Copy of Service Design Manager

📍 Job Overview

Job Title: Service Design Manager

Company: Foxway

Location: Växjö, Solna, or Göteborg, Sweden

Job Type: Full-Time

Category: Service Design & Operations Management

Date Posted: June 11, 2026

Experience Level: Mid-Level (3+ years)

Remote Status: Hybrid (On-site 4 days/week)

🚀 Role Summary

• Lead the strategic design and continuous improvement of circular service value propositions, ensuring customer-centricity, operational efficiency, and commercial viability.

• Drive the optimization and scaling of Device-as-a-Service (DaaS) and lifecycle services across digital and physical operations.

• Bridge business, technology, and day-to-day service execution by mapping end-to-end customer journeys and defining service blueprints.

• Identify and implement innovative improvements within circular principles (reuse, refurbishment, recovery) to maximize sustainability and lifecycle value.

• Take ownership of service performance, operational scalability, and customer experience through hands-on involvement.

📝 Enhancement Note: This role is situated within the "Product & Services Management" team, specifically within Foxway's Circular Workspace Solutions (CWS) division. The focus on "circular principles" and "Device-as-a-Service" indicates a strong emphasis on operationalizing sustainability within IT asset management and service delivery. This is a key differentiator for operations professionals looking for impact-driven roles.

📈 Primary Responsibilities

• Lead end-to-end service improvement initiatives, from initial insight gathering through to final implementation and rollout.

• Develop and refine comprehensive service blueprints to optimize scalable processes for service deployment, ongoing support, device refresh, and end-of-life recovery.

• Ensure designed services consistently meet defined business objectives and stringent operational performance targets.

• Facilitate productive workshops and co-creation sessions to foster alignment and consensus among stakeholders from business, product, and operations functions.

• Collaborate strategically with product management, sales, operational teams, and customer support to enhance overall end-to-end service performance.

• Proactively identify and implement enhancements that improve cost-effectiveness, operational efficiency, scalability, and overall customer experience.

• Establish, monitor, and track key service performance indicators (KPIs) including device uptime, Service Level Agreement (SLA) performance, Net Promoter Score (NPS), and operational efficiency metrics.

• Drive the integration of circular economy principles into service offerings, focusing on reuse, redeployment, refurbishment, and responsible recycling of IT assets.

📝 Enhancement Note: The responsibilities clearly indicate a need for strong process thinking and a data-driven approach. The emphasis on "scalable processes" and "operational performance targets" suggests that candidates with experience in process mapping, workflow automation, and performance management will be highly valued. The "circular flows" aspect highlights a unique operational challenge and opportunity.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a Bachelor's degree in Business Administration, Operations Management, Service Design, Engineering, or a related field is typically expected for roles of this nature. A strong academic record demonstrating analytical and problem-solving skills is beneficial.

Experience: A minimum of 3 years of progressive experience in improving complex services, managing lifecycle services, or optimizing operational environments within a technology or service delivery context.

Required Skills:

• Proven experience in Service Design methodologies and Service Blueprinting.

• Demonstrated ability to improve complex services or operational environments.

• Strong customer focus, combined with a robust business and operations-driven mindset.

• Proven track record of delivering measurable impact in fast-paced, cross-functional environments.

• Exceptional detail-orientation with a strong sense of ownership and execution.

• Excellent communication, presentation, and stakeholder management skills.

• Ability to effectively balance profitability, scalability, customer experience, and operational efficiency.

• Familiarity with Device-as-a-Service (DaaS) or similar subscription/lifecycle service models.

• Experience in facilitating workshops and co-creation sessions.

• Strong analytical skills for KPI tracking and performance measurement. Preferred Skills:

• Experience with circular economy principles and sustainable business models.

• Knowledge of IT Asset Disposition (ITAD) processes.

• Proficiency in specific service design and process mapping tools (e.g., Lucidchart, Miro, Visio).

