Service Design Manager

📍 Job Overview

Job Title: Service Design Manager Company: Zensar Location: Maharashtra, India Job Type: Full-time Category: Operations Management / Service Delivery Date Posted: August 06, 2025 Experience Level: 5-10 Years Remote Status: On-site

🚀 Role Summary

• Spearhead the creation and refinement of service designs for projects transitioning from project phase to Business As Usual (BAU) operations.
• Drive the re-engineering of existing IT support models and service delivery frameworks to enhance efficiency and effectiveness.
• Champion continuous improvement initiatives for service design templates, business readiness checklists, and ITIL best practices.
• Ensure comprehensive technical aspects are clearly defined within project checklists, collaborating with Project Managers and Business Analysts.
• Oversee the maintenance and application of Service Acceptance Criteria to guarantee successful service delivery and operational readiness.

📝 Enhancement Note: This role is heavily focused on the operationalization of new services and the optimization of existing ones, requiring a strong understanding of IT Service Management (ITSM) frameworks and a proactive approach to process improvement. The emphasis on ITIL standards and stakeholder management suggests a strategic role bridging project delivery and ongoing operational excellence.

📈 Primary Responsibilities

• Accountable for the end-to-end development and approval of service designs, ensuring they align with business objectives and operational capabilities.
• Responsible for the continuous improvement of service design documentation, including templates and business readiness checklists, to maintain relevance and accuracy.
• Collaborate with Project Managers (PM) and Business Analysts (BA) to integrate technical aspects into service design checklists and facilitate smooth project transitions.
• Manage and enforce ITIL standards and best practices across service operations, supplier management, Service Level Management (SLM), and continuous service improvement (CSI) initiatives.
• Contribute actively to the Hypercare phase of projects post Go-Live, providing critical support during the initial BAU operational period.
• Maintain and enforce Service Acceptance Criteria (SAC) to ensure that all delivered services meet defined quality and performance standards before transitioning to BAU.
• Re-engineer existing IT support models and service designs where necessary to address inefficiencies or adapt to changing business requirements.

📝 Enhancement Note: The responsibilities highlight a dual focus on proactive service design for new initiatives and reactive improvement of existing operational frameworks. The inclusion of Hypercare and Service Acceptance Criteria underscores the critical nature of this role in ensuring smooth, high-quality service transitions and sustained operational performance.

🎓 Skills & Qualifications

Education:

• A Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field is typically expected for a role of this nature. Advanced degrees or specialized certifications in IT Service Management are often advantageous.

Experience:

• Proven experience (5-10 years) in Business Analysis, with a strong emphasis on requirements gathering, process mapping, and solution design within IT service delivery contexts.
• Demonstrated experience in developing and implementing service designs, IT support models, and operational frameworks.
• Track record of successful project transitions into Business As Usual (BAU) operations.
• Experience in managing or contributing to the Hypercare phase of IT projects.

Required Skills:

• Service Design: Expertise in creating robust service designs that meet business needs and operational requirements.
• ITIL Framework Proficiency: Deep understanding and practical application of ITIL v3/v4 principles, particularly in Service Operations, Service Design, Supplier Management, and Continuous Service Improvement.
• Requirements Gathering: Advanced skills in eliciting, documenting, and validating business and technical requirements.
• Analytical Skills: Strong ability to analyze complex systems, identify process gaps, and propose effective solutions.
• Stakeholder Management: Proven ability to effectively communicate and manage expectations with senior stakeholders across various departments.
• Technical Documentation: Proficiency in creating clear, concise, and comprehensive technical documentation, including service design blueprints and operational guides.
• Business Analysis: Experience in performing business analysis to understand needs and translate them into actionable service design specifications.

Preferred Skills:

• Process Re-engineering: Experience in redesigning and optimizing existing IT support models and operational processes.
• Service Level Management (SLM): Understanding of defining, monitoring, and reporting on Service Level Agreements (SLAs).
• Supplier Management: Familiarity with managing third-party IT service providers and ensuring their performance aligns with service design.
• Project Management Fundamentals: Basic understanding of project management methodologies for effective collaboration with PMs.
• Transformation Solutions: Experience in implementing and managing IT transformation initiatives.

