Service Design Lead

Systems Engineering Solutions Corporation•Boston, MA

7d•Hybrid

About The Position

This role supports the U.S. Air Force Cloud One Architecture and Common Shared Services contract and currently has an opening for a Service Design Lead. This position focuses on adoption of customer-focused service management and will coordinate across multiple areas of the program including cloud engineering, operations and maintenance, and customer support. This is an exciting opportunity to use your experience to modernize a leading, global-scale multi-cloud environment in support of a critical mission, supporting USAF system resiliency, security, and cost effectiveness.

Requirements

Bachelor’s Degree and 12+ years or more of experience.
8+ years of experience in IT with an emphasis on service design and ITSM.
Must have an active Secret clearance.
U.S. Citizenship required.
IAT-2 certification.
One or more cloud certifications.
Excellent customer service skills, with experience working in a customer-facing position.
Excellent verbal and written communication skills.

Nice To Haves

Experience with USAF Cloud One or Platform 1.
Experience with Service Design management technologies such as ServiceNow.

Responsibilities

Collaborate with and provide subject-matter expertise on service design to the Government and Cloud One Service Design Team, advising and helping implement on the long-term vision, strategy, and roadmap for major IT services, aligning them with organizational goals and user-centered design principles.
Map complex user journeys, create service blueprints, ecosystem maps, and experience models to improve end-to-end experiences across digital and in-person touchpoints.
Guide human-centered research activities (interviews, surveys, usability testing) and synthesize qualitative/quantitative data to iterate and refine services.
Partner with Product Managers, Engineers, UX/UI Designers, and operational teams to implement service design solutions, facilitating workshops and co-creation sessions.
Establish Key Performance Indicators (KPIs) and metrics to measure the effectiveness and impact of service design initiatives.
Propose high-impact design approaches to solve complex operational, technological, or policy-related challenges.