Role: Service Design Analyst
Location: Hybrid working with a flexible base at Kings Hill
Salary: £26,265
Contract type: Permanent
Hours: Full time, 37 hours per week

Job Purpose:
As a Service Design Analyst at Cantium Business Solutions, you will help shape and improve the design of IT services that support both internal teams and external customers. This role ensures services are clearly defined, well-documented, compliant, and continually improved. You'll play a critical part in ensuring operational excellence, service continuity, and a customer-focused approach across the IT service lifecycle.

What you’ll be doing:

• Supporting the creation and maintenance of IT workflows, knowledge documentation, portal content, and reports for internal and customer use
• Administering the Service Catalogue to ensure it is accurate and up to date for all operational and in-development services
• Supporting the definition and design of services to meet agreed service level targets
• Working with teams across Cantium to understand their IT support needs and feeding these into service design or continual improvement activities
• Assisting in identifying, assessing, and managing risks across service areas
• Ensuring service documentation, processes, and delivery comply with enterprise policies and legal requirements
• Reviewing and improving the Service Level Management (SLM) process and contributing to broader service improvement initiatives

What we’re looking for:

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

• ITIL Foundation

• Experience working in a customer service or IT operations environment
• Experience engaging with senior management and multiple stakeholders
• Understanding of designing and improving service processes in an enterprise or public sector environment

• Ability to absorb and learn new systems and service processes independently
• Skilled in planning, organising, and supporting the execution of process improvements
• Clear and confident communicator, capable of engaging technical and non-technical audiences
• Customer-focused, with strong interpersonal and documentation skills
• Collaborative mindset with a passion for enabling and supporting others

• Knowledge of IT service design and implementation frameworks
• Proficient with Microsoft Office and digital collaboration tools.

What you’ll get in return:

• 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 learning, development, and progression

Why Cantium and CSG?
Cantium is part of the Commercial Services Group (CSG), the UK’s largest local authority-owned trading company. With operations in over 86 countries, CSG is a purpose-driven, socially conscious business that combines commercial success with public sector impact. As part of our team, you’ll contribute to meaningful services that make a difference across education, government, and communities.

We are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We encourage applications from suitably qualified people of all backgrounds.

We are committed to providing reasonable adjustments throughout our application and interview process; please let us know if you require any.