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.
- Solid 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.

📌 Service Designer (New Delhi)
🏢 Sharp Brains
📍 New Delhi