Service Design Lead

About the role

This role supports the U.S. Air Force Cloud One Architecture and Common Shared Services contract and focuses on adoption of customer-focused service management.

Responsibilities

• Orchestrate the end-to-end design and optimization of technology services.
• Define how constituents interact with digital and physical services, ensuring they are intuitive, accessible, and scalable.
• Collaborate with and provide subject-matter expertise on service design to the Government and Cloud One Service Design Team.
• 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 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.

Requirements

• Bachelor's Degree and 12+ years or more of experience in IT.
• 8+ years of experience in IT with an emphasis on service design and ITSMM.
• An active Secret clearance.
• U.S. Citizenship required.
• Certifications: IAT-2 and one or more cloud certifications.
• Excellent customer service skills, with experience working in a customer-facing position.
• Excellent verbal and written communication skills.

Benefits

SES provides a competitive salary and the following benefits:

• Medical
• Dental
• Vision
• AD&D
• STD/LTD
• Company paid Life Insurance
• 401k with employer contribution
• Paid Time Off
• Pet Insurance