• Experience in establishing and tracking Service Level Agreements (SLAs) and Net Promoter Score (NPS).

• Fluency in Swedish language (as noted as an advantage).

📝 Enhancement Note: The requirement for "3+ years of experience improving complex services, lifecycle services, or operational environments" positions this as a mid-level role. The blend of customer experience, business acumen, and operational execution is critical. For operations candidates, highlighting experience in process optimization, efficiency gains, and cross-functional collaboration will be key. The mention of "Swedish language is not a requirement, but an advantage" is important for international candidates.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 2-3 distinct projects demonstrating your ability to design, optimize, or improve complex services or operational processes.

• For each project, clearly articulate the initial problem statement, your specific role and contributions, the methodologies employed (e.g., service blueprinting, journey mapping, process analysis), and the implemented solutions.

• Quantify the impact of your work using relevant metrics such as cost savings, efficiency improvements (time reduction, throughput increase), customer satisfaction scores (NPS, CSAT), or sustainability gains.

• Include examples of service blueprints, process maps, or workflow diagrams that illustrate your understanding of end-to-end service flows and operational touchpoints.

• If applicable, demonstrate experience with systems or tools used to manage, monitor, or automate service delivery. Process Documentation:

• Evidence of creating clear and concise process documentation, including standard operating procedures (SOPs), workflow diagrams, and user guides for service operations.

• Examples of how you have used process documentation to facilitate training, ensure consistency, and drive continuous improvement within operational teams.

• Demonstrations of mapping and optimizing processes related to service deployment, support, refresh, or recovery phases.

📝 Enhancement Note: While not explicitly stated as a "portfolio requirement," the nature of a Service Design Manager role, especially one focused on operationalizing services, implies that a portfolio showcasing practical application of design and optimization skills is essential. Candidates should prepare to present case studies that highlight their ability to translate strategic design into tangible operational improvements and measurable business outcomes.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Service Design Managers in Sweden with 3+ years of experience, a projected annual salary range is between SEK 500,000 - 750,000. This range can vary based on specific experience, qualifications, and the final negotiation.

Benefits:

• Opportunities for personal development and strategic career growth within a growing international company.

• Contribution to a more circular and sustainable future through innovative workplace solutions.

• Collaborative and learning-oriented company culture.

• Potential for involvement in shaping the future of sustainable workplaces and circular technology.

• Standard Swedish employment benefits, typically including:

  • Generous paid time off (semester)

  • Pension contributions

  • Health insurance

  • Potential for performance-based bonuses

  • Flexible working arrangements (within the hybrid model) Working Hours: The standard working hours are approximately 40 hours per week, with flexibility managed within the hybrid work model. The role requires on-site presence at least four (4) days per week.

📝 Enhancement Note: Salary for this role in Sweden typically falls within the mid-level professional range. The provided estimate is based on aggregated salary data for similar roles in major Swedish cities and considers the company's industry and size. Benefits are inferred from typical offerings for full-time employees in Sweden and specific mentions in the job description regarding growth and development.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology (IT Services, Circular Economy, Device-as-a-Service). Foxway operates within the growing sector of sustainable IT solutions, focusing on extending the lifecycle of electronic devices and promoting circular business models. This industry context implies a forward-thinking, environmentally conscious, and innovative operational environment.

Company Size: Foxway is a fast-growing organization with nearly 1,300 employees operating across multiple countries, with key hubs across Europe. This size indicates a company with established processes but also agility and room for individual impact, offering a balance between structure and entrepreneurial spirit.

Founded: Foxway's founding date isn't explicitly stated, but its rapid growth and international presence suggest a relatively established company with a history of successful expansion and adaptation in the dynamic IT services market.

Team Structure:

• The Service Design Manager reports to the VP Product & Services Management within Foxway CWS.

• The CWS division specifically focuses on Device-as-a-Service, lifecycle services, and IT Asset Disposition.

