Service Design Manager

📍 Job Overview

Job Title: Service Design Manager

Company: Foxway

Location: Växjö, Solna, Göteborg, Sweden

Job Type: Full-Time

Category: Service Operations / Product Management (with a strong GTM focus)

Date Posted: June 11, 2026

Experience Level: Mid-Senior Level (3+ years)

Remote Status: Hybrid (4 days in-office required)

🚀 Role Summary

• Lead the strategic design and continuous improvement of service value propositions within Foxway's Circular Workspace Solutions (CWS) division, focusing on Device-as-a-Service (DaaS) and lifecycle management.

• Drive the optimization of end-to-end service flows, from initial customer engagement through deployment, support, refresh, and recovery, embedding circular economy principles.

• Bridge the gap between business strategy, product development, and day-to-day operational execution to ensure service offerings are customer-centric, economically viable, and operationally scalable.

• Develop and refine service blueprints, processes, and KPIs to maximize sustainability, customer satisfaction (NPS), and operational efficiency across digital and physical touchpoints.

• Foster cross-functional collaboration among product, sales, operations, and support teams to achieve unified service performance and deliver measurable business impact.

📝 Enhancement Note: This role is positioned at the intersection of Service Design, Product Management, and Operations. While titled "Service Design Manager," the emphasis on "operational efficiency," "scalability," "commercial viability," and "real-world execution" strongly indicates a need for a candidate who can translate design concepts into tangible, efficient, and profitable operational outcomes. The "GTM focus" is derived from the responsibility to ensure offerings are commercially viable and the need to collaborate with sales teams.

📈 Primary Responsibilities

• Lead the end-to-end service design lifecycle, from initial customer needs assessment and ideation to implementation, rollout, and ongoing optimization of DaaS and lifecycle services.

• Develop comprehensive service blueprints, process maps, and workflow diagrams that detail customer journeys, operational touchpoints, and interdependencies across departments.

• Define, implement, and monitor Key Performance Indicators (KPIs) such as device uptime, Service Level Agreement (SLA) adherence, Net Promoter Score (NPS), and overall operational efficiency.

• Facilitate cross-functional workshops, co-creation sessions, and brainstorming meetings to align stakeholders, gather insights, and drive consensus on service design and improvement initiatives.

• Collaborate closely with product management, sales, engineering, IT, and customer support teams to ensure seamless integration of service design principles into product roadmaps and operational procedures.

• Identify opportunities for innovation and process improvement within the service delivery model, specifically focusing on enhancing circularity (reuse, refurbishment, recovery) and maximizing asset lifecycle value.

• Ensure that all service designs are commercially viable, operationally scalable, and meet defined business objectives and profitability targets.

• Drive the implementation of new service features and processes, working with operational teams to guarantee successful deployment, training, and adoption.

• Analyze service performance data to identify trends, root causes of issues, and areas for continuous improvement, translating insights into actionable plans.

• Champion circular economy principles within service offerings, actively contributing to waste reduction and maximizing the sustainability impact of Foxway's solutions.

📝 Enhancement Note: The responsibilities clearly indicate a need for a strategic thinker with strong execution capabilities. The emphasis on "mapping end-to-end flows," "defining service blueprints," and "identifying opportunities for improvement and innovation" points to a structured, analytical approach to service design. The requirement to "work closely with operational teams to ensure solutions are not only designed, but implemented, measured, and continuously improved" highlights the critical operational execution aspect of this role.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Business Administration, Service Design, Operations Management, Industrial Engineering, or a related field. A Master's degree is a plus. Experience:

• Minimum of 3+ years of progressive experience in service design, service management, operations management, or product management within a complex service delivery environment.

• Demonstrated experience in improving lifecycle services, operational processes, or customer experience in a fast-paced, cross-functional setting.

• Proven track record of delivering measurable business impact and driving operational efficiency. Required Skills:

• Service Design Methodologies: Expertise in frameworks like Design Thinking, Lean Service Creation, and Service Blueprinting.

• Process Optimization: Strong ability to analyze, map, and improve complex operational workflows and customer journeys.

• Cross-functional Collaboration: Proven ability to effectively partner with and influence diverse teams (Product, Sales, Operations, Support, Engineering).

• Stakeholder Management: Excellent communication, presentation, and interpersonal skills to engage with stakeholders at all levels.

