IT Service Design Manager

📍 Job Overview

Job Title: IT Service Design Manager

Company: Fortrea

Location: Mexico City, Mexico

Job Type: Full-Time

Category: IT Operations / Service Management

Date Posted: 2026-05-06

Experience Level: 5-10 Years

Remote Status: Remote OK (with primary location in Mexico City)

🚀 Role Summary

• Drive the design, scoping, and implementation of scalable IT services to support key strategic programs, ensuring alignment with business objectives and operational efficiency.

• Lead the evaluation of service cost, feasibility, and impact, acting as a critical link between business stakeholders, managed service providers (MSPs), and internal IT teams.

• Oversee the seamless transition of services from design to execution, managing the end-to-end implementation process, often leveraging third-party providers.

• Champion continuous improvement initiatives within IT service management, ensuring services evolve to meet current and future business needs.

📝 Enhancement Note: While the title is "IT Service Design Manager," the responsibilities and required experience (5-7 years in IT service design, focus on service introduction, MSP operations, and ITIL) strongly indicate a role focused on the operationalization and implementation of IT services rather than purely strategic design. The emphasis on "service introduction" and "service transition" points to a practical, execution-oriented function within the IT Service Management (ITSM) framework. The role appears to be a blend of service design, project management, and vendor management within an IT Operations context.

📈 Primary Responsibilities

• Collaborate closely with business leaders and IT peers to deeply understand strategic objectives and translate them into actionable IT service requirements.

• Develop and drive comprehensive service designs and support models that effectively meet current and future business demand, ensuring scalability and optimal performance.

• Conduct thorough reviews of existing and proposed service offerings against evolving business needs, proactively identifying gaps and recommending strategic solutions.

• Prioritize IT initiatives based on a clear understanding of business value, cost-effectiveness, and potential impact, ensuring resources are allocated to the highest-priority areas.

• Define and recommend optimal approaches for service delivery, including the selection and management of managed service providers (MSPs) and other third-party vendors.

• Provide robust cost, feasibility, and impact/benefit analyses to support investment decisions and strategic planning for new and existing IT services.

• Engage with business unit leaders to gather detailed requirements, shape the initial scope of services, and ensure alignment with strategic program goals.

• Ensure the end-to-end implementation of IT services, managing the lifecycle through MSPs or other external partners, overseeing their performance and adherence to SLAs.

• Partner effectively with internal cross-functional teams (e.g., infrastructure, application support, security) to guarantee seamless service delivery and smooth hand-offs from the design phase through to operational execution and transition.

• All other duties as needed or assigned to support the IT Service Management function.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on the practical aspects of service delivery, including vendor management, cost analysis, and cross-functional collaboration for service introduction and transition. This points to an "IT Operations" or "IT Service Delivery" focus, with "Service Design" being a key component of the overall process.

🎓 Skills & Qualifications

Education:

• Bachelor’s degree in Information Technology, Computer Science, or a closely related field.

• Fortrea may consider equivalent relevant professional experience in lieu of a formal degree.

Experience:

• 5-7 years of progressive experience in IT service design, with a specific focus on service introduction processes, including scoping, service mapping, and "t-shirt sizing" estimations.

• Proven track record of successfully delivering IT services within a managed service provider (MSP) operating model.

Required Skills:

• Strong command of IT Service Management (ITSM) principles and ITIL methodologies (v3 and v4).

• Proficiency in utilizing IT Service Management tools, with a specific requirement for ServiceNow.

• Excellent analytical, problem-solving, and critical decision-making skills, with the ability to manage multiple competing priorities in a dynamic environment.

• Demonstrated ability to partner effectively with business stakeholders, navigating diverse needs and conflicting priorities to balance tactical execution with strategic objectives.

• Exceptional written and verbal communication skills, coupled with strong interpersonal abilities for effective stakeholder engagement across all levels.

• Strategic thinking capabilities, with the ability to approach challenges from a broad, top-down perspective, comfortable working with a degree of ambiguity.

• Results-orientation with a proven ability to develop actionable plans and successfully implement them to achieve desired outcomes.

