Service Designer

📍 Job Overview

Job Title: Service Designer

Company: SITA Switzerland Sarl

Location: Gurgaon, Haryana, India

Job Type: Full-time

Category: Revenue Operations / GTM Operations (Service Design & Solutioning)

Date Posted: April 7, 2026

Experience Level: Mid-Senior Level (5-10 years)

Remote Status: Hybrid

🚀 Role Summary

• This role is pivotal in designing, costing, and proposing end-to-end service solutions for aviation customers, acting as a crucial bridge between business needs, technical architecture, and operational delivery.

• Focuses on creating scalable, SLA-driven service solutions by collaborating closely with GEO Leaders, Pre-Sales (L1/L2/L3), and directly with customers.

• Requires a deep understanding of customer journeys, pain points, and operational processes to deliver innovative and user-centered service offerings.

• Will involve developing detailed service blueprints, conducting customer research, and identifying opportunities to streamline operations and enhance customer satisfaction within the air transport industry.

📝 Enhancement Note: While the title is "Service Designer," the responsibilities described (costing, proposing solutions, working with Pre-Sales, bridging business/tech/operations, and focusing on SLAs) strongly align with a specialized GTM Operations or Solution Architect role within a B2B service provider context. The emphasis on "service solutions for aviation customers" and "costing" points towards a revenue-generating aspect, making it relevant to Revenue Operations and Go-To-Market Operations.

📈 Primary Responsibilities

• Develop comprehensive service blueprints that meticulously map all stages of the service lifecycle, from initial customer interaction through to intricate back-end operational processes.

• Conduct in-depth research and analysis to gain a profound understanding of customer needs, user behaviors, and critical pain points within the aviation ecosystem.

• Construct detailed customer journey maps to visualize the complete end-to-end service experience, proactively identifying areas for significant improvement and innovation.

• Collaborate closely with a diverse range of stakeholders, including field engineers, operational managers, pre-sales teams, and external customers, to ensure service designs are fully aligned with strategic business objectives and critical user needs.

• Proactively identify existing inefficiencies and operational bottlenecks within current service delivery models and architect robust solutions to streamline processes and enhance overall efficiency.

• Design, prototype, and rigorously test new service concepts and process improvements to validate their effectiveness and feasibility before full-scale implementation.

• Conceive and develop innovative service offerings that not only enhance customer satisfaction but also create a distinct competitive advantage for SITA in the market.

• Champion a user-centered design philosophy, ensuring all designed services prioritize and improve the overall customer experience and satisfaction metrics.

• Ensure proposed service designs are meticulously aligned with existing operational capabilities and inherent constraints, guaranteeing the feasibility, scalability, and sustainability of the solutions.

• Document all newly designed service processes comprehensively, ensuring they are standardized, repeatable, and scalable across multiple geographical regions and diverse operational teams.

• Partner with IT teams to seamlessly integrate technological solutions, such as mobile applications and IoT devices, into service designs to amplify efficiency and elevate the user experience.

• Establish and maintain a continuous feedback loop, actively gathering insights from end-users and stakeholders to iteratively refine and optimize service designs over time.

• Support the creation and deployment of comprehensive training materials and structured programs for field engineers, ensuring successful adoption of newly redesigned services.

• Define, implement, and meticulously track Key Performance Indicators (KPIs) to measure the success, effectiveness, and business impact of newly designed services.

📝 Enhancement Note: The primary responsibilities clearly delineate a role focused on operationalizing and commercializing services. The emphasis on "costing," "proposing end-to-end service solutions," "SLA-driven," and "revenue generation" through service offerings solidifies its connection to Go-To-Market and Revenue Operations principles.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Information Technology, Business Administration, or a related field, or equivalent practical work experience.

Experience:

• A minimum of 5 years of experience in the IT Services industry, with a strong preference for roles within a global organization or a Service Provider environment.

• Proven experience in a Bid Support or Pre-Sales role, supporting either internal or external customers in service design for complex, multi-faceted projects.

• Demonstrated experience in managing large-scale, complex Requests for Proposals (RFPs) and enterprise deals, translating client requirements into actionable service design solutions.

• Experience in managing complex projects or processes with a significant focus on IT Operations and Service Management capabilities.

