IT Service Design Manager

📍 Job Overview

Job Title: IT Service Design Manager

Company: Fortrea

Location: São Paulo, Brazil

Job Type: Full-Time

Category: IT Operations / Service Management

Date Posted: February 12, 2026

Experience Level: 5-10 Years

Remote Status: Remote OK (with primary location in São Paulo, Brazil)

🚀 Role Summary

• Strategic Service Design: Lead the design and scoping of IT services in close partnership with IT business units to ensure alignment with their strategic programs and deliverables. This involves a deep understanding of business objectives and translating them into effective service architectures.

• Operational Effectiveness & Efficiency: Drive financial and strategic evaluations to optimize operational effectiveness and efficiency through the implementation of best practices in service introduction and service transition.

• Cross-Functional Initiative Leadership: Lead and collaborate on cross-functional strategic initiatives, engaging with business units and partners to manage organizational change and ensure seamless service adoption.

• Managed Service Provider (MSP) Oversight: Ensure the end-to-end implementation of services through managed service providers or other third parties, maintaining high standards of delivery and performance.

📝 Enhancement Note: This role is positioned as a critical link between business strategy and IT service delivery, requiring a blend of technical expertise in IT Service Management (ITSM) and strong business acumen. The emphasis on "service introduction" and "service transition" indicates a focus on the lifecycle management of IT services, from initial concept to operational deployment and ongoing support. The "remote OK" status with a primary location in São Paulo suggests a hybrid approach or a role requiring presence in that region for key meetings or collaboration, while allowing for remote work.

📈 Primary Responsibilities

• Business & IT Collaboration: Actively collaborate with business and IT peers to thoroughly understand strategic objectives, evolving needs, and technological requirements.

• Service Offering Development: Develop and drive the design of IT services and support models to effectively meet current and future business demand.

• Gap Analysis & Strategy Alignment: Review and compare existing service offerings against current and future needs, identify critical gaps, and ensure the overarching IT strategy effectively addresses these gaps.

• Initiative Prioritization: Prioritize strategic initiatives based on a comprehensive analysis of business need, cost implications, and potential impact on operational goals.

• Service Delivery Approach: Determine and/or recommend the most effective approach for delivering services, considering internal capabilities, external partnerships, and cost-efficiency.

• Cost, Feasibility & Impact Analysis: Conduct thorough cost, feasibility, and impact/benefit analyses to support strategic decisions and service design proposals.

• Business Unit Engagement: Engage directly with Business Unit (BU) leaders to gather requirements, ensure alignment with their strategies, and partner to shape the initial scope of service designs.

• Third-Party Service Implementation: Oversee and ensure the end-to-end implementation of services, working with managed service providers and other third parties to guarantee successful deployment and operational readiness.

• Cross-Functional Integration: Partner with internal cross-functional teams (e.g., IT Operations, Development, Support) to ensure seamless service delivery and effective hand-offs from the design phase through execution (service introduction to service transition).

• Continuous Improvement: Identify opportunities for process improvement within service design, introduction, and transition frameworks.

📝 Enhancement Note: The responsibilities highlight a proactive approach to service management, emphasizing strategic planning, robust analysis, and strong stakeholder management. The inclusion of "t-shirt sizing" in the experience requirements points to a need for practical, early-stage service scoping and estimation skills.

🎓 Skills & Qualifications

Education:

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

• Fortrea may consider relevant and equivalent professional experience in lieu of formal educational requirements.

Experience:

• Minimum of 5+ years of progressive experience in IT service design, with a specific focus on service introduction processes, including scoping, mapping, t-shirt sizing, and relationship management.

Required Skills:

• ITIL Expertise: Strong and demonstrable grasp of IT Service Management (ITSM) principles and methodologies, specifically ITIL v3 and v4.

• Service Design & Introduction: Proficient in designing IT services, scoping new service offerings, and managing the service introduction lifecycle.

• Managed Services Oversight: Proven ability to manage and ensure successful delivery from managed service providers and third-party vendors.

