Service Design Lead

GES 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 to travel to / work onsite as needed. The ideal candidate is located near Hanscom AFB (Boston, MA) or Huntsville, AL.

The selected IT Service Design Lead will 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.

Primary Responsibilities Include:

• 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:Guidehuman-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,facilitatingworkshops and co-creation sessions.
• Performance & Metrics:EstablishKey Performance Indicators (KPIs) and metrics to measure the effectiveness and impact of service design initiatives.
• Systemic Problem Solver: Propose high-impact service design approaches to solve complex operational, technological, or policy-related challenges.

• Requires aBachelorsdegree and8+ years of prior relevant experience
• Experience and Leadership with IT Service Design, ITSM, ITService Management.
• Must have an active Secret clearance.
• US citizenshiprequired.
• Excellent customer service skills, with experience working in a customer-facing position.
• Excellent verbal and writtencommunicationsskills.

Certifications:

• IAT Level II (Information Assurance Technical Level 2)requiringcertifications like CompTIA Security+ CE or CCNA Security.
• One or more cloudcertificationsfor example AWS Certified Solutions Architect or similar level certification., * Experience with USAF Cloud One or Platform 1.
• Experience with Service Design management technologies such as ServiceNow.