✨ AI Insights & Summary
This is a critical leadership role supporting the U.S. Air Force's Cloud One program, offering a unique opportunity to modernize a large-scale, multi-cloud environment. The Service Design Lead will be instrumental in ensuring the resilience, security, and cost-effectiveness of vital Air Force systems by focusing on customer-centric service management and strategic IT service design. It's a chance to apply extensive IT and service design expertise in a mission-critical context, bridging user needs with operational realities and strategic goals.
Role Overview
This position supports the U.S. Air Force Cloud One Architecture and Common Shared Services contract, with an opening for a Service Design Lead. The role focuses on adopting customer-focused service management and will coordinate across 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, enhancing USAF system resiliency, security, and cost effectiveness.
Location
This position is hybrid remote. Candidates will be required to travel to or work onsite as needed. Candidates must be located near Hanscom AFB (Boston, MA) or work in Huntsville, AL.
About the Role
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.
Key Responsibilities
- 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 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 in IT with an emphasis on service design and ITSM.
- Must have an active Secret clearance.
- 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