Service Design Lead

This role supports the U.S. Air Force Cloud One Architecture and Common Shared Services contract and currently has an opening for a Service Design Lead. This position focuses on adoption of customer-focused service management and will coordinate across multiple areas of the program including cloud engineering, operations and maintenance, and customer support. This is an exciting opportunity to use your experience to modernize a leading, global-scale multi-cloud environment in support of a critical mission, supporting USAF system resiliency, security, and cost effectiveness.

Location: This position will be hybrid remote. Candidates will be required travel to or work onsite as needed. Candidates need to be located near Hanscom AFB (Boston, MA) or work in Huntsville, AL.

Requirements

We are seeking a seasoned IT Service Design Lead to orchestrate the end-to-end design and optimization of our technology services. You will act as a strategic leader, bridging the gap between user needs, operational capabilities, and business strategy. In this role, you will define how our constituents interact with our digital and physical services, ensuring they are intuitive, accessible, and scalable. You will move beyond single-project delivery to take accountability for the strategic direction of complex, high-impact services.

• Strategic Design & Vision: Collaborate with and provide subject-matter expertise on service design to the Government and Cloud One Service Design Team, advising and helping implement on the long-term vision, strategy, and roadmap for major IT services, aligning them with organizational goals and user-centered design principles.
• End-to-End Service Ecosystems: Map complex user journeys, create service blueprints, ecosystem maps, and experience models to improve end-to-end experiences across digital and in-person touchpoints.
• Research-Driven Insights: Guide human-centered research activities (interviews, surveys, usability testing) and synthesize qualitative/quantitative data to iterate and refine services.
• Cross-functional Leadership: Partner with Product Managers, Engineers, UX/UI Designers, and operational teams to implement service design solutions, facilitating workshops and co-creation sessions.
• Performance & Metrics: Establish Key Performance Indicators (KPIs) and metrics to measure the effectiveness and impact of service design initiatives.
• Systemic Problems Solver: Propose high-impact design approaches to solve complex operational, technological, or policy-related challenges.

Required Skills:

• Bachelor’s Degree and 12+ years or more of experience.
• 8+ years of experience ein IT with an emphasis on service design and ITSM.
• Must have an active Secret clearnce
• U.S. Citizenship required
• Certifications: IAT-2 and one or more cloud certifications
• Excellent customer service skills, with experience working in a customer-facing position.
• Excellent verbal and written communication skills.

Preferred Skills

• Experience with USAF Cloud One or Platform 1.
• Experience with Service Design management technologies such as ServiceNow.

Benefits

SES provides a competitive salary and the following benefits:

• Medical
• Dental
• Vision
• AD&D
• STD
• LTD
• Company paid Life Insurance
• 401k with employer contribution
• Paid Time Off
• Pet Insurance