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Service Design Lead

4 weeks ago

Pune, Maharashtra, India Designit Full time

#ContractualOpportunity

We are seeking a seasoned Service Design leader with a strong grasp of user-centered methods and a working knowledge of UI/UX practices to support a large-scale IT transformation initiative. This role will help shape the vision, strategy, and operating model for Experience Management for EUC (End User Computing) - driving data-informed experience improvements across enterprise IT systems.

Key Responsibilities

  • Design & Strategy Leadership
  • Define and evolve end-to-end service experiences across IT operations, with a focus on improving digital employee experience (DEX).
  • Lead discovery and co-creation sessions with cross-functional stakeholders to uncover needs, identify pain points, and shape strategic interventions.
  • Translate service design outputs into actionable roadmaps, operating models, and system-level recommendations.
  • Experience Intelligence & Value Mapping
  • Partner with data and engineering teams to extract insights from existing systems (e.g., ServiceNow, Intune, Tanium, etc.).
  • Drive the design and articulation of experience KPIs, user sentiment insights, and automation opportunities.
  • Identify gaps in data coverage and provide guidance on addressing them to enable more complete experience measurement.
  • Interface Design Oversight
  • Support the conceptualization of intuitive dashboards and visual reporting tools that translate complex data into clear, decision-ready insights.
  • Collaborate with UX team/s to ensure interfaces are aligned with user needs and strategic goals.
  • Tooling Strategy & Future-State Design
  • Contribute to the evaluation of strategic DEX platforms and their alignment with organizational goals (optional, not core skill)
  • Help define the value case for future tools that enable self-healing IT, proactive support, and continuous experience improvement (optional, should be able to weigh in on these conversations with the techno-functional teams)

Ideal Candidate Profile

  • About 10 years of experience in service design, digital strategy, or experience-led transformation.
  • Proven ability to work at the intersection of design, technology, and operations within complex enterprise environments.
  • Strong systems thinker with the ability to connect user needs, operational realities, and data signals.
  • Familiarity with digital experience tooling, IT support ecosystems, and enterprise platforms.
  • Confident communicator and facilitator with the ability to influence stakeholders and synthesize insights into clear strategies.

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