Service Design Manager

📍 Job Overview

Job Title: Service Design Manager

Company: Engineering Group

Location: Milano, Italy; Roma, Italy

Job Type: FULL_TIME

Category: Revenue Operations / GTM Operations (Inferred)

Date Posted: 2026-05-05T00:00:00

Experience Level: 5-10 Years

Remote Status: On-site

🚀 Role Summary

• Lead and scale the Service Design practice within ENGX, a digital experience consultancy, ensuring strategic alignment and financial objectives.

• Drive innovation by integrating AI-driven solutions and advanced methodologies into the design process for digital products and services.

• Manage end-to-end project delivery, including scope, budget, timelines, and quality assurance, while fostering strong client relationships.

• Spearhead business development efforts, including proposal responses and pre-sales support, leveraging a commercial mindset and accurate project estimations.

• Cultivate and mentor a high-performing design team, focusing on skill development, performance reviews, and strategic recruiting.

📝 Enhancement Note: While the title is "Service Design Manager" and the core responsibilities lean heavily into design leadership, the emphasis on business development, pre-sales, project estimation, budget management, and scaling a practice strongly positions this role within the broader GTM Operations or Revenue Operations spectrum. The successful candidate will need to demonstrate not just design excellence but also operational rigor, commercial acumen, and team leadership, all critical for driving revenue and optimizing go-to-market strategies through exceptional service design.

📈 Primary Responsibilities

• Develop and execute the overarching design strategy for ENGX, coordinating key team initiatives and ensuring alignment with business objectives.

• Champion the integration of AI-driven tools and solutions within design workflows to enhance creativity, efficiency, and innovation in product and service design.

• Oversee the complete lifecycle of design projects, including resource allocation, activity planning, and time management, ensuring adherence to quality, timeline, and budget constraints.

• Provide expert design recommendations to clients, guiding project execution by the team to maximize output quality and delivery effectiveness.

• Manage the operational aspects of the design practice, including vendor relations, procurement requests, and external resource coordination, to ensure seamless project execution.

• Lead pre-sales activities, collaborating with the sales team to develop compelling proposals, conduct accurate project estimations (effort, time, cost), and identify innovative solutions to enhance competitiveness and maintain budget adherence.

• Ensure high standards of delivery quality and client satisfaction, consistently meeting or exceeding directorial benchmarks.

• Establish, refine, and evolve operational processes and methodologies to maintain high standards and empower the team to achieve its objectives.

• Conduct performance reviews for team members, assessing both hard and soft skills to develop targeted growth plans.

• Collaborate with HR and senior management on the recruitment and selection of new design talent.

📝 Enhancement Note: The responsibilities highlight a blend of strategic design leadership, tactical project and operations management, and commercial engagement. For operations professionals, this means applying principles of process optimization, resource management, financial forecasting (estimation), and stakeholder alignment in a design context. The emphasis on integrating AI and evolving methodologies points to a need for forward-thinking operational approaches.

🎓 Skills & Qualifications

Education: A Bachelor's or Master's degree in Design, Human-Computer Interaction, Business, or a related field is typically expected for roles of this caliber, though equivalent practical experience may be considered.

Experience:

• Minimum of 5-7 years of experience as a digital product designer (web/mobile), preferably within structured consulting firms, system integrators, or digital agencies.

Required Skills:

• Proven expertise in Service Design methodologies and application in real-world scenarios.

• Strong proficiency in UX/UI Design principles and best practices.

• Demonstrated experience in People Management and team leadership, including performance evaluation and development.

• Solid understanding of Budget Management and financial oversight for projects and practice operations.

• Experience in Business Development and contributing to commercial proposals and sales cycles.

• Proficiency in Pre-sales activities, including client engagement and solution articulation.

• Familiarity with AI-driven Design concepts and their practical application in enhancing design processes.

• Exceptional Project Management skills, encompassing planning, execution, and delivery.

• Strong Leadership qualities, capable of inspiring and guiding a team.

• Effective Stakeholder Management abilities, with a focus on client and internal collaboration.