• This role is inherently cross-functional, requiring close collaboration with Product Management, Sales, Operations, and Support teams.

• The team likely comprises individuals with diverse skill sets in product development, service operations, sustainability, and customer experience. Methodology:

• Data Analysis & Insights: The role emphasizes data-driven decision-making, requiring analysis of KPIs (device uptime, SLA, NPS, operational efficiency) to identify improvement areas.

• Workflow Planning & Optimization: Core to the role is the creation and refinement of service blueprints and scalable processes for various stages of the device lifecycle.

• Automation & Efficiency: A key objective is to drive efficiency and scalability, suggesting an interest in leveraging technology and process improvements to achieve these goals.

Company Website: https://www.foxway.com/ (Note: The provided URL https://jobs.foxway.com is for their careers portal; the main company site is foxway.com.)

📝 Enhancement Note: The company's mission and focus on circularity are central to its identity. This suggests a culture that values innovation, sustainability, and long-term impact. For operations professionals, this means opportunities to work on meaningful initiatives that align with global sustainability goals.

📈 Career & Growth Analysis

Operations Career Level: This Service Design Manager role is positioned at a mid-level management or senior individual contributor level. It requires a blend of strategic thinking (service design, value propositions) and tactical execution (process optimization, KPI management, stakeholder collaboration). The role involves significant ownership and responsibility for service performance and operational scalability.

Reporting Structure: The Service Design Manager reports directly to the VP Product & Services Management. This senior reporting line indicates the strategic importance of service design and operational excellence to the CWS division's leadership and overall business objectives.

Operations Impact: The Service Design Manager has a direct impact on:

• Revenue: By ensuring commercially viable and customer-centric service offerings that drive adoption and retention.

• Profitability: Through optimizing operational efficiency, reducing costs, and maximizing the lifecycle value of IT assets.

• Customer Satisfaction: By designing and improving services that meet and exceed customer expectations.

• Sustainability Goals: By embedding circular principles and driving resource efficiency, directly contributing to Foxway's mission.

• Operational Scalability: By developing robust processes that enable the company to grow its service offerings efficiently.

Growth Opportunities:

• Operations Skill Advancement: Deepen expertise in service design, circular economy principles, DaaS models, and operational process optimization.

• Leadership Development: Potential to lead project teams, mentor junior colleagues, and take on more complex service portfolios.

• Strategic Impact: Influence the strategic direction of Foxway's service offerings and contribute to its sustainability mission at a higher level.

• Cross-functional Expertise: Gain broad exposure to product management, sales, and operational functions, enhancing overall business acumen.

• Industry Recognition: Become a recognized expert in circular IT services and sustainable business models within a growing industry.

📝 Enhancement Note: The role offers a clear path for growth beyond just managing services. It’s an opportunity to become a subject matter expert in a rapidly expanding and critical field (circular economy in IT). The reporting structure to a VP suggests visibility and potential for significant career advancement within Foxway or the broader industry.

🌐 Work Environment

Office Type: Foxway operates with a hybrid work model, requiring on-site presence at least four (4) days per week. This suggests a structured office-based environment that emphasizes in-person collaboration, team cohesion, and direct interaction with operational teams. The remaining day offers flexibility for remote work.

Office Location(s): The role is available in Växjö, Solna, or Göteborg, Sweden. These locations likely offer modern office facilities designed to support collaborative work, with access to necessary technology and resources for service design and operations management.

Workspace Context:

• Collaborative Environment: The 4-day on-site requirement is designed to foster close collaboration with various stakeholders, including operational teams on the ground, product managers, and sales representatives. This facilitates real-time problem-solving and co-creation.

• Operations Tools & Technology: Employees will have access to standard office technology, potentially including specialized software for service design, process mapping, project management, and communication tools that support hybrid work.

• Team Interaction: The emphasis on on-site presence encourages regular interaction with colleagues, fostering a strong team dynamic and facilitating knowledge sharing essential for optimizing complex service operations.

