Service Design Senior Manager

A senior specialist role responsible for translating experience intent into operable service models , ensuring experiences can be delivered consistently and at scale.

The role operates upstream of delivery and focuses on service logic, operability, and feasibility rather than execution.

• Design end‑to‑end service models across physical, digital, and human touchpoints.
• Define frontstage and backstage interactions, roles, and dependencies.
• Develop detailed service blueprints identifying risks, failure points, and handoffs.
• Ensure services are practical, scalable, and sustainable.

• Partner with experience design to translate intent into service logic.
• Support delivery teams through clear design handover without owning execution.

• Strong systems thinking and blueprinting capability.
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