• Skilled in Strategic Planning and translating business goals into actionable design initiatives.

Preferred Skills:

• Experience with Content Design principles and strategy.

• Familiarity with agile development methodologies and cross-functional team collaboration.

• Experience in a consulting or agency environment with a focus on digital transformation.

• Knowledge of specific AI tools relevant to design, such as generative AI for ideation or predictive analytics for user behavior.

📝 Enhancement Note: The requirements emphasize a dual focus: deep design expertise and robust management/commercial capabilities. For operations candidates, this means highlighting transferable skills in process optimization, resource allocation, financial acumen (budgeting/estimation), and strategic planning within their operational experience, framed through a design and client-centric lens.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate a track record of successfully leading and delivering complex Service Design projects from strategy to implementation.

• Showcase examples of process optimization within design workflows, highlighting improvements in efficiency, quality, or client satisfaction.

• Include case studies that illustrate the application of AI-driven solutions or innovative technologies in design projects.

Process Documentation:

• Provide documentation or case studies detailing the evolution and implementation of design processes, emphasizing workflow design and optimization.

• Illustrate methods used for automating design tasks or improving team efficiency through system integration or new tool adoption.

• Showcase how design outcomes were measured and analyzed, linking them to business impact and client success metrics.

📝 Enhancement Note: For this role, a portfolio should go beyond visual design examples. It needs to showcase the candidate's ability to manage, strategize, and optimize design operations. This includes demonstrating proficiency in process improvement, resource management, and the strategic adoption of new technologies like AI, aligning directly with GTM and Revenue Operations principles.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for similar roles in Italy (Milan/Rome), with 5-10 years of experience in management and specialized design consulting, a competitive annual gross salary range is estimated between €60,000 and €90,000. This estimate considers the seniority, leadership responsibilities, and the blend of design, management, and business development aspects of the role within a leading digital consultancy.

Benefits:

• Comprehensive health insurance package, potentially including dental and vision coverage.

• Retirement savings plan or supplementary pension contributions.

• Performance-based bonuses or profit-sharing schemes.

• Opportunities for professional development, including training, certifications, and conference attendance.

• Generous paid time off, including vacation days, public holidays, and sick leave.

• Potential for flexible working arrangements, though the role is primarily on-site.

• Access to company-provided resources and tools for design and project management.

Working Hours: The standard working hours are approximately 40 hours per week, typical for a full-time position in Italy. While the role requires significant on-site presence, there may be some flexibility for managing project demands and personal commitments, subject to team and client needs.

📝 Enhancement Note: The salary estimate is based on research for comparable Service Design Manager or Head of Design roles in major Italian cities, factoring in the specified experience level and the consulting industry context. Benefits are standard for professional roles in Italy and consulting firms, with a focus on career growth and well-being.

🎯 Team & Company Context

🏢 Company Culture

Industry: Information Technology and Services, Consulting, Digital Experience Design. ENGX operates within the digital transformation space, focusing on creating innovative products and services by merging data, creativity, and advanced digital technologies.

Company Size: Engineering Group is a significant player, likely having hundreds or thousands of employees globally. ENGX, as a specific business line, is a substantial consultancy practice within this larger organization. This size implies a structured environment with established processes but also opportunities for impact and growth.

Founded: Engineering Group has a history, suggesting stability and a solid foundation. The specific founding date of ENGX would indicate its maturity as a digital experience unit.

Team Structure:

• The Service Design practice within ENGX likely comprises a diverse group of professionals, including UX/UI designers, Service Designers, Content Designers, and potentially User Researchers. The team size could range from 10-30 individuals, depending on the current growth phase.

• The Service Design Manager reports directly to the Design Director, indicating a clear hierarchy within the design function.

Methodology:

• Data Analysis and Insights: Emphasizes using data to inform design decisions, understand user behavior, and measure the impact of services.

• Workflow Planning and Optimization: Focuses on designing efficient and effective processes for service creation and delivery, continuously seeking improvements.

