Service Design Senior Manager

Role Purpose

A senior specialist role responsible for translating experience intent into operable service models, ensuring experiences can be delivered consistently and at scale.

The role operates upstream of delivery and focuses on service logic, operability, and feasibility rather than execution.

Key Responsibilities

Service & Operating Model Design

• Design end‑to‑end service models across physical, digital, and human touchpoints.
• Define frontstage and backstage interactions, roles, and dependencies.

Service Blueprinting

• Develop detailed service blueprints identifying risks, failure points, and handoffs.
• Ensure services are practical, scalable, and sustainable.

Design Translation

• Partner with experience design to translate intent into service logic.
• Support delivery teams through clear design handover without owning execution.

Experience & Skills

• 8–10+ years in service design, operations design, or customer experience roles.
• Strong systems thinking and blueprinting capability.
• Experience working in complex service environments.