Service Design Lead

Elevate Technology Solutions is seeking an experienced Service Design Lead to support the Cloud One program. This role focuses on designing, optimizing, and improving enterprise cloud services through customer-centered service management practices., The Service Design Lead will collaborate across cloud engineering, operations, customer support, and government stakeholders to define service strategies, improve user experiences, and drive adoption of scalable service management solutions. The ideal candidate combines strong IT Service Management (ITSM) expertise with the ability to translate customer needs into operationally effective cloud services., Service Strategy & Design

• Lead the design and optimization of enterprise cloud services supporting Air Force customers.
• Develop service strategies, roadmaps, and service improvement initiatives aligned with mission objectives.
• Provide subject matter expertise to government and program leadership on service design best practices.
• Define end-to-end service models that improve customer experience and operational effectiveness.

Service Management & Customer Experience

• Map customer journeys, service blueprints, and operational workflows.
• Identify opportunities to improve service delivery, adoption, and user satisfaction.
• Facilitate workshops, stakeholder engagements, and service improvement sessions.
• Coordinate onboarding of new tenants and cloud customers.

Program & Operational Leadership

• Lead cross-functional collaboration among engineering, operations, service desk, and customer support teams.
• Coordinate cloud resources and stakeholders to support service implementation and operational readiness.
• Anticipate risks, identify bottlenecks, and develop mitigation strategies.
• Balance mission requirements, business needs, and technical constraints.

Performance & Continuous Improvement

• Develop and track KPIs, SLAs, and service performance metrics.
• Analyze operational trends and customer feedback to drive service improvements.
• Create and review service reports for leadership and stakeholders.
• Support continuous service optimization initiatives across Cloud One environments.

• Active Secret Clearance.
• U.S. Citizenship required.
• Bachelor's degree in Information Technology, Business, Engineering, or related field.
• 8+ years of experience in IT, Service Design, IT Service Management (ITSM), or related disciplines.
• Experience leading customer-facing service improvement or service management initiatives.
• Strong understanding of cloud operations and enterprise service delivery.
• Excellent communication, facilitation, and stakeholder management skills.

Required Certifications

• DoD IAT Level II Certification (Security+, CySA+, CCNA Security, or equivalent).
• One or more cloud certifications (AWS, Azure, GCP, OCI, or equivalent).

Preferred Qualifications

• Experience supporting DoD, Air Force, or federal cloud programs.
• Experience supporting Cloud One, Platform One, or large-scale enterprise cloud environments.
• Familiarity with ITIL, ITSM frameworks, and service design methodologies.
• Experience with ServiceNow or other service management platforms.
• Background in customer experience, service blueprinting, or human-centered design.

$110,000 - $140,000 a year - Full-time, Contract, Salary - 110K-140K

Elevate Technology Solutions delivers secure, scalable, and mission-focused IT solutions across federal and commercial environments. We support complex cloud modernization programs where service management, cloud operations, customer experience, and operational excellence are critical to mission success. This position supports the U.S. Air Force Cloud One Architecture and Common Shared Services (ACSS) Program, one of the largest and most advanced multi-cloud environments supporting the Department of Defense.