• Automation and Efficiency: Actively explores and implements AI-driven solutions and other technologies to streamline design operations and enhance productivity.

Company Website: https://www.eng.it/en/ (Assumed main group website, ENGX might have a sub-section)

📝 Enhancement Note: The company's focus on "digital experience and the design of innovative products and services" positions the Service Design Manager as a critical driver of client success and revenue generation through design excellence. The emphasis on AI integration suggests a forward-thinking and technologically adept operational environment.

📈 Career & Growth Analysis

Operations Career Level: This is a senior management role, equivalent to a Director or Senior Manager level within a specialized practice. It requires a blend of deep domain expertise (Service Design), strategic leadership, operational management, and commercial acumen. The scope involves not just executing design projects but also growing the practice, managing P&L aspects, and developing talent.

Reporting Structure: The Service Design Manager reports to the Design Director, indicating a clear line of leadership and strategic guidance. This structure allows for focused development and alignment with the broader design vision of ENGX.

Operations Impact: The role has a direct impact on revenue generation through successful business development, accurate estimations, and high-quality project delivery that leads to client retention and expansion. It also impacts operational efficiency by optimizing design processes and managing resources effectively. The integration of AI is crucial for future-proofing the practice and maintaining a competitive edge.

Growth Opportunities:

• Practice Leadership: Potential to advance to Design Director or lead larger business units, taking on broader strategic and financial responsibilities.

• Skill Specialization: Opportunities to deepen expertise in AI-driven design, innovation strategy, or specific industry verticals.

• Leadership Development: Access to leadership training programs, mentorship from senior executives, and opportunities to manage larger, more complex teams and portfolios.

• Strategic Influence: Contribute to the overall strategic direction of ENGX and Engineering Group, shaping the future of digital experience consulting.

📝 Enhancement Note: The growth trajectory for this role is significant, moving from managing a practice to potentially leading broader strategic initiatives or business units within a large consulting group. This aligns with expectations for senior operations and GTM leadership roles where strategic impact and business growth are paramount.

🌐 Work Environment

Office Type: The role is primarily on-site, indicating a preference for collaborative work within a professional office environment. This allows for direct team interaction, client meetings, and fostering a strong team culture.

Office Location(s): The positions are based in Milano and Roma, Italy. These are major business hubs offering excellent connectivity, access to talent, and proximity to clients.

Workspace Context:

• The workspace is designed to foster collaboration, innovation, and client engagement. Expect modern office facilities equipped for team brainstorming, workshops, and client presentations.

• Access to state-of-the-art design tools, software, and potentially AI platforms to support the team's work.

• Opportunities for regular interaction with design teams, sales, project managers, and other cross-functional colleagues, promoting a dynamic and interconnected work environment.

Work Schedule: The standard work schedule is around 40 hours per week. While on-site presence is key, the nature of consulting often involves project-driven demands, which might occasionally require flexibility, balanced with the company's commitment to employee well-being.

📝 Enhancement Note: The on-site requirement underscores the importance of team cohesion, client-facing interactions, and hands-on management for this role. For operations professionals, this means adapting to a structured yet dynamic consulting environment that values collaboration and client delivery.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or a recruiter will assess your application, focusing on alignment with core requirements, experience, and cultural fit.

• Hiring Manager Interview: A discussion with the Design Director to delve deeper into your experience in service design, team management, and strategic vision. Be prepared to discuss your approach to AI integration and process optimization.

• Case Study Presentation: You will likely be asked to present a case study from your portfolio. This is a critical step to evaluate your problem-solving skills, strategic thinking, and ability to articulate complex design challenges and solutions. Focus on demonstrating your operational impact and commercial awareness.

• Team/Peer Interviews: Interviews with potential team members or peers from other departments (e.g., Sales, Project Management) to assess your collaboration style, leadership potential, and cultural fit.

• Final Interview: Potentially with a senior executive or business unit leader to discuss strategic alignment and long-term vision for the practice.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 of your most impactful projects that best demonstrate your experience in service design leadership, team management, business development, and process optimization.