• Budgetary experience, specifically in managing the cost of operations and understanding cost-to-serve models.

• Basic understanding of Business Finance principles, including cost modeling and basic financial analysis.

• Experience working at senior levels within IT service providers or in the IT division of a major organization.

• Familiarity with the organizational structures and interfaces of both internal and external service providers for effective customer service delivery.

Required Skills:

• Service Design: Proven ability to design user-centered services, create service blueprints, and map customer journeys.

• IT Service Management (ITSM): Deep understanding of ITIL frameworks, service delivery processes, and operational excellence.

• Pre-Sales & Solutioning: Expertise in supporting bids, crafting compelling proposals, and translating technical capabilities into business value.

• Cost Modeling & Pricing: Proficiency in developing cost models, understanding pricing strategies, and managing operational budgets.

• Stakeholder Management: Excellent ability to engage, influence, and manage relationships with diverse stakeholders at various levels.

• Aviation IT Domain Knowledge: Familiarity with key aviation IT products such as CUTE, CUPPS, SBD, and kiosks.

• Technical Acumen: Solid understanding of Networking (SD-WAN, LAN/WAN, Firewalls), Cloud Security, Servers & Virtualization, and Monitoring tools.

• Business Acumen: Basic understanding of business finance, demand planning, and forecasting.

Preferred Skills:

• Advanced ITIL Certifications: ITIL Intermediate or Expert level.

• Product Management: Experience in defining product roadmaps and service offerings.

• Advanced Analytics: Skills in utilizing data for service optimization and performance tracking.

• Cross-functional Leadership: Experience leading cross-functional teams on complex solution design projects.

📝 Enhancement Note: The requirement for ITIL certification and specific aviation IT product knowledge is crucial. The emphasis on bid support, pre-sales, and translating technical solutions into business models positions this role firmly within a Go-To-Market Operations and Solution Engineering context, requiring strong commercial and operational alignment.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Service Design Case Studies: Showcase at least 2-3 detailed case studies demonstrating the design and implementation of complex service solutions, ideally within a B2B or enterprise environment.

• Customer Journey Mapping Examples: Provide visual examples of customer journey maps created for previous projects, highlighting how insights were translated into actionable service improvements.

• Service Blueprint Documentation: Include samples of service blueprints that illustrate end-to-end service flows, identifying key touchpoints, operational processes, and technology dependencies.

• Costing & Pricing Models: Demonstrate experience in developing cost models for service offerings, including an understanding of how to factor in operational costs, SLAs, and profitability.

Process Documentation:

• Workflow Design & Optimization: Present examples of how you have documented and optimized complex operational workflows to improve efficiency and customer experience.

• Implementation & Automation Methods: Showcase instances where you have contributed to the implementation of new service processes or the automation of manual tasks.

• Measurement & Performance Analysis: Provide examples of how you have defined KPIs and tracked the performance of implemented service designs, demonstrating a data-driven approach to continuous improvement.

📝 Enhancement Note: For a role focused on service design and solutioning, a portfolio is critical. It should not only showcase design artifacts but also demonstrate the impact of those designs on operational efficiency, customer satisfaction, and potentially revenue. The ability to articulate the "why" and "how" behind process improvements is key.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Flex Week: Opportunity to work from home up to 2 days per week, depending on team needs, promoting work-life balance.

• Flex Day: Ability to structure the workday to better suit personal life and commitments.

• Flex-Location: Option to work remotely from any location globally for up to 30 days per year, offering significant flexibility for travel or personal arrangements.

• Employee Wellbeing: Comprehensive support through a 24/7 Employee Assistance Program (EAP) for employees and their dependents, and access to the Champion Health platform for personalized wellbeing resources.

• Professional Development: Access to extensive training platforms, including LinkedIn Learning, to foster continuous skill enhancement and career growth.

• Competitive Benefits: A package of benefits tailored to the local market and employment status, designed to be competitive and supportive.

Working Hours:

• Standard working hours are assumed to be around 40 hours per week. The "Flex Day" benefit suggests a degree of flexibility in daily start and end times, provided core business hours and team collaboration needs are met.

