Project Role : Service Designer
Project Role Description : Drive a human-centered design process across all project phases from framing the service to its implementation. Conduct ethnographic research to identify user needs. Interpret and synthesize human insights and balance them against strategic business, technical and brand inputs.
Must have skills : Operations Process Design and Implementation
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
Own the processes that govern how support work gets done — inside the support organization and across the functions support depends on — and lead the change required to make new ways of working actually take hold. Customers should never absorb the cost of internal ambiguity.
Responsibilities
Design, document, and govern internal support process: case handling and prioritization standards, collaboration and swarming protocols, shift handoffs, and escalation paths with named owners at each step.




Define engagement models with Engineering (defect qualification, evidence, priority, status flow), Cloud Ops (incident notification, severity alignment, outage communication ownership), Product (case themes and enhancement requests in, roadmap visibility out), and Skilled Services (implementation-to-support handback).
Formalize each as a mutually agreed engagement charter, reviewed on a set cadence — not a support-authored document.
Lead process and operating-model change end to end: build the case with data, secure sponsorship, pilot, communicate the why, enable managers and engineers, roll out, and reinforce until the new behaviour is the default.
Own adoption, not just rollout — anticipate resistance, surface it early, work it with regional leads, and measure whether behaviour and customer outcomes actually shifted before declaring a change complete.
Run release readiness: confirm support handling, documentation, and known-issue coverage e

📌 Service Designer (Hyderabad)
🏢 Accenture
📍 Hyderabad