• Structure for Impact: For each project, clearly outline the client's challenge, your role and responsibilities, the design process and operational methodologies employed (especially any AI integration or process improvements), key decisions made, the outcomes achieved (quantified with metrics where possible), and lessons learned.

• Quantify Operations: Highlight how you managed budgets, estimated effort, optimized workflows, or improved team efficiency. Use data to demonstrate your impact on project success and business results.

• Showcase Leadership: Explain how you led and mentored your team, fostered collaboration, and contributed to business development efforts.

• Tailor to the Role: Emphasize aspects of your experience that align with ENGX's focus on digital experience, AI-driven design, and consulting services.

Challenge Preparation:

• Operational Scenarios: Be ready for questions about how you would handle common operational challenges, such as scope creep, budget overruns, resource conflicts, or integrating new technologies.

• Strategic Thinking: Prepare to discuss your approach to developing a design strategy for a new service line or how you would scale a design practice.

• Business Acumen: Practice articulating how design contributes to business objectives and revenue growth, and how you would support pre-sales activities.

• AI Integration: Be prepared to discuss specific ways you would leverage AI in design processes to enhance efficiency and innovation.

📝 Enhancement Note: The interview process is designed to assess a broad range of capabilities, from technical design skills to operational management and commercial leadership. Candidates should prepare to demonstrate not just what they designed, but how they managed the process, the team, and the business impact, aligning their experience with GTM and Revenue Operations principles of efficiency, scalability, and revenue enablement.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping Software: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop, XD), InVision, Axure RP.

• Service Design Tools: Miro, Mural, Lucidchart for ideation, journey mapping, and workshop facilitation.

• Project Management & Collaboration: Jira, Asana, Trello, Monday.com for task management, workflow tracking, and team coordination.

• AI-driven Design Tools: Exposure to or experience with AI tools for ideation (e.g., Midjourney, DALL-E for concept generation), content creation, or user behavior prediction would be highly advantageous.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics for understanding user behavior on digital platforms.

• User Feedback Tools: SurveyMonkey, Typeform, Hotjar for gathering qualitative and quantitative user insights.

• Dashboarding Tools: Tableau, Power BI (or similar) for visualizing design performance metrics and project status.

CRM & Automation:

• Familiarity with CRM systems like Salesforce or HubSpot for understanding client interactions and project pipeline.

• Understanding of workflow automation principles, potentially using tools like Zapier or Make (formerly Integromat) for integrating design tools with other business systems.

📝 Enhancement Note: Proficiency with a range of design, collaboration, and project management tools is expected. The emphasis on AI-driven design suggests a need for candidates to be aware of and potentially experienced with emerging AI technologies relevant to the creative and design process, which is increasingly a focus in GTM and Revenue Operations for efficiency gains.

👥 Team Culture & Values

Operations Values:

• Ambition: A drive to achieve significant goals and a commitment to continuous improvement in both personal performance and the practice's offerings. This translates to pushing boundaries in service design and operational excellence.

• Proactivity: Taking initiative to anticipate challenges, identify opportunities, and drive solutions forward without constant direction. This is crucial for business development and process innovation.

• Transparency: Open and honest communication, providing constructive feedback to team members and stakeholders, and maintaining clarity in operations and project status.

• Motivation to Improve and Grow Together: A collaborative spirit focused on mutual development, learning from each other, and collectively achieving common objectives. This fosters a strong team dynamic and shared success.

Collaboration Style:

• Cross-functional Integration: Actively fosters strong working relationships with sales, project management, engineering, and client teams to ensure cohesive service delivery and strategy execution.

• Process Review Culture: Encourages open dialogue about existing processes, seeking feedback for refinement and improvement, and embracing iterative development.

• Knowledge Sharing: Promotes an environment where best practices, learnings, and insights are shared freely among team members and across departments, contributing to collective growth and operational efficiency.

📝 Enhancement Note: The company culture emphasizes a proactive, growth-oriented, and collaborative environment. For operations professionals, this means demonstrating a commitment to continuous improvement, data-driven decision-making, and effective cross-functional collaboration to drive business outcomes.