📝 Enhancement Note: The salary estimate is based on researching comparable roles in Gurgaon, India, considering the specified experience level and the specialized nature of service design within the IT and aviation sectors. The listed benefits are directly extracted from the provided text and highlight SITA's commitment to employee flexibility and wellbeing.

🎯 Team & Company Context

🏢 Company Culture

Industry: Information Technology and Services, specifically focused on the Air Transport industry. SITA is a global leader in providing technology and communication solutions for airlines, airports, and other aviation stakeholders.

Company Size: SITA operates in approximately 200 countries and employs a significant global workforce, indicating a large enterprise structure. This size suggests robust processes, extensive resources, and opportunities for international collaboration.

Founded: While the founding date is not explicitly provided, SITA has a long-standing history in aviation technology, implying a culture built on stability, innovation, and deep industry expertise.

Team Structure:

• Operations & Pre-Sales Integration: The role sits at the intersection of Service Design, Pre-Sales, and Operations, requiring close collaboration with GEO Leaders and L1/L2/L3 Pre-Sales teams.

• Reporting: Likely reports into a Service Design, Solution Architecture, or Pre-Sales management function, with direct interaction with sales and operational delivery teams.

• Cross-functional Collaboration: Essential for working with Technical Architects, Field Engineers, Product Managers, IT Teams, and external customers to ensure comprehensive solution design and successful implementation.

Methodology:

• User-Centered Design: A core methodology emphasizing understanding customer needs and designing services from the user's perspective.

• Iterative Improvement: The emphasis on feedback loops and continuous refinement suggests an agile or iterative approach to service development.

• Data-Driven Decision Making: Defining and tracking KPIs indicates a reliance on data to measure success and guide future design decisions.

• Solution Architecture: The role requires bridging business requirements with technical feasibility, a key aspect of solution architecture.

Company Website: https://careers.sita.aero

📝 Enhancement Note: SITA's position as a global player in aviation IT implies a complex, matrixed organizational structure with a strong focus on customer solutions and operational excellence. The culture likely values innovation, collaboration, and a deep understanding of the aviation industry's unique challenges.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a mid-to-senior level, requiring significant experience (5+ years) in IT services and specialized skills in service design and pre-sales support. It demands the ability to handle complex projects and influence strategic decisions.

Reporting Structure: The Service Designer will likely report to a manager within a Solution Design, Pre-Sales, or Service Management department. They will work closely with sales leadership (GEO Leaders) and technical pre-sales teams, acting as a subject matter expert in service solutioning.

Operations Impact: The Service Designer directly impacts revenue by creating compelling, cost-effective, and customer-centric service solutions that win bids and drive sales. They also influence operational efficiency by designing scalable and streamlined processes, contributing to profitability and customer satisfaction.

Growth Opportunities:

• Specialization: Deepen expertise in specific aviation IT domains or advanced service design methodologies.

• Leadership: Progress into roles such as Lead Service Designer, Solution Architect, Pre-Sales Manager, or Product Manager.

• Cross-functional Mobility: Transition into roles within IT Operations, Product Management, or Strategic Planning.

• Professional Development: Utilize company-provided training (e.g., LinkedIn Learning) and ITIL certifications to advance technical and management skills.

📝 Enhancement Note: The growth path for a Service Designer in a company like SITA can lead towards more senior solution architecture, strategic pre-sales leadership, or even product management roles, given the blend of technical, business, and customer-facing responsibilities.

🌐 Work Environment

Office Type: The job description mentions SITA's offices are "comfortable and fun places to work" and highlights "Flex Week" and "Flex Day" benefits, indicating a hybrid work model. The specific office location in Gurugram suggests a modern corporate environment.

Office Location(s): The primary office location is in DLF Cyber Greens, DLF Cyber City, Gurugram, India. This is a well-known corporate hub, likely offering good connectivity and amenities.

Workspace Context:

• Collaborative Spaces: The hybrid model and emphasis on cross-functional collaboration suggest the office is designed to facilitate teamwork, meetings, and brainstorming sessions.

• Technology Access: As an IT services company, expect access to modern technology, tools, and potentially dedicated workspaces equipped for design and analysis.

• Team Interaction: Opportunities to interact with a diverse, global team, fostering knowledge sharing and cross-cultural understanding.

