Service Design and Delivery Lead

RTX•US-TX-REMOTE, TX

5d•$157,200 - $298,800•Remote

About The Position

The Enterprise Service Designer orchestrates cross-functional teams to design scalable, end-to-end enterprise services that deliver exceptional customer experiences and business value. By applying systems thinking and service design principles, this role facilitates the development of customer journeys, wing-to-wing value streams, service blueprints, workflows, and service roadmaps, aligning business, process, technology, and customer experience stakeholders to create standardized, digitally enabled service solutions.

Requirements

Bachelor’s degree in business, Engineering, IT, Design, or related field with 12+ years in enterprise service design, digital transformation, customer experience, or process design.
Expertise in service design, systems thinking, value streams, journey mapping, service blueprints, and operating models.
Experience with ServiceNow, ITIL, Agile, or enterprise service management preferred with a proven ability to orchestrate cross-functional teams and influence senior stakeholders.
Experience driving standardization, digitization, automation, and AI-enabled services with experience in road mapping, facilitation, stakeholder alignment, and executive communication.
U.S. citizenship is required, as only U.S. citizens are authorized to access certain necessary systems.

Nice To Haves

Orchestration & Facilitation: Cross-functional leadership, Executive facilitation, Stakeholder alignment, Decision facilitation, Influence without authority
Systems Thinking: Enterprise thinking, End-to-end value stream design, Cross-functional dependency management, Operating model design, Service ecosystem thinking
Service Architecture & Design: End-to-end service design, Operational experience design, Service performance measurement, Service ecosystem design, Organizational capability mapping, Service maturity assessment, Human-centered design
Transformation: Service blueprinting, Process & workflow design, Digital transformation, AI opportunity identification, Service roadmaps

Responsibilities

Orchestrate cross-functional teams to design end-to-end enterprise services.
Facilitate the creation of wing-to-wing value streams and future-state service designs.
Partner with Global Process Owners, Employee Experience, Product Teams, Enterprise Architecture, and Service Owners.
Develop service blueprints, customer journeys, workflows, and operating models.
Identify opportunities for standardization, digitization, automation, and AI enablement.
Build service roadmaps and maturity plans.
Ensure enterprise alignment, governance, and design standards are applied consistently.