⚡ Challenges & Growth Opportunities

Challenges:

• Scaling the Practice: Growing the ENGX Service Design team and capabilities to meet increasing client demand while maintaining quality and profitability. This involves strategic hiring, process development, and operational efficiency.

• Integrating AI: Effectively incorporating AI-driven tools and methodologies into design workflows to enhance creativity and efficiency, while managing potential adoption challenges and skill gaps within the team.

• Balancing Client Needs with Business Goals: Ensuring that client project delivery meets high standards while also contributing to the commercial success and strategic objectives of ENGX. This requires strong negotiation, estimation, and project management skills.

• Staying Ahead of Industry Trends: Continuously evolving design and operational methodologies to remain competitive in the rapidly changing digital experience and AI landscape.

Learning & Development Opportunities:

• Operations & Strategy Development: Opportunities to take on more strategic responsibilities, influence business unit direction, and lead larger operational initiatives.

• Industry Exposure: Participation in leading design and technology conferences, workshops, and industry events to stay abreast of the latest trends and best practices.

• Leadership & Mentorship: Access to formal leadership training, mentorship programs with senior executives within Engineering Group, and opportunities to mentor junior team members.

• AI & Innovation Training: Dedicated learning paths focused on AI applications in design and business operations, fostering innovation and advanced skill development.

📝 Enhancement Note: The challenges are typical for a growth-oriented role in a dynamic consulting environment, requiring strong operational management and strategic foresight. The growth opportunities are substantial, offering a clear path for career advancement within both specialized design leadership and broader business operations.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to developing and executing a service design strategy for a new business line, ensuring alignment with overarching business objectives and financial targets." (Focus on strategic planning, operationalization, and GTM integration.)

• "How would you foster cross-functional collaboration between your design team, sales, and project management to ensure seamless client delivery and support pre-sales efforts?" (Highlight stakeholder management, communication strategies, and process alignment.)

Company & Culture Questions:

• "What interests you about ENGX and Engineering Group's approach to digital experience design and AI-driven solutions?" (Research company values, recent projects, and demonstrate alignment.)

• "How do you build and maintain a high-performing, motivated, and collaborative design team, especially in a consulting environment with varying project demands?" (Discuss your leadership style, team development strategies, and approach to transparency and ambition.)

Portfolio Presentation Strategy:

• Tell a Story of Impact: Frame your case studies not just as design projects, but as business solutions you operationalized. Emphasize the "why" and the "so what" – the business problem, your strategic approach, how you managed resources and processes, and the measurable business impact.

• Highlight Operational Excellence: For each project, clearly articulate your role in project management, budget oversight, estimation, and process optimization. If AI was involved, explain its role and impact.

• Demonstrate Leadership: Showcase how you mentored team members, managed stakeholders, and contributed to business development. Use examples of collaboration and communication.

• Engage and Interact: Be prepared for questions and discussions. Treat the presentation as a collaborative session, demonstrating your ability to think on your feet and engage in strategic dialogue.

📝 Enhancement Note: Interview preparation should focus on translating design leadership into operational and business impact. Candidates need to demonstrate their ability to manage resources, drive revenue through business development, and optimize processes, framing their design expertise within a broader GTM and Revenue Operations context.

📌 Application Steps

To apply for this Service Design Manager position:

• Submit your application through the provided Workday link.

• Tailor your Resume: Customize your resume to highlight your experience in team management, business development, project estimation, budget oversight, and process optimization, using keywords from the job description and operations industry terms.

• Curate Your Portfolio: Select 2-3 key projects that best showcase your leadership, operational management, and business impact. Prepare to present these with a focus on process, results, and your role in driving success.

• Prepare for Case Studies: Practice articulating how you would approach common challenges in service design, operations management, and business development, focusing on data-driven solutions and strategic thinking.

• Research the Company: Understand ENGX's positioning within Engineering Group, their focus on digital experience and AI, and their client base. Prepare questions that demonstrate your strategic interest and operational insight.

⚠️ 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.