Service Design Lead

3 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.

Want to know more?

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Designit is committed to ensuring that all candidates have an equal opportunity to be considered for employment. Please let us know if you need any reasonable accommodation to participate in the job application or interview process.

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