• ITSM Tools: Proficient in the use of IT Service Management (ITSM) tools and technologies, with a specific emphasis on ServiceNow.

• Analytical & Problem-Solving: Excellent analytical, problem-solving, and decision-making skills, with a demonstrated ability to dissect complex issues and propose effective solutions.

• Prioritization & Time Management: Ability to effectively prioritize and manage multiple tasks and projects concurrently in a fast-paced, dynamic environment.

• Communication Skills: Exceptional written and verbal communication skills, with the ability to articulate technical concepts to non-technical audiences and engage effectively with diverse stakeholders.

• Stakeholder Management: Demonstrated ability to partner effectively with business stakeholders, build strong relationships, and navigate conflicting priorities to balance critical tactical and strategic needs.

• Cross-Functional Collaboration: Proven ability to collaborate effectively and communicate with a variety of audiences and stakeholders, including executive management, business leaders, IT peers, and colleagues.

• Strategic Thinking: Possess a strategic mindset with the ability to think broadly and from a top-down perspective, comfortable operating with a degree of ambiguity.

• Results Orientation: A strong results-orientation with a proven ability and reputation for developing actionable plans and implementing them successfully to achieve desired outcomes.

• Self-Direction: Highly self-directed, self-motivated, and driven; capable of identifying and filling gaps independently to drive expected results.

Preferred Skills:

• Experience in the Pharma, Contract Research Organization (CRO), or Life Sciences space.

• Additional experience working directly with managed service providers.

• Knowledge of Agile methodologies and experience in project management.

📝 Enhancement Note: The emphasis on ITIL v3 and v4, ServiceNow, and MSP experience are critical keywords for ATS systems and hiring managers. The combination of strategic thinking and hands-on execution, coupled with strong communication and stakeholder management, defines the core competencies for this role. The preference for Pharma/CRO/Life Sciences experience suggests the company operates within or heavily supports these industries.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Service Design Frameworks: Examples of structured service design processes, including how you've mapped service components, defined service levels, and outlined operational hand-offs.

• Service Introduction Case Studies: Documented instances of successfully introducing new IT services, detailing the scoping, t-shirt sizing, feasibility analysis, and stakeholder engagement involved.

• ITSM Tool Implementation/Optimization: Evidence of working with or configuring ITSM platforms (especially ServiceNow) to support service design, introduction, and transition workflows.

• Managed Service Provider Integration: Case studies demonstrating your ability to define requirements for, select, and manage the performance of managed service providers to achieve specific service outcomes.

• Cost/Benefit Analysis: Examples of financial and strategic evaluations conducted to justify service investments, demonstrating ROI and operational impact.

• Process Improvement Documentation: Portfolios showcasing initiatives where you identified service delivery gaps and implemented process improvements, particularly within service introduction or transition.

Process Documentation:

• Workflow Design & Optimization: Showcase your ability to design and document end-to-end service workflows, from initial business requirement gathering through to operational handover, highlighting optimization efforts.

• Implementation & Automation: Provide examples of how you've overseen the implementation of services, including collaboration with third parties and leveraging automation where applicable.

• Metrics & Performance Analysis: Demonstrate proficiency in defining key performance indicators (KPIs) for new services and reporting on their performance post-introduction, including analysis of service effectiveness and efficiency.

📝 Enhancement Note: For an IT Service Design Manager role, a portfolio is crucial. It should not just list experiences but showcase tangible results and methodologies. Candidates should be prepared to walk through specific projects, detailing their role, the challenges, the solutions implemented (especially regarding service design and introduction), and the quantifiable outcomes.

💵 Compensation & Benefits

Salary Range:

Based on industry benchmarks for IT Service Design Managers with 5-10 years of experience in a major metropolitan area like São Paulo, Brazil, and considering the remote work flexibility, a competitive salary range is estimated to be between R$180,000 to R$280,000 BRL annually. This range accounts for the specialized ITIL expertise, strategic responsibilities, and potential for international collaboration.