Work Schedule: While a standard 40-hour work week is implied, the "Flex Day" benefit suggests a degree of autonomy in managing daily working hours, balancing operational needs with personal flexibility.

📝 Enhancement Note: The hybrid work environment with significant flexibility ("Flex Week," "Flex Day," "Flex-Location") is a key aspect of SITA's culture, appealing to professionals who value autonomy and work-life integration.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a review of the resume and portfolio to assess alignment with the core requirements and experience.

• Hiring Manager Interview: Discussion focused on experience, technical skills, and understanding of service design principles within the aviation IT context. Expect questions about past projects and problem-solving approaches.

• Team/Stakeholder Interviews: Meetings with potential colleagues from Pre-Sales, Operations, and possibly Technical teams to evaluate collaboration style, communication skills, and cultural fit. Case studies or scenario-based questions may be presented here.

• Technical/Solutioning Challenge: Candidates might be asked to present a portfolio piece or tackle a hypothetical service design challenge related to aviation IT, demonstrating their ability to create blueprints, map journeys, and outline cost models.

• Final Interview: May involve senior leadership to discuss strategic alignment and overall fit within the organization.

Portfolio Review Tips:

• Highlight Impact: For each portfolio item, clearly articulate the problem, your solution (service design, process improvement), the actions taken, and the measurable results (e.g., improved efficiency, customer satisfaction scores, cost savings, successful bid win).

• Structure Case Studies: Use a clear STAR method (Situation, Task, Action, Result) or similar framework for presenting your contributions.

• Visualize Processes: Ensure service blueprints and customer journey maps are clear, professional, and easy to understand. Explain your design choices.

• Quantify Achievements: Whenever possible, use data and metrics to support your claims about the success of your designs.

• Tailor to SITA: Briefly explain how your experience and approach align with SITA's mission in the aviation industry and their focus on customer-centric solutions.

Challenge Preparation:

• Understand Aviation Context: Familiarize yourself with common challenges in airport and airline operations, and the role of IT in addressing them.

• Service Design Frameworks: Be ready to discuss and apply methodologies like Design Thinking, Lean Service, or ITIL Service Design principles.

• Costing & Pricing: Practice articulating how you would approach costing a new service offering, considering operational overheads, SLAs, and market competitiveness.

• Presentation Skills: Prepare to present your ideas concisely and persuasively, as if you were pitching a solution to a client.

📝 Enhancement Note: The emphasis on a portfolio for a "Service Designer" role suggests it's not just about conceptual design but also about tangible deliverables and demonstrable impact, which is crucial for GTM and Revenue Operations roles.

🛠 Tools & Technology Stack

Primary Tools:

• ServiceNow: Explicitly mentioned for IT Service Management, likely used for ticketing, workflow management, and potentially service catalog definition.

• MS Office Suite: Essential for documentation, presentations, and financial modeling (Excel for cost models, PowerPoint for proposals).

• Monitoring Tools: Experience with tools like SolarWinds and Cisco tools is required, indicating a need to understand service performance and availability from an operational perspective.

Analytics & Reporting:

• Cost Modeling Tools: While not specified, proficiency in Excel or specialized financial modeling software would be beneficial for developing accurate costings.

• Data Analysis Platforms: Experience with BI tools (e.g., Tableau, Power BI) might be advantageous for tracking KPIs and presenting performance data, though not explicitly required.

CRM & Automation:

• CRM Systems: While not directly mentioned, understanding how service offerings integrate with CRM systems for customer management and sales processes would be valuable.

• Workflow Automation: Familiarity with process automation concepts is implied by the need to streamline operations.

📝 Enhancement Note: The explicit mention of ServiceNow, SolarWinds, and Cisco tools points to a hands-on requirement in managing and understanding IT service delivery infrastructure. Proficiency in these tools is key for anyone looking to excel in this role.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A paramount value, driving the design of solutions that meet customer needs and enhance their experience.

• Innovation & Creation: Encouragement to develop new ideas and creative solutions to complex problems.

• Adherence to Principles & Values: Upholding SITA's core ethical and operational standards.

• Results Orientation: A strong emphasis on achieving defined outcomes and delivering measurable success.

