Service Design Lead

Systems Engineering Solutions CorporationBoston, MA

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Overview

Schedule

Full-time

Career level

Director

Remote

Hybrid remote

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Job Description

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.

Location: This position will be hybrid remote. Candidates will be required travel to or work onsite as needed. Candidates need to be located near Hanscom AFB (Boston, MA) or work in Huntsville, AL.

Requirements

We are seeking a seasoned IT Service Design Lead to orchestrate the end-to-end design and optimization of our technology services. You will act as a strategic leader, bridging the gap between user needs, operational capabilities, and business strategy. In this role, you will define how our constituents interact with our digital and physical services, ensuring they are intuitive, accessible, and scalable. You will move beyond single-project delivery to take accountability for the strategic direction of complex, high-impact services.

Strategic Design & Vision: 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.
End-to-End Service Ecosystems: Map complex user journeys, create service blueprints, ecosystem maps, and experience models to improve end-to-end experiences across digital and in-person touchpoints.
Research-Driven Insights: Guide human-centered research activities (interviews, surveys, usability testing) and synthesize qualitative/quantitative data to iterate and refine services.
Cross-functional Leadership: Partner with Product Managers, Engineers, UX/UI Designers, and operational teams to implement service design solutions, facilitating workshops and co-creation sessions.
Performance & Metrics: Establish Key Performance Indicators (KPIs) and metrics to measure the effectiveness and impact of service design initiatives.
Systemic Problems Solver: Propose high-impact design approaches to solve complex operational, technological, or policy-related challenges.

Required Skills:

Bachelor’s Degree and 12+ years or more of experience.
8+ years of experience ein IT with an emphasis on service design and ITSM.
Must have an active Secret clearnce
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.

Preferred Skills

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

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

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FAQs About Service Design Lead Jobs at Systems Engineering Solutions Corporation

What is the work location for this position at Systems Engineering Solutions Corporation?

This job at Systems Engineering Solutions Corporation is located in Boston, MA, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Systems Engineering Solutions Corporation?

Employer has not shared pay details for this role.

What employment applies to this position at Systems Engineering Solutions Corporation?

Systems Engineering Solutions Corporation lists this role as a Full-time position.

What experience level is required for this role at Systems Engineering Solutions Corporation?

Systems Engineering Solutions Corporation is looking for a candidate with "Director" experience level.

What benefits are offered by Systems Engineering Solutions Corporation for this role?

Systems Engineering Solutions Corporation offers following benefits: Health Insurance, Dental Insurance, Vision Insurance, Disability Insurance, Life Insurance, Paid Vacation, and 401k Matching/Retirement Savings for this position. Actual benefits may vary depending on the employer's policies and employment terms.

What is the process to apply for this position at Systems Engineering Solutions Corporation?

You can apply for this role at Systems Engineering Solutions Corporation either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.