📝 Enhancement Note: The "5-10 years" experience level suggests a mid-to-senior role. The emphasis on ITIL and Business Analysis skills points towards a candidate who can bridge the gap between strategic IT operations and practical implementation. Proficiency in documentation and stakeholder management is critical for this role's success.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Service Design Documentation: Examples of comprehensive service design documents created for new or re-engineered services, showcasing clarity, completeness, and alignment with business goals.
• Process Improvement Case Studies: Documented instances of re-engineering existing IT support models or service designs, highlighting the problem, your solution, implementation steps, and quantifiable improvements (e.g., efficiency gains, cost reduction, improved service levels).
• Technical Documentation Samples: Samples of technical documentation, such as operational guides, support checklists, or process flows, demonstrating clarity, accuracy, and adherence to standards.
• Stakeholder Communication Examples: Evidence of effective communication with senior stakeholders regarding service design proposals, operational changes, or issue resolution, possibly through presentation summaries or reports.
• ITIL Compliance Evidence: Examples of how ITIL best practices were integrated into service designs or operational models, demonstrating an understanding of service operations, SLM, and CSI.

Process Documentation:

• Workflow Design & Optimization: Showcase examples of designing or optimizing operational workflows, including process mapping, identifying bottlenecks, and proposing solutions for seamless transitions.
• Implementation & Automation: Detail instances where you were involved in implementing new service designs or automating operational processes to enhance efficiency and reliability.
• Measurement & Performance Analysis: Present examples of how service performance was measured post-implementation, including the use of Service Acceptance Criteria and continuous service improvement methodologies.

📝 Enhancement Note: Candidates are expected to demonstrate their practical experience through a portfolio. The focus should be on tangible outcomes, process improvements, and adherence to ITIL standards, with clear articulation of their role and impact.

💵 Compensation & Benefits

Salary Range:

• Given the location (Maharashtra, India), experience level (5-10 years), and the specialized nature of Service Design Management within IT operations, a competitive salary range can be estimated. Based on industry benchmarks for similar roles in India, the expected annual salary would likely fall between ₹12,00,000 to ₹20,00,000 (INR). This estimate considers factors such as the demand for ITIL-certified professionals, responsibility for critical service transitions, and the company's likely positioning in the IT services sector.

Benefits:

• Health Insurance: Comprehensive medical coverage for employees and potentially dependents.
• Paid Time Off: Generous allocation of annual leave, sick leave, and public holidays.
• Retirement Savings Plan: Contributions to a provident fund or similar retirement savings scheme.
• Professional Development: Opportunities for training, certifications (e.g., ITIL Expert, IT Service Management certifications), and attending industry conferences.
• Performance Bonuses: Potential for annual bonuses tied to individual and company performance.
• Relocation Assistance: If applicable for candidates moving to Maharashtra.

Working Hours:

• Standard full-time working hours, typically around 40 hours per week, Monday to Friday. However, responsibilities related to Hypercare and critical project transitions may occasionally require flexibility and extended hours.

📝 Enhancement Note: The salary range is an estimation based on general market data for IT Service Management roles in India with 5-10 years of experience. Actual compensation may vary based on specific skills, qualifications, and negotiation.

🎯 Team & Company Context

🏢 Company Culture

Industry: Information Technology and Services. Zensar is a global technology and services company that partners with its clients to digitally transform their businesses. They focus on areas like digital engineering, cloud, cybersecurity, and data analytics. Company Size: Zensar is a large enterprise, employing thousands of people globally. This scale implies structured processes, diverse teams, and potential for career growth within different business units or service lines. Founded: Zensar Technologies was incorporated in 1991. Its long history suggests stability and a deep understanding of the IT services market.

Team Structure:

• Operations/Service Delivery Focus: The Service Design Manager likely operates within a larger IT Operations or Service Delivery department. This team is responsible for ensuring the smooth functioning of IT services for Zensar's clients.
• Reporting Structure: This role would typically report to a Head of Service Delivery, Operations Director, or a Senior Manager responsible for IT Service Management.
• Cross-functional Collaboration: Close collaboration is expected with Project Management, Business Analysis, Solution Architecture, Infrastructure Operations, Application Support, and Client Account Management teams.

