Job summary
Senior Manager - Service Design Lead
Service Design lead is responsible for creating and orchestrating end to end service experience across workplace technology employee support and facilities within new or expanding Global Capability Center (GCC)The role ensures that all services are tailored and intentionally designed seamlessly integrated and aligned to GCC clients strategic and processes.
Responsibilities
Including employee experience standards and operational efficiency metrics. Job role covers facility operations admin support planning physical security and access control. Business and operational focus to translate Clientss needs into scalable user-centric and service delivery models.
- Define service delivery blueprint for workplace operations for GCCs (frontstage and backstage).
- Lead the design of integrated services journeys across IT FM Security and employee services.
- Benchmark and apply global service standards to ensure premium user experience.
- Collaborate with real-estate IT HR procurement and business stakeholders.
- Represent user and operational needs during site planning design implementation and operations.
- Lead discovery workshops to identify pain points expectations and service outcomes
Process Design and Optimization
- Create and document end to end services workflows and SOPs
- Identify automation self-service and digital touchpoints opportunities
- Ensure all services are measurable repeatable and compliance with SLAs and agreements with Clients/ GCCs requirements.
Program Management
- Drive service transition planning during GCC set-up: Day 0 to Day N support.
- Oversee vendor onboarding training and operational readiness.
- Ensure service continuity and readiness for handover top operations team.
Performance & continuous Improvement
- Define KPIs and success metrics as per Clients requirements
- Monitor service health and facilitate regular reviews and feedback loops.
- Champion continuous improvement and post occupancy refinement of services.