Service Design & Performance Specialist

Job Overview:

A key role in Arm’s next‑generation SMO, this position owns service quality and reliability, embedding SRE principles and guiding features into production while eliminating operational risk early.

You will champion resilient, observable, and automated services, defined by meaningful performance and experience metrics. From day one, you will ensure strong support readiness and reliability standards, building stability, transparency, and trust across the ecosystem.

Responsibilities:

• Define and govern Service Acceptance Criteria aligned to ITIL v4 and SRE principles.
• Lead risk-based readiness reviews for new services, features, and major releases.
• Govern service transition into production, ensuring operational viability, release integrity, rollback capability, and launch readiness.
• Embed SLOs, SLIs, SLAs, and experience-led XLAs into service design.
• Ensure services have measurable reliability targets, defined error budgets, and are supportable aligned with IT operating model, with defined automation standards.
• Partner with engineering and operational teams to embed SRE practices early in the lifecycle.

• Validate resilience patterns and address reliability gaps prior to production release.
• Embed observability, monitoring, alerting, and health models into service architecture.
• Ensure performance, resilience, automation, and AI-readiness are built into services by design.
• Maintain service health & performance dashboards and reliability reporting.
• Validate operational documentation, knowledge articles, runbooks, and support models.
• Proactively identify systemic, architectural, and design risks before they materialise as incidents.

Required Skills and Experience:

• Demonstrated ability in IT Service Design, Service Transition, or Reliability Engineering, with at least 5 years operating in a fast pace, engineering delivery environment.
• ITIL v4 certified with foundation as a minimum.
• Experience embedding SRE principles and reliability practices into the end-to-end service lifecycle.
• Experience defining and governing measurable service performance models, including SLIs, SLOs, SLAs, and error budgets as well as integrating observability, monitoring and performance telemetry into build.
• Experience working within DevOps and CI/CD environments, including release and deployment governance.
• Data-driven mentality with the ability to use metrics to guide service quality and performance decisions.

“Nice To Have” Skills and Experience:

• Practical familiarity and implementation of Site Reliability Engineering (SRE) operating models.
• Experience designing or supporting AI-enabled or automation-first service workflows!
• Certification in ITIL V4 modules in addition to foundation, ideally at Practice Manager level.
• Experience in Service Now!
• Knowledge of SaaS and PaaS based services and applications.

In Return:

With Arm’s growth trajectory, you’ll have clear opportunities to develop your career, take on new challenges, and make a real impact on our continued success.

Please note that no relocation package is available for this role. If skilled worker sponsorship is required, Arm will meet costs associated with sponsorship for the employer only. All fees associated with the individual’s application e.g. visa application fee and Immigration Health Surcharge, will be the responsibility of the successful candidate.

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At Arm, we want to build extraordinary teams. If you need an adjustment or an accommodation during the recruitment process, please email accommodations@arm.com. To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations. All accommodation or adjustment requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation. Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud, or office accessibility. Please email us about anything we can do to accommodate you during the recruitment process.

Arm’s approach to hybrid working is designed to create a working environment that supports both high performance and personal wellbeing. We believe in bringing people together face to face to enable us to work at pace, whilst recognizing the value of flexibility. Within that framework, we empower groups/teams to determine their own hybrid working patterns, depending on the work and the team’s needs. Details of what this means for each role will be shared upon application. In some cases, the flexibility we can offer is limited by local legal, regulatory, tax, or other considerations, and where this is the case, we will collaborate with you to find the best solution. Please talk to us to find out more about what this could look like for you.

Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don’t discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.