Methodology:

• Data-Driven Decisions: Emphasis on using data from service performance metrics, incident reports, and customer feedback to drive design improvements and operational adjustments.
• ITIL Adherence: A core methodology for managing IT services, focusing on best practices for service strategy, design, transition, operation, and continual improvement.
• Agile/Hybrid Approaches: While ITIL is foundational, modern IT operations often integrate agile principles for faster iteration and adaptation, especially in transformation projects.

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

📝 Enhancement Note: Zensar's global presence and focus on digital transformation mean this role is crucial in ensuring that client-facing IT services are designed for efficiency, scalability, and innovation, adhering to industry best practices.

📈 Career & Growth Analysis

Operations Career Level: This is a mid-to-senior level management position within the operations or service delivery function. It requires a blend of technical understanding, process management expertise, and leadership capabilities. The role is central to ensuring the successful transition and ongoing operational health of client projects. Reporting Structure: The Service Design Manager typically reports to a higher-level operations or service delivery leader and may manage a small team or work closely with functional leads in project management and business analysis. The role involves significant interaction with senior client stakeholders and internal leadership. Operations Impact: This role directly impacts client satisfaction and Zensar's reputation by ensuring that services are designed effectively, meet agreed-upon standards (SAC), and transition smoothly into operational support. Successful service design leads to better client retention, reduced operational costs through efficiency, and improved service quality.

Growth Opportunities:

• Senior Service Design/Architecture: Advancement to roles like Senior Service Designer, Lead Service Architect, or Head of Service Design, managing a larger portfolio of services or a dedicated design team.
• IT Service Management Leadership: Progression into broader IT Service Management roles, such as IT Service Manager, Head of IT Operations, or Director of Service Delivery, overseeing multiple operational functions.
• Transformation & Strategy Roles: Opportunities to move into strategic roles focused on IT transformation, service portfolio management, or digital strategy implementation.
• Specialization: Deepening expertise in specific areas like cloud service design, cybersecurity operations, or ITSM tool implementation and management.

📝 Enhancement Note: This role offers a clear path for career progression within IT Operations and Service Management. The experience gained in designing, implementing, and managing IT services according to ITIL standards is highly transferable and valuable for leadership roles.

🌐 Work Environment

Office Type: This is an on-site role based in Maharashtra, India. The work environment will likely be a corporate office setting typical of a large IT services company. Office Location(s): Specific office locations within Maharashtra are not detailed, but Zensar has a significant presence in major cities like Pune and Mumbai. Accessibility and local amenities would be typical for established business districts.

Workspace Context:

• Collaborative Hub: The workspace will foster collaboration, with opportunities to interact with project teams, operational support staff, and management.
• Technology-Rich Environment: Access to standard office technology, IT infrastructure, and potentially specialized ITSM tools and platforms used by Zensar.
• Professional Setting: A formal business environment with a focus on client delivery and operational excellence.

Work Schedule:

• Primarily a standard Monday-Friday work week. However, due to the nature of project transitions and potential client demands, flexibility in working hours may be required to meet critical deadlines or support Hypercare activities.

📝 Enhancement Note: As an on-site role, candidates should expect a traditional office environment that facilitates direct collaboration and engagement with colleagues and project stakeholders.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or recruitment team will review applications and conduct a preliminary screening call to assess basic qualifications and cultural fit.
• Hiring Manager Interview: An in-depth discussion with the hiring manager focusing on your experience in service design, ITIL, business analysis, stakeholder management, and problem-solving approaches. Expect questions about past projects and how you handled specific challenges.
• Technical/Panel Interview: This stage may involve a panel of subject matter experts (e.g., from operations, project management, or architecture) who will assess your technical depth, understanding of ITIL, and ability to articulate complex service designs.
• Portfolio Presentation: You may be asked to present a selection of your work, showcasing your service design documentation, process improvement case studies, and your role in successful project transitions.
• Final Interview/Offer: A final discussion, potentially with senior leadership, to confirm suitability and make an offer.

