Key Responsibilities

1. Service Design & Lifecycle Management

- Deliver Service Design Packages for critical and prioritised projects within the change portfolio.

- Define and document Service Models covering Service Operations, Supplier Management, SLM and CSI.

- Support the governance of IT Service Management across the service lifecycle.

- Maintain and apply ITIL best practices across service design activities.

2. BAU Transition & Support Models

- Create Support Models for services transitioning from project delivery into BAU.

- Support reengineering of existing service designs or support models where required.

- Ensure operational readiness for recent or changed services through structured checklists and reviews.

- Support Hypercare activities for newly transitioned services.

3. Stakeholder Collaboration

- Work with Service Owners, Process Managers, PMs and BAs across the IT organisation.





- Liaise across technology and service “towers” to ensure alignment of service design with business and technology strategy.

- Act as an extension of client’s ITSM Process Teams where required.

4. Governance & Continuous Service Improvement

- Support Continuous Service Improvement (CSI) initiatives and Service Improvement Plans (SIPs).

- Maintain and improve Service Design templates, Support Model templates and Business Readiness checklists.

- Review and approve service models to ensure consistency and quality.

- Capture lessons learned and feed improvements back into service design practices.

5. Compliance & ITSM Alignment

- Ensure service designs align with ITIL practices and internal ITSM processes.

- Support audit and governance requirements related to service design artefacts.

- Maintain clear documentation and traceability for service acceptance and transition decisions.

📌 Service Design (Pune)
🏢 Zensar Technologies
📍 Pune