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We’re building thriving communities as one of the UK’s largest housing groups and a leading developer of affordable housing.

We believe everyone is entitled to a good home they can afford, in a place they are proud to live. More than 100,000 people live in our homes.

If you want to experience work that’s truly rewarding, join us. Because when we achieve together, customers and communities thrive.

Work for Orbit. Believe in people.

The role

The Service Design & Assurance Manager is a pivotal role within the organisation responsible for overseeing the design, implementation, and assurance of service delivery processes. This position requires a strategic thinker with excellent leadership skills and a deep understanding of service design principles and quality assurance methodologies. The Service Design & Assurance manager will ensure that all services are designed to meet business needs and deliver outstanding customer experiences.

The Service Design and Assurance manager will be responsible for ensuring the effective design and seamless transition of new or changed services into operational environments. You will focus on designing services that meet business and user’s requirements, ensuring operational readiness and delivering end to end service transition processes.

The role incorporates the ownership, design, delivery and continuous improvement of the IT Change Management and Release Management processes.

Interviews

We will be interviewing for this role on the 22nd of January 2026 in-person at our Coventry office.

What you'll achieve

Lead the design and development of service models that align with business objectives. Collaborate with stakeholders to understand service requirements and translate them into actionable design plans.
To manage and develop the IT Change Management process, chairing the CAB meeting, ensuring all relevant works only proceed on authority from CAB, and to conduct post implementation reviews as necessary.
Engage with internal and external stakeholders to gather feedback and ensure service designs meet their needs. Build strong relationships to facilitate effective communication and collaboration.
Oversee service design and assurance projects from inception to completion.
Identify and mitigate risks associated with service delivery. Develop contingency plans to address potential issues and ensure service continuity.
Agree Service Level Agreements ensuring that the business requirements align with Technology and Data teams/3rd Party support capability.
Create and maintain the Service Design Package - to include consideration of capacity, availability, monitoring/alerting, resource and running costs throughout the service lifecycle.
Own and manage the end-to-end IT Change Management process.
Line manages any staff working in this team.What you'll bring

Essential skills

Strong understanding of ITIL practices, particularly Service Design, Service Transition, Change & Release Management and Problem Management.
Strong understanding of ITIL framework (ITIL v4 certification preferred).
Extensive and demonstrable experience of managing and improving Service Design and Transition processes including a robust Change Management Process.
Familiarity with project governance processes and RAID management.
Experience analysing tickets and using data to address reoccurring issues and tackle the root cause
Ability to manage conflicting demands and priorities, with a proven track record of managing the change, release and transition aspects of multiple simultaneous new / changed IT services.Why Orbit?

Choosing us means being rewarded in every sense.

Here’s what you can expect to enjoy with us.

A rewarding experience that works for you

We strive to create an inclusive experience with benefits and wellbeing programmes designed to help you, and your loved ones, to thrive. For a better work life balance, we offer flexible working opportunities for many roles.

A place to progress

From training programmes to professional qualifications, we provide opportunities to learn and develop at every stage of your career. Whether you’re a student, graduate or experienced professional we’ll support you to grow.

For leaders, our tailored development journeys are designed to stretch and strengthen your leadership skills. As well as practical training, we give you access to renowned business schools and experiential programmes for greater breadth and depth of learning.

A purpose to feel proud of

We’re proud to make a difference to people together. We’re values-driven with a commercial focus on performance - because the more profit we make, the more we can achieve for people.

What brings us together is a passionate belief in progress and people.

Read more about the values and purpose that drive us on our careers website.

How we hire

We aim to make our hiring process simple and fair:

Online application
Interview(s)
Decision and offerWe put the safeguarding of our customers, colleagues and contractors at the heart of everything we do and as such, certain roles will be subject to a DBS check