Job Description

Service Design Manager Role will be -

- Accountable / responsible for creating Service Design for projects which will be transitioning into BAU.
- Responsible for re-engineering existing service design / IT Support Model in place of where changes would be required.
- Responsible for continuous improvement of Service Design and Support template / Business Readiness checklist and assist PM / BA to define technical aspect within these checklists.
- Responsible for reviewing and approving service designs
- Experienced Business Analyst and valuable in requirements gathering
- Possess Good Analytical skills
- Possess Good communication skills and experience in dealing with senior stakeholders
- Experienced in technical documentation
- Responsible for handling transformation solutions by ensuring ITIL standards and best practices for service management such as service operations, supplier management, SLM and continuous service improvement.
- Responsible for maintaining Service Acceptance Criteria
- Contributing to Hypercare of projects post Go-Live in BAU

Responsibilities

- Create and manage Service Designs for projects transitioning into BAU support.
- Review, enhance, and approve Service Designs, IT Support Models, and Business Readiness Checklists.
- Gather and analyze business and technical requirements.
- Ensure operational readiness and compliance with ITIL best practices.
- Maintain and govern Service Acceptance Criteria.
- Prepare and maintain service and technical documentation.
- Collaborate with project teams, support teams, vendors, and senior stakeholders.
- Drive service transformation and continuous service improvement initiatives.
- Support Hypercare activities post go-live and ensure a smooth transition to BAU.
- Identify risks, dependencies, and support requirements to ensure successful service delivery.

Qualifications

- Bachelor's degree in Information Technology, Computer Science,



Engineering, or a related field.
- 8+ years of experience in IT Service Management, Service Design, Service Transition, or IT Operations.
- Proven experience in Service Design, IT Support Models, and BAU transitions.
- Strong Business Analysis and requirements gathering experience.
- Experience working with senior stakeholders and cross-functional teams.
- Strong understanding of ITIL processes, including Service Operations, Service Level Management, Supplier Management, and Continual Service Improvement.
- Excellent analytical, communication, and documentation skills.

About Us

At Zensar, we're experience-led everything. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.

Part of the $4.8 billion RPG Group, we're a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.

📌 Service Design (Pune)
🏢 Zensar Technologies
📍 Pune