Job specifics/responsibilities:

 

  • The Service Designer (known as well as Delivery Capability Mgr) is responsible for a portfolio of new or existing services and corresponding delivery capabilities. She/he leads the development of service concepts, blueprints, customer journeys and other service design artefacts. She/he is responsible for identifying, designing, implementing and improving ITIL based processes behind the PC services delivery.
  • As such, she/he frequently contributes to the development of new ideas and methods. While working in a global team (covering all markets), she/he will work closely with regional service delivery teams, as well as the Global Business Unit (GBU).
  • The responsibility includes providing expert support to sales and pursuit teams on the delivery capabilities she/he manages. These pursuit teams are engaged with customers to provide a contractual solution and regularly require Subject Matter Experts to help.

Key deliverables/accountabilities:

  • Project management plan for development of new services
  • Accountable for effective planning, execution, monitoring and controlling of the project activities related to multiple New service introduction projects (NSI) using project management standards and methodologies
  • Craft Customer Journey and Blueprints.
  • Serve as integral part of organization as a thought leader in applying ITIL processes and principles to streamline business processes and optimize operational efficiencies and ensure services are performed within established service levels.
  • Collaborate with the HP IT / Tools team as required to customize the tools in-scope.
  • Document the “recipe” for all operational roles once new service is designed, to handover to them
  • Agree with the stakeholders on KPIs/Metric to be used to measure the effectiveness of the Process and the calculation mechanism of each of the KPIs/Metrics.
  • Provide the Process/tools training to all the resources in the Engagement.

Education (degree) and professional experience required:

  • Engineering or Master degree
  • Service design and service management
    • Relevant experience in service design or related role such as user experience design or design research
    • Passionate about service design creating human-centred services.
    • Knowledge of existing and emerging service design tools and methods.
    • ITIL certified – strong knowledge of ITIL service design & service transition management
    • Experience in IT workplace services : fleet mgt, hardware, software, OS and applications
  • Project mgt
    • 7+ years in project management roles or in like roles/businesses
    • PMP certification welcomed.
  • Cross-functional and multi-country working experience

Personal skills and qualities:

  • Excellent Presentation skills, verbal and written communication skills and facilitation skills.
  • Strategic thinking
  • Building relationships, conflicts management, capacity to influence across organizations
  • Achievement drive, optimism and growth mindset
  • Experience in running online and offline workshops.

Technical skills (procedures and documents the employee has to be acquainted with):

  • ITIL
  • Ideally Service Now ITSM
Technical Skills
Other
Is a Remote Job?
Hybrid (Remote with required office time)
Employment Type
Full time

You’re out to reimagine and reinvent what’s possible—in your career as well as the world around you.  

So are we. We love taking on tough challenges, disrupting the status quo, and creating what’s...

Apply Now