IT Service Design Lead

Primary 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 service design approaches to solve complex operational, technological, or policy-related challenges.

Basic Qualifications

• Requires a Bachelors degree and 12+ years of prior relevant experience or Masters with 10+ years of prior relevant experience.
• Experience and Leadership with IT Service Design, ITSM, IT Service Management.
• Must have an active Secret clearance.
• Excellent customer service skills, with experience working in a customer-facing position.
• Excellent verbal and written communications skills.
• Certifications IAT Level II (Information Assurance Technical Level 2) requiring certifications like CompTIA Security+ CE or CCNA Security.
• One or more cloud certifications for example AWS Certified Solutions Architect or similar level certification.

Preferred Qualifications

• Experience with USAF Cloud One or Platform 1.
• Experience with Service Design management technologies such as ServiceNow.
• C1NACSS