Preferred Skills:

• Experience in project management and familiarity with agile methodologies.

• Experience within the Pharma, CRO (Contract Research Organization), or Life Sciences industry sectors.

• Prior experience working directly with managed service providers.

📝 Enhancement Note: The requirement for ITIL certification (v3/v4) and proficiency in ServiceNow are critical for this role, indicating a need for hands-on experience with industry-standard ITSM platforms and frameworks. The emphasis on "t-shirt sizing" and "scoping" within service introduction suggests a need for practical estimation and planning skills early in the service lifecycle.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case studies demonstrating successful IT service design and introduction projects, detailing the scope, challenges, and solutions implemented.

• Examples of service transition plans and documentation, showcasing the ability to move services from design to operational reality.

• Evidence of cost, feasibility, and impact/benefit analyses performed for new or improved IT services.

• Documentation showcasing experience with vendor management, particularly with managed service providers, and oversight of their delivery.

Process Documentation:

• Workflow diagrams and process maps illustrating the service introduction and service transition phases.

• Documentation outlining strategies for engaging business stakeholders and gathering requirements for service design.

• Examples of service catalog entries or service definition documents created for new IT services.

• Documentation related to the management and oversight of third-party service providers and their adherence to SLAs.

📝 Enhancement Note: Given the focus on service introduction and transition, candidates should be prepared to showcase their ability to document and manage processes related to bringing new IT services online. This includes demonstrating how they've worked with MSPs and translated business needs into tangible service designs and operational plans.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Comprehensive health insurance coverage, likely including medical, dental, and vision.

• Retirement savings plan or pension contributions.

• Paid time off (vacation days, sick leave, and public holidays).

• Opportunities for professional development, including ITIL v4 certifications and advanced ITSM training.

• Potential for performance-based bonuses or incentives.

Working Hours:

• Standard full-time work week, typically 40 hours.

• While the role is based in Mexico City, the "Remote OK" status suggests flexibility, with potential for a hybrid arrangement or fully remote work within Mexico. Occasional travel may be required for stakeholder meetings or vendor engagements.

📝 Enhancement Note: The salary estimation is based on general market data for IT management roles in Mexico City with the specified experience and technical requirements. The specific benefits package will be detailed during the hiring process.

🎯 Team & Company Context

🏢 Company Culture

Industry: Fortrea operates within the Pharmaceutical and Life Sciences industry, specifically as a Contract Research Organization (CRO). This sector demands high standards of compliance, data integrity, and operational excellence, which directly influences the IT service environment.

Company Size: Fortrea is a significant organization, likely employing thousands of individuals globally. This scale implies complex IT infrastructure, diverse business needs, and established operational processes, offering opportunities for substantial impact.

Founded: Fortrea was established in 2023, spinning off from Labcorp. This relatively new but experienced entity combines established processes with a forward-looking approach, aiming for agility and innovation in its operations.

Team Structure:

• The IT Service Design Manager likely operates within a larger IT Operations or IT Service Management department.

• This department may include teams focused on IT Service Delivery, Incident Management, Problem Management, Change Management, and Vendor Management.

• The role will involve close collaboration with IT Infrastructure, Application Support, Information Security, and Business Relationship Management teams.

Methodology:

• Data-driven decision-making is paramount, utilizing ITSM metrics and performance indicators to inform service design and improvements.

• Process-oriented approach, adhering to ITIL frameworks for structured service lifecycle management.

• Emphasis on continuous improvement (CI) and strategic alignment to ensure IT services effectively support the pharmaceutical and life sciences mission.

• Collaborative engagement with stakeholders to foster a shared understanding of IT capabilities and business requirements.

Company Website: https://www.fortrea.com/

📝 Enhancement Note: The company's background as a spin-off from Labcorp suggests a culture that values established best practices while also being agile and adaptable to new market dynamics. The Pharma/CRO industry context implies a strong focus on regulatory compliance and data security within IT operations.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a mid-to-senior level management position within IT Service Management. It requires a solid foundation in ITIL principles and practical experience in service design, introduction, and transition. The "Manager" title suggests responsibility for guiding initiatives and potentially overseeing junior staff or external vendor teams.