Portfolio Review Tips:

• Curate Selectively: Choose 3-4 of your strongest pieces that best represent your capabilities in service design, process re-engineering, and ITIL application.
• Focus on Impact: For each portfolio item, clearly articulate the problem statement, your specific contributions, the solution implemented, the process followed, and the measurable business outcomes or improvements achieved (e.g., reduced incident resolution time, improved customer satisfaction scores, cost savings).
• Structure Your Presentation: Organize your portfolio items logically. For case studies, use a STAR (Situation, Task, Action, Result) method to clearly convey your impact.
• Highlight ITIL Alignment: Explicitly mention how your work aligns with specific ITIL processes (e.g., Service Design, Service Transition, Service Operations, CSI).
• Prepare for Questions: Be ready to answer detailed questions about your design choices, the challenges faced, and how you collaborated with teams and stakeholders.

Challenge Preparation:

• Process Design Exercise: You might be given a scenario and asked to outline a service design or an IT support model, or to identify improvements in an existing process. Prepare to think on your feet, articulate your thought process, and justify your recommendations.
• Stakeholder Communication Scenarios: Be ready to discuss how you would handle difficult conversations with stakeholders regarding service design compromises or operational issues.
• Problem-Solving: Prepare for questions that require you to diagnose operational issues and propose solutions that align with ITIL best practices and business objectives.

📝 Enhancement Note: A strong portfolio is crucial. Emphasize quantifiable results and demonstrate a clear understanding of how your service design work contributes to operational efficiency and client satisfaction, aligning with ITIL principles.

🛠 Tools & Technology Stack

Primary Tools:

• ITSM Platforms: Experience with ITSM tools like ServiceNow, BMC Helix ITSM, or Cherwell is highly valuable, as these are often used for managing service design, incident, problem, and change management processes.
• Diagramming & Modeling Tools: Proficiency in tools such as Microsoft Visio, Lucidchart, Draw.io, or similar for creating process flows, service blueprints, and architectural diagrams.
• Documentation Tools: Familiarity with tools like Confluence, Microsoft SharePoint, or Google Workspace for creating and managing technical documentation and knowledge bases.

Analytics & Reporting:

• Reporting Tools: Experience with tools that can generate reports on service performance, availability, and incident trends. This might include built-in ITSM reporting modules or integration with business intelligence tools.
• Data Analysis Tools: Basic proficiency in Excel for data analysis and reporting is often expected.

CRM & Automation:

• CRM Systems (Indirect): While not a direct CRM role, understanding how IT services integrate with or support CRM functions (e.g., for client-facing applications) can be beneficial.
• Process Automation Concepts: Familiarity with concepts of automating IT operational tasks and workflows, even if not directly implementing automation tools in this role.

📝 Enhancement Note: While specific tools are not listed, a strong understanding of ITSM platforms and diagramming tools is essential. The ability to leverage data for reporting and analysis to support service design decisions is also key.

👥 Team Culture & Values

Operations Values:

• Client-Centricity: A strong focus on understanding and meeting client needs through well-designed and efficiently delivered IT services.
• Excellence & Quality: Commitment to high standards in service design, documentation, and operational execution, ensuring quality and reliability.
• Continuous Improvement: A proactive mindset towards identifying and implementing enhancements to processes, services, and operational models.
• Collaboration & Teamwork: Valuing collective effort and effective communication to achieve shared goals, working seamlessly across project phases and operational teams.
• Integrity & Accountability: Taking ownership of responsibilities, acting with honesty, and being accountable for the outcomes of service designs and operational transitions.

Collaboration Style:

• Cross-functional Integration: Actively participates in cross-functional team meetings, ensuring that service design considerations are integrated into project planning and execution.
• Proactive Communication: Maintains open and regular communication with project managers, business analysts, technical teams, and client stakeholders to ensure alignment and manage expectations.
• Knowledge Sharing: Contributes to the team's knowledge base by sharing best practices, lessons learned, and insights related to service design and ITIL implementation.
• Feedback Loop: Actively seeks and provides constructive feedback to improve processes and individual contributions within the team.

📝 Enhancement Note: The culture likely emphasizes a professional, client-focused approach with a strong adherence to ITIL principles and a drive for continuous improvement. Collaboration across diverse teams is fundamental to success.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Project Demands with Operational Stability: Ensuring that new service designs are robust enough for BAU operations while meeting project timelines and client expectations can be a significant challenge.
• Managing Stakeholder Expectations: Effectively communicating complex technical and operational requirements to diverse stakeholders, including non-technical audiences, requires strong interpersonal and presentation skills.
• Adopting to Evolving Technologies: Keeping service designs current with rapidly changing technology landscapes and ensuring they are scalable and future-proof.
• Driving Adoption of Best Practices: Encouraging adherence to ITIL standards and best practices across different teams and projects, especially where established habits may differ.