Benefits:

• Comprehensive Health Coverage: Medical, dental, and vision insurance plans.

• Retirement Savings Plan: Contributions to a local retirement or pension fund.

• Paid Time Off: Generous vacation days, sick leave, and public holidays.

• Professional Development: Support for continued education, ITIL certifications (v4 upgrades), and training opportunities.

• Remote Work Stipend/Support: Potential for home office setup assistance or stipends to support remote work.

• Life Insurance: Company-provided life insurance coverage.

• Performance Bonuses: Potential for annual performance-based bonuses.

Working Hours:

• Standard full-time hours are typically 40 hours per week.

• The role offers flexibility, with the possibility of remote work arrangements, allowing for adjustments to accommodate work-life balance. However, availability for critical meetings and cross-functional collaboration during core business hours (potentially aligned with global teams if applicable) will be expected.

📝 Enhancement Note: Salary ranges for specialized IT roles in Brazil can vary significantly based on company size, industry (especially Pharma/CRO), and the specific experience required. The estimate provided is a general guideline. Benefits packages in international roles often align with local market standards but can also include global benefits.

🎯 Team & Company Context

🏢 Company Culture

Industry: Fortrea operates within the Life Sciences sector, specifically as a Contract Research Organization (CRO). This industry is characterized by rigorous scientific standards, a strong focus on regulatory compliance, and a mission-driven approach to advancing healthcare.

Company Size: Fortrea is a mid-to-large-sized company, likely employing several thousand individuals globally. This size suggests a structured environment with established processes, but also opportunities for significant impact and cross-functional interaction.

Founded: Fortrea was established in 2022, spun off from Laboratory Corporation of America Holdings (Labcorp). This relatively recent independence means the company is likely focused on building its own distinct culture and operational efficiencies while leveraging established industry expertise.

Team Structure:

• IT Service Management (ITSM) Function: The IT Service Design Manager will likely be part of a broader IT department, potentially within an IT Operations or Service Management group.

• Reporting Structure: The role likely reports to an IT Service Delivery Manager, Head of IT Operations, or a similar senior IT leadership position.

• Cross-Functional Collaboration: Expect close collaboration with IT Business Relationship Managers, Service Desk teams, Infrastructure teams, Application Development, Project Management Offices (PMOs), and key business stakeholders across various departments (e.g., Clinical Operations, R&D).

Methodology:

• ITIL Framework: The company's reliance on ITIL principles is explicit in the job requirements, suggesting that ITSM best practices are foundational to their operations.

• Data-Driven Decision Making: The emphasis on financial and strategic evaluations implies a data-driven approach to service design and investment justification.

• Managed Service Provider Model: The significant involvement of MSPs indicates a strategy of leveraging external expertise for operational execution, requiring strong vendor management and performance oversight.

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

📝 Enhancement Note: Understanding Fortrea's role as a CRO is key. This means the IT services are critical enablers of complex clinical trials and research. The IT Service Design Manager will be instrumental in ensuring that IT services are robust, compliant, and efficient enough to support these high-stakes scientific and business operations. The recent spin-off may also mean a dynamic environment focused on establishing new standards and optimizing existing ones.

📈 Career & Growth Analysis

Operations Career Level: This role is a mid-to-senior level management position. It requires significant prior experience in IT service design and a strong understanding of the entire IT service lifecycle. It's a strategic role that bridges technical IT delivery with business objectives.

Reporting Structure: The IT Service Design Manager will likely report into a senior IT Operations or Service Management leader, with potential for direct interaction with IT Directors or VPs. The role involves significant collaboration with various business units, indicating influence across departments rather than direct line management of large teams.

Operations Impact: The IT Service Design Manager has a substantial impact on the company's ability to execute its core business functions. By ensuring that IT services are effectively designed, introduced, and transitioned, this role directly contributes to:

• Operational Efficiency: Streamlining IT processes and reducing costs through optimized service delivery.

• Business Agility: Enabling business units to adopt new technologies and services quickly to meet market demands.