• Leading Execution: Taking ownership and driving initiatives to completion.

Collaboration Style:

• Cross-functional Integration: Seamless collaboration across different departments (Pre-Sales, Operations, IT, Sales) is essential for success.

• Communication: Open and clear communication is vital for aligning stakeholders and presenting complex solutions effectively.

• Teamwork: A collective approach to problem-solving and achieving shared goals is expected.

• Influence: Ability to influence stakeholders and gain buy-in for proposed service designs.

📝 Enhancement Note: SITA's stated values like "Customer Focus," "Creating & Innovating," and "Leading Execution" emphasize a proactive, results-driven, and client-centric culture, which is critical for roles that directly impact customer satisfaction and business outcomes.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Innovation with Feasibility: Designing cutting-edge services while ensuring they are technically feasible, operationally scalable, and cost-effective for the aviation industry.

• Complex Stakeholder Management: Navigating the diverse needs and expectations of various stakeholders, including airlines, airports, ground handlers, and internal teams.

• Rapid Technological Evolution: Keeping pace with advancements in IT, networking, cloud, and aviation technologies to ensure service designs remain relevant and competitive.

• Global Standardization vs. Local Needs: Developing standardized service offerings that can be adapted to meet the unique requirements of different regions and customers worldwide.

Learning & Development Opportunities:

• Advanced Certifications: Pursuing higher-level ITIL certifications (e.g., Service Design, Service Transition) or specialized certifications in cloud, security, or networking.

• Industry Exposure: Gaining deeper insights into the intricacies of the aviation industry and its technology landscape through project work and internal training.

• Mentorship: Opportunities to learn from experienced Solution Architects, Pre-Sales Leaders, and Operations Directors within SITA.

• Skill Expansion: Developing stronger business finance, project management, and strategic planning capabilities.

📝 Enhancement Note: The challenges highlight the need for adaptability, strategic thinking, and strong problem-solving skills. The growth opportunities are geared towards deepening expertise and expanding influence within the organization and the industry.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service solution you designed for a B2B client. What was the challenge, your approach, and the outcome?" (Focus on your process, tools, and impact.)

• "How do you ensure a service design is both innovative and operationally feasible within budget constraints?" (Demonstrate your understanding of cost modeling and operational realities.)

Company & Culture Questions:

• "What do you know about SITA's role in the aviation industry and how do you see service design contributing to our mission?" (Research SITA's business, market position, and values.)

• "How do you approach collaborating with technical teams (e.g., engineers) and commercial teams (e.g., sales) to deliver a service solution?" (Highlight your communication and interpersonal skills.)

Portfolio Presentation Strategy:

• Tell a Story: For each case study, frame it as a narrative: the problem, your innovative solution, the steps you took, and the quantifiable results achieved.

• Focus on Impact: Emphasize how your design benefited the customer and/or SITA (e.g., increased revenue, reduced costs, improved satisfaction, won a bid).

• Explain Your 'Why': Be prepared to articulate the rationale behind your design choices, the trade-offs you considered, and the methodologies you employed.

• Be Ready for Deep Dives: Anticipate questions about specific technical aspects, costing assumptions, or stakeholder challenges.

📝 Enhancement Note: Preparing specific examples that showcase your ability to link service design to tangible business outcomes, cost efficiency, and customer satisfaction will be crucial for this role.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided careers link on the SITA website.

• Portfolio Customization: Ensure your resume and portfolio are tailored to highlight your experience in service design, IT service management, pre-sales support, and cost modeling, with specific examples relevant to enterprise B2B environments.

• Resume Optimization: Clearly articulate your 5+ years of relevant experience, focusing on achievements and quantifiable results. Incorporate keywords like "Service Design," "ITIL," "Pre-Sales," "Bid Support," "Cost Modeling," and "Aviation IT" where applicable.

• Interview Preparation: Practice articulating your experience using the STAR method, prepare to discuss your portfolio in detail, and research SITA's offerings and challenges in the aviation technology sector.

• Company Research: Gain a deep understanding of SITA's services, target markets, and competitive landscape. Familiarize yourself with their stated values and culture to demonstrate alignment during interviews.

⚠️ 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.