Work Schedule: The standard work schedule is approximately 40 hours per week. While the hybrid model offers some flexibility, the focus on on-site collaboration suggests a need for predictable availability during core business hours, particularly on the four designated office days, to effectively manage workshops and operational engagements.

📝 Enhancement Note: The hybrid model with a significant on-site component is crucial for this role. It implies that candidates must be comfortable working in a physical office environment for the majority of the week and value in-person collaboration for effective service design and operational execution.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your application, resume, and potentially a cover letter to assess alignment with the core requirements.

• Hiring Manager Interview: A discussion focusing on your experience in service design, operational improvement, stakeholder management, and understanding of DaaS/circular economy concepts. Be prepared to discuss your approach to service blueprints and process optimization.

• Case Study/Presentation: You may be asked to present a case study from your portfolio or tackle a hypothetical service design challenge. This will assess your problem-solving skills, strategic thinking, and ability to articulate complex ideas. Focus on demonstrating measurable impact.

• Cross-Functional Team Interviews: Meetings with key stakeholders from product, sales, and operations teams to evaluate your collaboration style, communication effectiveness, and ability to work cross-functionally.

• Final Interview: Typically with the VP Product & Services Management, focusing on strategic fit, career aspirations, and overall cultural alignment.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 of your most impactful projects that best demonstrate your service design and operational improvement capabilities. Prioritize projects with quantifiable results.

• Structure Your Narrative: For each project, clearly outline: the challenge, your role and actions, the methodology used, the solution implemented, and the outcomes achieved (metrics are key!).

• Visual Aids: Be prepared to share relevant visuals like service blueprints, journey maps, process flows, or dashboards. Ensure they are clear, concise, and easy to understand.

• Focus on Impact: Emphasize how your work translated into tangible business benefits (e.g., cost savings, efficiency gains, improved customer satisfaction, sustainability impact).

• Tailor to Foxway: Briefly explain how your experience and approach align with Foxway's mission in circularity and DaaS.

Challenge Preparation:

• Understand the Context: If given a case study, thoroughly analyze the provided information, identifying key challenges and stakeholders.

• Apply Frameworks: Be ready to apply service design frameworks (e.g., customer journey mapping, service blueprinting) and operational improvement methodologies.

• Data-Driven Approach: Show how you would use data and metrics to inform your decisions and measure success.

• Consider Circularity: Integrate Foxway's circular economy principles into your proposed solutions.

• Stakeholder Alignment: Demonstrate an understanding of how to gain buy-in and collaborate with diverse teams.

📝 Enhancement Note: The application and interview process is designed to assess both strategic design thinking and practical operational execution. A strong portfolio that quantifies impact and demonstrates process ownership will be critical. Preparing specific examples of how you've driven efficiency and customer satisfaction in complex environments will be key.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Collaboration: Tools like Miro, Lucidchart, Mural, or similar platforms for service blueprinting, journey mapping, workshop facilitation, and collaborative ideation.

• Project Management: Proficiency with project management software such as Jira, Asana, Trello, or Monday.com to manage initiatives, track progress, and coordinate cross-functional efforts.

• Process Mapping: Familiarity with tools like Visio or dedicated process modeling software for detailed workflow documentation.

Analytics & Reporting:

• Data Analysis: Experience with tools like Excel, Google Sheets, potentially BI tools like Power BI or Tableau, for analyzing operational data and KPIs.

• Reporting Dashboards: Ability to create or interpret dashboards that track service KPIs (e.g., device uptime, SLA performance, NPS, operational efficiency metrics).

CRM & Automation:

• CRM Systems: While not a primary CRM role, understanding how services integrate with CRM systems (e.g., Salesforce) for customer data management and customer journey tracking is beneficial.

• Workflow Automation: Familiarity with concepts of workflow automation, even if not directly implementing it, to identify opportunities for efficiency gains in service delivery.