• Risk Mitigation: Ensuring services are robust, secure, and compliant, reducing the risk of disruptions and regulatory issues.

• Strategic Alignment: Guaranteeing IT investments directly support and enable Fortrea's overall strategic goals in the life sciences sector.

Growth Opportunities:

• Service Management Leadership: Potential progression to roles like Head of IT Service Management, Director of IT Operations, or similar leadership positions overseeing broader IT service delivery functions.

• Specialization: Deepening expertise in specific areas such as cloud service design, cybersecurity service integration, or advanced ITSM tool configuration and strategy.

• Enterprise Architecture: Moving into roles focused on the broader architectural design of IT systems and how services integrate within the enterprise landscape.

• Consulting: Leveraging expertise to consult internally on complex IT initiatives or potentially transition into external IT consulting roles.

• Process Improvement & Transformation: Leading initiatives focused on significant digital transformation or process re-engineering within the IT function.

📝 Enhancement Note: The growth path for an IT Service Design Manager is typically aligned with deepening expertise in service management and expanding influence within IT and business operations. Success in this role can lead to broader operational leadership opportunities, particularly in organizations that rely heavily on well-defined and efficient IT services.

🌐 Work Environment

Office Type: While the role is designated "Remote OK," Fortrea is likely to have a hybrid work model or designated office spaces in São Paulo. This suggests a professional office environment that supports collaborative work, team meetings, and in-person strategic discussions when necessary.

Office Location(s): The primary location is São Paulo, Brazil. Fortrea likely has corporate offices or operational hubs in this major business center, offering access to talent and infrastructure. There is also mention of "Mexico" as a location, which could indicate a broader regional presence or remote work possibilities in that country as well.

Workspace Context:

• Collaborative Environment: The role necessitates frequent collaboration, so the workspace (whether remote or in-office) should support seamless communication and virtual/in-person meetings. Access to collaboration tools is essential.

• Technology & Tools: A reliable internet connection and a suitable workspace are expected, along with access to Fortrea's IT infrastructure and collaboration platforms.

• Team Interaction: Opportunities will exist for interaction with local teams in São Paulo and potentially global teams, depending on the company's organizational structure. Regular virtual team meetings and project syncs will be common.

Work Schedule:

• The standard 40-hour work week provides a framework, but the nature of strategic roles often involves some flexibility to manage urgent issues or critical project deadlines. The remote work option allows for greater control over personal scheduling, provided business needs and communication requirements are met.

📝 Enhancement Note: The "Remote OK" status combined with specific location mentions (São Paulo, Mexico) indicates flexibility. Candidates should clarify expectations regarding any required in-office presence, travel, or specific working hours during the interview process.

📄 Application & Portfolio Review Process

Interview Process:

1. Initial Screening: A recruiter or HR representative will likely conduct an initial phone screen to assess basic qualifications, experience, and cultural fit.

2. Hiring Manager Interview: A discussion with the hiring manager to delve into your experience with IT service design, ITIL, MSPs, and your strategic thinking capabilities. Be prepared to discuss specific examples from your career.

3. Technical/Panel Interview: This stage may involve interviews with other IT leaders, peers, or members of the teams you would collaborate with. Expect questions focused on your technical expertise, problem-solving skills, and how you approach service design challenges.

4. Portfolio Review: A dedicated session where you will present key projects from your portfolio. This is a critical step to demonstrate your practical application of service design principles, process improvements, and impact.

5. Final Interview/Executive Review: Potentially a final interview with a senior IT executive to discuss strategic alignment, leadership potential, and overall fit within Fortrea.

Portfolio Review Tips:

• Structure: Organize your portfolio around key responsibilities: Service Design, Service Introduction, MSP Management, Process Improvement, and Stakeholder Collaboration.

• Case Study Format: For each project, use a STAR (Situation, Task, Action, Result) or similar format. Clearly articulate the business problem, your role and responsibilities, the specific actions you took (design steps, analysis, vendor management), and the quantifiable results or impact.