Learning & Development Opportunities:

• ITIL Certifications: Opportunities to pursue advanced ITIL certifications (e.g., ITIL Practitioner, ITIL Expert, ITIL Master) to deepen expertise in ITSM.
• Service Design Methodologies: Further training in advanced service design techniques, user experience (UX) principles applied to service delivery, and business relationship management.
• Industry Conferences: Participation in industry events and conferences focused on IT Service Management, Digital Transformation, and IT Operations to stay abreast of trends and network with peers.
• Leadership Development: Potential for leadership training and mentorship programs within Zensar to develop skills for managing teams and driving strategic initiatives.

📝 Enhancement Note: This role presents opportunities to tackle complex operational challenges and grow expertise in IT Service Management, with clear pathways for career advancement within a global IT services organization.

💡 Interview Preparation

Strategy Questions:

• Operations Strategy: "How would you approach designing a new IT support model for a cloud-based application, considering scalability, security, and cost-effectiveness?" Prepare to outline your methodology, key considerations, and how you'd align it with ITIL principles.
• Collaboration & Stakeholder Management: "Describe a time you had to gain buy-in from senior stakeholders for a significant change in service design. What challenges did you face, and how did you overcome them?" Focus on your communication strategy, negotiation skills, and ability to articulate value.
• Problem-Solving: "Imagine a critical service is experiencing frequent disruptions post-transition to BAU. As Service Design Manager, what steps would you take to diagnose and resolve the underlying issues?" Demonstrate a structured, ITIL-aligned approach (e.g., incident management, problem management, root cause analysis).

Company & Culture Questions:

• Company Operations: "What do you know about Zensar's approach to IT service delivery and client engagement?" Research Zensar's service offerings, client success stories, and any stated values related to operational excellence.
• Team Dynamics: "How do you ensure effective collaboration between project teams and operational support teams during service transitions?" Highlight your experience in bridging these functions and fostering communication.
• Impact Measurement: "How do you measure the success of a service design and its transition into BAU operations?" Be prepared to discuss key performance indicators (KPIs), Service Acceptance Criteria, and post-implementation reviews.

Portfolio Presentation Strategy:

• Concise Storytelling: For each portfolio item, present a clear narrative: the challenge, your role/action, the solution, and the measurable results.
• Highlight Your Contribution: Clearly articulate your specific actions and decisions, not just team achievements.
• Quantify Impact: Use numbers and data whenever possible to demonstrate the value of your work (e.g., "reduced ticket backlog by 20%", "improved service availability by 5%", "decreased onboarding time by 15%").
• Showcase ITIL Understanding: Explicitly link your work to ITIL processes, demonstrating practical application.
• Prepare for Deep Dives: Be ready to elaborate on any aspect of your portfolio items, including technical details, decision-making rationale, and stakeholder interactions.

📝 Enhancement Note: Prepare to demonstrate not only your theoretical knowledge of service design and ITIL but also your practical ability to apply these concepts to real-world scenarios and deliver tangible results. Your portfolio is your primary tool for showcasing this.

📌 Application Steps

To apply for this Service Design Manager position:

• Submit your application through the provided Oracle Cloud portal link.
• Portfolio Customization: Review your professional portfolio and select 3-4 key projects that best showcase your experience in service design, ITIL implementation, process re-engineering, and stakeholder management. Ensure these examples highlight measurable outcomes.
• Resume Optimization: Tailor your resume to emphasize keywords from the job description, such as "Service Design," "ITIL," "Business Analysis," "Stakeholder Management," "Process Improvement," and "Technical Documentation." Quantify your achievements with specific metrics wherever possible.
• Interview Preparation: Practice articulating your experience using the STAR method for behavioral questions. Prepare a concise presentation of your portfolio highlights, focusing on your impact and alignment with ITIL best practices. Research Zensar's services and values.
• Company Research: Familiarize yourself with Zensar's business, their approach to IT service delivery, and their position in the market. Understand their client base and the types of digital transformations they undertake.

⚠️ 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.