Reporting Structure: The IT Service Design Manager typically reports to a Director or VP of IT Operations or IT Service Management. They would collaborate extensively with Business Relationship Managers, IT Service Delivery Managers, and vendor counterparts.

Operations Impact: This role has a direct impact on the organization's ability to execute its strategic programs by ensuring that the necessary IT services are designed, implemented, and transitioned effectively. Successful service design and introduction lead to improved operational efficiency, reduced risk, and better support for critical business functions within the life sciences sector.

Growth Opportunities:

• Specialization: Deepen expertise in specific ITIL processes (e.g., Service Level Management, Availability Management) or gain advanced ITIL certifications (e.g., ITIL Expert).

• Leadership: Transition into roles with broader scope, such as Director of IT Service Management, Head of IT Operations, or Senior IT Vendor Manager.

• Cross-Functional Moves: Leverage service design and stakeholder management skills for roles in IT Program Management, Business Analysis, or IT Strategy.

• Industry Expertise: Develop specialized knowledge in IT for the Pharma/CRO/Life Sciences sector, becoming a subject matter expert.

📝 Enhancement Note: The growth path from this role is clear within the ITSM and IT Operations domains, offering opportunities to move into more strategic leadership or specialized operational areas. The company's focus on growth as a new entity suggests potential for internal advancement as the organization scales.

🌐 Work Environment

Office Type: The job is listed as "TELECOMMUTE" with a primary location in Mexico City, Mexico, and "Remote OK." This indicates a flexible work environment that can be fully remote or hybrid, with the expectation of being able to work effectively from a home office.

Office Location(s): While remote-friendly, the role is associated with Mexico City, Mexico. This suggests potential for occasional in-person meetings, team gatherings, or client engagements in that region.

Workspace Context:

• A well-equipped home office setup will be essential for effective remote work, including reliable internet connectivity.

• Collaboration will primarily occur through virtual channels, utilizing tools like Microsoft Teams, Zoom, or similar platforms for communication and meetings.

• Access to Fortrea's IT systems and collaboration tools will be provided.

Work Schedule:

• The standard work week is 40 hours.

• While remote, adhering to core business hours for collaboration with teams in Mexico City and potentially other global locations (if applicable) will be important.

• Flexibility may be offered, but responsiveness during business hours for critical operational needs is expected.

📝 Enhancement Note: The remote work arrangement is a significant aspect of this role, requiring candidates to be adept at self-management and virtual collaboration. The "primary location" in Mexico City might imply a preference for candidates within that time zone or region, even if fully remote.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review your application and resume for key qualifications and experience.

• Technical/Hiring Manager Interview: This will likely involve in-depth questions about your ITIL knowledge, ServiceNow expertise, experience with service introduction/transition, and MSP management. Expect scenario-based questions ("Tell me about a time when...").

• Stakeholder/Cross-Functional Interview: You may meet with business stakeholders or peers from other IT departments to assess your collaboration, communication, and ability to translate business needs into IT solutions.

• Portfolio Presentation (Potential): Candidates might be asked to present specific case studies or examples from their portfolio showcasing their approach to service design, introduction, or problem resolution.

• Final Interview: A final discussion with senior leadership to assess cultural fit, strategic thinking, and overall suitability for the role.

Portfolio Review Tips:

• Structure: Organize your portfolio by key responsibility areas: Service Design/Introduction, Service Transition, Vendor Management, Process Improvement.

• Case Studies: For each case study, clearly articulate the business problem, your role and approach, the tools/methodologies used (e.g., ITIL, ServiceNow), the actions taken, and the measurable outcomes (e.g., cost savings, efficiency gains, improved service levels).

• Quantify: Wherever possible, use data and metrics to demonstrate the impact of your work. For example, "Reduced service onboarding time by 15%" or "Managed a portfolio of MSPs contributing to X% of IT service delivery."

