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

• 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 service design 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

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
• Must have 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