Senior Services Designer

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.

Working relationships:

Internal

• Global Business Unit in charge of PC and/or Print Services
• Pursuit teams in particular Solution Architects (SA) and CS Delivery Assurance Managers (DAM)
• CS Services Delivery teams in regions, especially Transition and Transformation Managers (TTM) and Account Delivery Mgt (ADM)
• CS Global, Regional or Country delivery organizations (contact centers, field, channel, supply chain).

External

• As an expert on his/her services in his/her region, the Service Designer may be asked to provide consulting in front of customers during deal pursuit phases

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
• Experience in running online and offline workshops.

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