Service Designer

Sharp Brains · Bangalore, India

Responsibilities

• Design end-to-end IT services aligned with business and customer requirements.
• Gather and analyze business, technical, and operational requirements.
• Develop service models, workflows, processes, and service blueprints.
• Define service components, dependencies, roles, responsibilities, and support processes.
• Collaborate with business stakeholders, solution architects, infrastructure, application, security, and operations teams.
• Develop service design documentation, process flows, architecture diagrams, and operational requirements.
• Define SLAs, KPIs, OLAs, service performance requirements, and support models.
• Identify service risks, gaps, dependencies, and opportunities for improvement.
• Ensure services are scalable, reliable, secure, and cost-effective.
• Support transition of newly designed services into production and operational support.
• Review existing services and recommend improvements to enhance efficiency and customer experience.
• Ensure service designs align with ITIL and organizational governance standards.
• Participate in service reviews, workshops, solution discussions, and stakeholder presentations.

Qualifications

4–6+ years of experience in Service Design, IT Service Management, or Service Architecture.

Required Skills

• Strong understanding of ITIL service management principles and practices.
• Experience designing end-to-end IT services and operational support models.
• Knowledge of SLAs, KPIs, OLAs, incident, problem, change, and service request processes.
• Strong documentation, analytical, and process-design skills.
• Experience working with cross-functional technical and business teams.
• Strong stakeholder communication and presentation skills.
• Experience with service management platforms such as ServiceNow is an advantage.
• ITIL certification is preferred.