• Metrics & Impact: Quantify your achievements whenever possible. Use metrics related to cost savings, efficiency gains, improved service levels, successful service adoption rates, or reduced risk.

• Visuals: Use diagrams, flowcharts, or screenshots (if permissible and anonymized) to illustrate processes and designs.

• Tailor to Fortrea: Emphasize experiences relevant to the CRO/Life Sciences industry and Fortrea's stated needs (e.g., strategic partnership, operational effectiveness).

Challenge Preparation:

• Service Design Scenario: Be prepared for a hypothetical scenario where you need to design a new IT service. Outline your approach, key considerations, required resources, and potential risks.

• Process Improvement Challenge: You might be asked to identify a flaw in a given service process and propose improvements, focusing on efficiency and effectiveness.

• Stakeholder Management Scenario: Prepare to discuss how you would handle a situation with conflicting priorities from different business units regarding IT service requirements.

📝 Enhancement Note: The interview process is designed to assess both technical competency and strategic leadership. A strong, well-documented portfolio that clearly articulates your contributions and impact is paramount for success in this role.

🛠 Tools & Technology Stack

Primary Tools:

• ServiceNow: This is explicitly mentioned as a required proficiency. Expect to use it for ITSM processes, workflow management, service catalog design, and potentially reporting.

• ITSM Suites: Familiarity with other major ITSM platforms (e.g., BMC Remedy, Jira Service Management) might be beneficial for context, though ServiceNow is the primary focus.

• Collaboration Platforms: Microsoft Teams, Slack, or similar for daily communication and team collaboration.

• Project Management Tools: Jira, Asana, Monday.com, or Microsoft Project for managing initiatives and tracking progress.

Analytics & Reporting:

• ServiceNow Reporting: Utilizing ServiceNow's built-in reporting and dashboarding capabilities.

• Business Intelligence Tools: Experience with tools like Tableau, Power BI, or Qlik Sense for deeper data analysis and visualization of service performance metrics.

• Spreadsheet Software: Advanced proficiency in Microsoft Excel or Google Sheets for data manipulation and analysis.

CRM & Automation:

• While not explicitly stated as a primary focus for this role, understanding how IT services integrate with business CRM systems (like Salesforce) or leverage automation tools (RPA, workflow automation) can be a plus, especially when designing services that support sales or customer-facing operations.

• Process Automation Tools: Knowledge of tools that automate IT workflows or service delivery processes.

📝 Enhancement Note: Proficiency in ServiceNow is a non-negotiable requirement. Candidates should be prepared to discuss their experience with its various modules relevant to service design, service catalog management, request fulfillment, and incident/problem management.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A strong emphasis on understanding and meeting the needs of internal business units as key customers. This translates to designing services that are user-friendly and directly support business outcomes.

• Excellence & Quality: A commitment to high standards in service design, implementation, and delivery, particularly critical in the regulated life sciences industry.

• Collaboration & Partnership: A belief in working together across teams and with external partners to achieve shared goals, fostering a sense of mutual reliance.

• Innovation & Continuous Improvement: Encouraging new ideas and methods to enhance service delivery, efficiency, and effectiveness. This aligns with the need for strategic thinking and process optimization.

• Integrity & Accountability: Operating with honesty and taking ownership of responsibilities, especially important when dealing with critical business functions and third-party relationships.

Collaboration Style:

• Proactive Engagement: Actively seeking out stakeholders to understand needs and provide updates, rather than waiting to be approached.

• Transparent Communication: Openly sharing information, challenges, and progress with all relevant parties.

• Consensus Building: Working towards agreements and solutions that satisfy multiple stakeholders, even when priorities differ.

• Knowledge Sharing: Willingness to share insights, best practices, and lessons learned within the IT team and with business partners.

📝 Enhancement Note: Fortrea's culture as a newer, independent entity in the life sciences sector likely values agility, a strong work ethic, and a commitment to scientific advancement. The IT team will mirror this, focusing on enabling research and development through reliable and efficient technology services.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Strategic Vision with Tactical Execution: Effectively translating high-level business strategies into concrete, implementable IT service designs while managing day-to-day operational realities.