• Process Focus: Highlight your understanding and application of ITIL processes, especially Service Strategy, Service Design, Service Transition, and Service Operation.

• Tool Proficiency: Showcase examples of how you've leveraged ServiceNow or similar ITSM tools to manage workflows, track incidents, or facilitate service transitions.

Challenge Preparation:

• Be prepared for scenario-based questions that test your problem-solving skills in areas like:

  • Designing a new service for a specific business need.
  • Managing a challenging relationship with an MSP.
  • Handling a complex service transition.
  • Prioritizing competing demands from different business units.

• Practice articulating your strategic thinking and how you approach ambiguity.

• Prepare to discuss your results-orientation and how you drive initiatives to completion.

📝 Enhancement Note: A strong portfolio demonstrating practical application of ITIL principles in a managed service provider environment, with a focus on service introduction and transition, will be crucial. Candidates should be ready to articulate their thought processes and quantifiable achievements.

🛠 Tools & Technology Stack

Primary Tools:

• ServiceNow: This is a mandatory requirement. Proficiency in using ServiceNow for ITSM processes such as Service Design, Service Introduction, Incident Management, Change Management, and potentially Service Catalog management.

• ITSM Platforms: Experience with other ITSM tools besides ServiceNow may be beneficial for understanding broader industry practices.

• Collaboration Suites: Microsoft 365 (Teams, SharePoint, Outlook, Word, Excel, PowerPoint) or similar productivity and communication tools.

Analytics & Reporting:

• ServiceNow Reporting Modules: Ability to generate reports and dashboards within ServiceNow to track key performance indicators (KPIs) for service delivery.

• Business Intelligence Tools (e.g., Power BI, Tableau): While not explicitly mentioned, experience with data visualization tools can be advantageous for creating comprehensive impact analyses and performance reports.

• Spreadsheet Software (e.g., Excel): Advanced proficiency for data manipulation, analysis, and financial modeling (cost/benefit analysis).

CRM & Automation:

• Vendor Management Systems (VMS): Experience managing contracts and performance of MSPs, which may involve using specific VMS platforms or integrated modules within ServiceNow.

• Project Management Tools (e.g., Jira, Asana, MS Project): Useful for managing the project aspects of service introduction and transition, especially if agile methodologies are employed.

📝 Enhancement Note: ServiceNow is the key technology mentioned. Candidates should highlight their experience with its specific modules related to service design, introduction, and transition, as well as its reporting capabilities.

👥 Team Culture & Values

Operations Values:

• Efficiency & Optimization: A strong drive to improve processes, reduce costs, and streamline service delivery. This role is central to ensuring IT services run like well-oiled machines.

• Collaboration & Partnership: Working effectively with diverse teams (business, IT, vendors) to achieve common goals, emphasizing clear communication and mutual respect.

• Data-Driven Decision Making: Relying on metrics, analysis, and evidence to inform decisions, prioritize initiatives, and measure success.

• Accountability & Results-Orientation: Taking ownership of initiatives and driving them to successful completion, demonstrating a commitment to delivering tangible outcomes.

• Continuous Improvement: A mindset of always looking for ways to enhance services, processes, and team performance.

Collaboration Style:

• Cross-Functional Integration: Actively bridges the gap between business needs and IT capabilities, ensuring seamless integration of services into the broader IT landscape.

• Proactive Communication: Regularly updates stakeholders on progress, risks, and opportunities, fostering transparency and trust.

• Constructive Feedback: Open to receiving and providing feedback to improve processes and team dynamics, especially in interactions with MSPs and internal teams.

• Knowledge Sharing: Willingness to share insights and best practices related to service design and management with colleagues.

📝 Enhancement Note: The culture likely emphasizes a blend of structured, ITIL-based processes and a proactive, results-driven approach, essential for a rapidly evolving company in the life sciences sector.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Ambiguity: The role requires comfort working in a dynamic environment with evolving strategic priorities, necessitating strong adaptability and problem-solving skills.

• Balancing Competing Priorities: Juggling demands from various business units, IT teams, and MSPs while ensuring alignment with overarching strategic goals.