📝 Enhancement Note: While specific tools aren't listed, the role implies a need for proficiency in standard service design, project management, and data analysis tools. Candidates should be prepared to discuss their experience with platforms used for process mapping, collaborative design, and performance tracking. The emphasis on "scalable processes" suggests an appreciation for automation and efficiency tools.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A deep commitment to understanding and meeting customer needs throughout the service lifecycle.

• Operational Excellence: A drive for efficiency, scalability, and continuous improvement in all service delivery processes.

• Sustainability & Circularity: A dedication to Foxway's mission of promoting circular economy principles and reducing environmental impact.

• Collaboration & Teamwork: A belief in the power of cross-functional partnerships to achieve shared goals.

• Data-Driven Decision Making: Utilizing metrics and insights to inform strategy and measure success.

• Ownership & Accountability: Taking responsibility for outcomes and driving initiatives to completion.

Collaboration Style:

• Cross-Functional Integration: Actively engaging with and building strong relationships with product, sales, operations, and support teams to ensure cohesive service delivery.

• Workshop Facilitation: Leading inclusive and productive sessions that bring diverse perspectives together to solve problems and design solutions.

• Open Communication: Fostering an environment of transparency and direct communication, providing and seeking feedback constructively.

• Agile & Iterative: Embracing an iterative approach to service design and improvement, allowing for adaptation based on feedback and performance data.

📝 Enhancement Note: Foxway's stated values of ambition, collaboration, and learning, combined with its mission-driven approach, suggest a culture that rewards proactive individuals who can work effectively in teams and contribute to a larger purpose. For operations professionals, this means embracing a collaborative mindset and a commitment to continuous improvement and sustainability.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Competing Priorities: Effectively managing the often-conflicting demands of profitability, scalability, customer experience, and operational efficiency.

• Driving Behavioral Change: Influencing stakeholders across different departments to adopt new processes, service models, and circular principles.

• Operationalizing Circularity: Translating the strategic vision of a circular economy into practical, scalable, and cost-effective operational processes for IT assets.

• Measuring Impact: Developing robust mechanisms to accurately measure and demonstrate the ROI of service design initiatives, particularly those related to sustainability and lifecycle value.

• Adapting to Evolving Technology: Keeping pace with technological advancements that impact device lifecycles and service delivery models.

Learning & Development Opportunities:

• Specialization in Circular Services: Becoming an expert in a rapidly growing and critical field of sustainable IT services and DaaS.

• Advanced Service Design Techniques: Deepening skills in complex service modeling, customer journey optimization, and cross-functional process integration.

• Strategic Leadership: Gaining exposure to high-level product and service strategy, with potential to influence the company's future direction.

• Industry Engagement: Participating in conferences, webinars, and industry groups focused on circular economy, ITAD, and service management.

• Mentorship: Opportunities to learn from senior leaders within Foxway and gain insights into strategic business management.

📝 Enhancement Note: The challenges presented are typical for roles at the intersection of service design, operations, and sustainability. Successfully navigating these will require strong analytical, communication, and change management skills. The growth opportunities are significant for individuals looking to build a career in a forward-looking and impactful sector.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led a service improvement initiative from concept to implementation. What was the outcome?" (Focus on your process, stakeholder management, and measurable results.)

• "How would you approach designing a new Device-as-a-Service offering, considering circularity, operational feasibility, and customer adoption?" (Demonstrate your understanding of service blueprints, lifecycle management, and cross-functional collaboration.)

• "What are the key challenges in balancing profitability and customer experience in a service-driven business, and how do you address them?" (Showcase your strategic thinking and ability to find optimal solutions.)

• "How do you ensure that service designs are not only innovative but also operationally scalable and sustainable in the long term?" (Highlight your focus on practical implementation and continuous improvement.) Company & Culture Questions:

• "What interests you about Foxway's mission in circularity and sustainability, and how does that align with your career goals?" (Research Foxway's mission and values