• Navigating Ambiguity: Operating effectively in situations where requirements or business goals may not be fully defined, requiring proactive clarification and strategic interpretation.

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

• Cross-Functional Alignment: Aligning diverse stakeholder needs and priorities across multiple business units and IT teams, often involving competing demands.

• Adapting to Evolving Life Sciences Landscape: Keeping pace with the rapid advancements in biotechnology, clinical research, and regulatory requirements, and ensuring IT services support these changes.

Learning & Development Opportunities:

• ITIL v4 Advanced Certifications: Pursuing certifications like ITIL 4 Managing Professional or Strategic Leader to deepen expertise.

• Cloud Service Design: Gaining deeper knowledge in designing services specifically for cloud environments (AWS, Azure, GCP).

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

• Industry-Specific Knowledge: Expanding understanding of the CRO and Life Sciences sector to better align IT services with business objectives.

• Leadership Development Programs: Participating in company-offered programs to enhance leadership, strategic planning, and change management capabilities.

📝 Enhancement Note: The challenges presented are typical for strategic IT roles in dynamic industries. Successfully navigating these challenges offers significant opportunities for professional growth and development.

💡 Interview Preparation

Strategy Questions:

• "Describe your process for designing a new IT service from initial business request to operational readiness. What are the key phases and deliverables?" (Focus on ITIL Service Introduction and Transition, stakeholder engagement, and risk assessment).

• "How would you prioritize competing IT service requests from different business units when resources are limited? Provide an example." (Highlight your analytical approach, cost-benefit analysis, and stakeholder negotiation skills).

Company & Culture Questions:

• "What do you know about Fortrea and the CRO industry? How do you see IT Service Design contributing to our mission?" (Research Fortrea's services, values, and recent news. Emphasize how IT enables clinical research and drug development).

• "Describe a time you had to work with ambiguous requirements. How did you approach it, and what was the outcome?" (Showcase your strategic thinking, proactive communication, and ability to drive clarity).

Portfolio Presentation Strategy:

• Choose impactful examples: Select 2-3 projects that best showcase your skills in service design, introduction, MSP management, and process improvement.

• Quantify results: For each project, clearly state the business problem, your role, the actions taken, and the measurable outcomes (e.g., "Reduced service introduction time by 20%," "Achieved 99.5% SLA compliance with MSP").

• Explain your methodology: Detail the ITIL principles, design frameworks, and analytical techniques you employed.

• Highlight collaboration: Emphasize how you worked with stakeholders, business units, and third parties.

• Address challenges: Be prepared to discuss any challenges encountered and how you overcame them.

📝 Enhancement Note: The interview questions will likely probe your understanding of ITIL, your strategic approach to service management, and your ability to translate business needs into technical solutions. Your portfolio should serve as tangible evidence of these capabilities.

📌 Application Steps

To apply for this IT Service Design Manager position:

• Submit your application through the provided Workday link on the Fortrea careers portal.

• Tailor your Resume: Customize your resume to highlight keywords such as "IT Service Design," "Service Introduction," "Service Transition," "ITIL v3/v4," "Managed Service Provider," "ServiceNow," "Stakeholder Management," and "Strategic Planning." Quantify your achievements with specific metrics where possible.

• Prepare Your Portfolio: Compile a concise portfolio (e.g., PDF document) that includes 2-3 detailed case studies showcasing your experience in service design, introduction, and MSP management. Focus on demonstrating your strategic thinking and quantifiable results.

• Research Fortrea: Understand Fortrea's business as a CRO, its mission, and its role in the life sciences industry. This will help you tailor your responses during interviews and demonstrate genuine interest.

• Practice Interview Questions: Rehearse answers to common interview questions, particularly those related to your experience with ITIL, service design processes, stakeholder management, and handling ambiguity. Be ready to present your portfolio effectively.

⚠️ 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.