG delivers purpose-led services to both public and private sectors.

Why This Role Matters

As a Service Design Analyst, you’ll play a crucial role in shaping the quality and delivery of Cantium’s IT services. From managing service documentation to improving service workflows and ensuring compliance, your work helps ensure smooth, reliable operations that meet customer needs and organisational goals.

What You’ll Be Doing

• Supporting the creation and maintenance of IT workflows, knowledge documentation, and self-service portal content

• Maintaining an accurate and up-to-date Service Catalogue

• Assisting in defining services that meet agreed service level targets

• Collaborating with teams to understand their IT support needs and translate them into service improvements

• Helping identify and manage service-related risks

• Ensuring services comply with policies, standards, and legal requirements

• Contributing to the review and improvement of Service Level Management and other service processes

What We’re Looking For

• A Level 2 Diploma (or equivalent), a degree, or relevant professional experience

• ITIL Foundation qualification

• Experience in a customer service or IT operations environment

• Strong interpersonal and communication skills, with the ability to engage technical and non-technical audiences

• Knowledge of service design and improvement principles, particularly in enterprise or public sector settings

• Ability to learn new systems and adapt to change quickly

• Organised, reliable, and capable of supporting multiple service initiatives

• Proficiency with Microsoft Office and digital collaboration tools

• A collaborative mindset and a passion for service excellence

What You’ll Get in Return

• £26,265 per annum salary

• 25 days annual leave plus bank holidays and your birthday off

• An additional day off at Christmas

• Employer pension contribution

• Life assurance

• Health and wellbeing programmes

• Retail and lifestyle discount schemes

• Flexible hybrid working

• A culture that supports your professional growth and development

Why Cantium and CSG?

• Part of CSG – a purpose-driven organisation with £800 million+ in annual revenue

• 25% year-on-year growth and £77 million in social value returned to the public sector

• Work that makes a difference across education, government, and communities

• Opportunities for career progression in a dynamic and inclusive environment

Inclusion & Accessibility

We are committed to building a workplace where everyone feels respected and valued. We welcome applicants from all backgrounds and will support any adjustments needed throughout the recruitment process. Let us know how we can help.