• Managing Third-Party Performance: Ensuring that managed service providers consistently meet service level agreements (SLAs) and deliver high-quality services, requiring strong vendor management and oversight.

• Driving Adoption of New Services: Effectively introducing and transitioning new IT services to users and support teams, ensuring smooth adoption and minimizing disruption.

• Continuous Process Improvement: Staying ahead of evolving business needs and technological advancements to continually refine and optimize IT service design and delivery.

Learning & Development Opportunities:

• Advanced ITIL Certifications: Pursuing ITIL Expert or specialized modules (e.g., Continuous Service Improvement, Service Offerings and Agreements).

• Vendor Management Training: Developing deeper skills in contract negotiation, performance management, and strategic partnership with MSPs.

• Pharma/CRO Industry Knowledge: Gaining specific insights into the unique IT challenges and regulatory requirements of the life sciences sector.

• Leadership Development Programs: Opportunities to enhance leadership, strategic planning, and team management skills within Fortrea.

📝 Enhancement Note: This role offers significant opportunities for professional development in specialized areas of IT Service Management and vendor relations, particularly within the context of the pharmaceutical industry.

💡 Interview Preparation

Strategy Questions:

• "Describe your process for designing a new IT service from initial business requirements to operational handover. What key stakeholders would you involve?"

• "How do you assess the cost, feasibility, and business impact of a proposed IT service? Can you provide an example?"

• "Walk me through your experience managing a managed service provider. What are the key elements of a successful MSP relationship, and how do you ensure performance?"

• "Imagine you have conflicting priorities from two different business units requesting new services. How would you approach this situation to ensure strategic alignment and fair resource allocation?"

Company & Culture Questions:

• "What do you know about Fortrea and its role in the life sciences industry?"

• "How would your approach to IT service design align with our focus on innovation and compliance in a regulated industry?"

• "Describe your experience working in a remote or hybrid environment. What strategies do you use to maintain effective collaboration and productivity?"

Portfolio Presentation Strategy:

• Select 2-3 impactful case studies: Focus on projects that clearly demonstrate your skills in service design, introduction, transition, and/or MSP management.

• Structure your presentation: For each case study, use a STAR (Situation, Task, Action, Result) or PAR (Problem, Action, Result) format.

  • Situation/Problem: Briefly describe the business need or issue.
  • Task: Explain your specific role and responsibilities.
  • Action: Detail the steps you took, methodologies used (ITIL, Agile), tools (ServiceNow), and key decisions made.
  • Result: Quantify the outcomes – cost savings, efficiency gains, improved service levels, successful transition.

• Highlight your process: Emphasize your systematic approach, stakeholder engagement, and how you managed risks and challenges.

• Be ready for deep dives: Anticipate questions about the details of your process, your rationale behind specific decisions, and how you would apply similar approaches at Fortrea.

📝 Enhancement Note: Candidates should prepare to articulate their experience through concrete examples, demonstrating a strong understanding of ITIL, practical application of ServiceNow, and strategic thinking in managing IT services and vendors.

📌 Application Steps

To apply for this IT Service Design Manager position:

• Submit your application through the provided Workday link: https://fortrea.wd1.myworkdayjobs.com/Fortrea/job/Mexico-City/IT-Service-Design-Manager_262195

• Customize Your Resume: Tailor your resume to highlight your 5-7 years of experience in IT service design, ITIL v3/v4 expertise, ServiceNow proficiency, and experience with managed service providers and service introduction/transition processes. Use keywords from the job description.

• Prepare Your Portfolio: Compile relevant case studies and documentation that showcase your ability to design, scope, implement, and transition IT services. Focus on quantifiable achievements and your process-driven approach.

• Practice Interview Responses: Rehearse answers to common IT Service Management and behavioral questions, incorporating specific examples from your experience and portfolio. Be ready to discuss your approach to vendor management and cross-functional collaboration.

• Research Fortrea: Understand Fortrea's mission, its position in the Pharma/CRO industry, and its likely IT challenges. This will help you tailor your responses and demonstrate your understanding of the business context.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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