• Customer Experience (CX) Focus: Deep understanding of customer needs and ability to translate them into actionable service improvements.

• Operational Scalability: Understanding of principles for scaling services and operations to meet growing demand.

• Data Analysis & KPI Management: Ability to define, track, and analyze service KPIs (e.g., uptime, SLA, NPS, efficiency metrics) and use data to drive decisions.

• Project Management: Ability to manage multiple initiatives simultaneously, from conception through implementation.

Preferred Skills:

• Circular Economy Principles: Familiarity with concepts of reuse, refurbishment, recovery, and sustainable IT asset management.

• Device-as-a-Service (DaaS) / Lifecycle Services: Experience with subscription-based IT models or managing the full lifecycle of technology assets.

• Workshop Facilitation: Proven ability to design and lead effective workshops and co-creation sessions.

• Agile/Scrum Methodologies: Experience working within agile frameworks.

• Swedish Language Proficiency: While not a strict requirement, it is considered an advantage for internal communication and stakeholder engagement.

• Proficiency in Service Design Tools: Experience with tools like Miro, Mural, Lucidchart, Figma, or similar for service mapping and ideation.

📝 Enhancement Note: The "3+ years" experience level, coupled with the responsibilities of leading initiatives and driving improvements, suggests a mid-to-senior level candidate. The required skills are a direct inference from the core responsibilities, emphasizing the blend of design thinking and operational execution. Preferred skills highlight specialized knowledge that would make a candidate stand out. The note about Swedish language proficiency is directly from the job description.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated portfolio demonstrating successful service design projects, with a clear emphasis on measurable impact and operational improvements.

• Case studies detailing the end-to-end process of designing, implementing, and optimizing services, showcasing a structured approach to problem-solving.

• Examples of service blueprints, process maps, or workflow diagrams that illustrate complex service flows and stakeholder alignment.

• Evidence of driving improvements in customer experience, operational efficiency, scalability, or sustainability metrics.

• Documentation of projects where you collaborated effectively with cross-functional teams to bring service designs to life. Process Documentation:

• The ability to document and standardize operational processes related to service delivery, support, refresh, and recovery is crucial.

• Candidates should be prepared to discuss their experience in creating clear, actionable process documentation that facilitates training and ensures consistent execution.

• A focus on how process documentation supports continuous improvement and KPI tracking will be highly valued.

📝 Enhancement Note: For a role emphasizing "real-world execution" and "operational scalability," a portfolio that showcases the candidate's ability to translate design concepts into tangible operational outcomes is essential. The portfolio should highlight not just the "what" but the "how" and the "impact" in a business and operational context.

💵 Compensation & Benefits

Salary Range:

• Based on industry benchmarks for Service Design Managers with 3+ years of experience in Sweden, particularly in cities like Växjö, Solna, and Göteborg, the estimated salary range is approximately SEK 50,000 - 70,000 per month (gross). This estimate considers factors like cost of living, demand for specialized skills, and the hybrid work model. Benefits:

• Opportunities for personal development and strategic career growth within a growing international company.

• Contribution to a circular and sustainable future through innovative workplace solutions.

• A collaborative and learning-oriented company culture.

• [Specific benefits like health insurance, pension plans, and other standard Swedish employment benefits are assumed but not explicitly listed in the provided text.] Working Hours:

• Standard full-time working hours, estimated at 40 hours per week, with flexibility around start and end times, balanced with the requirement for on-site presence at least four (4) days per week.

📝 Enhancement Note: Salary estimation is based on general knowledge of the Swedish market for mid-senior level roles in technology and operations. The benefits listed are directly from the job description. The working hours are an estimate based on "Full-Time" employment type.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, IT Services, Sustainability, Circular Economy. Foxway operates within the IT sector, specifically focusing on sustainable workplace solutions and Device-as-a-Service (DaaS). This niche places them at the forefront of corporate sustainability initiatives and the growing circular economy movement.

Company Size: Approximately 1,300 employees globally. This indicates a mid-to-large size organization with established processes but still retaining a dynamic and potentially agile culture.

Founded: Foxway was founded with a mission to make sustainable technology accessible, implying a strong purpose-driven culture. The company's growth and international presence suggest a forward-thinking and ambitious organization.

Team Structure:

• The role reports to the VP Product & Services Management within the Circular Workspace Solutions (CWS) division.

• The Service Design Manager will be part of the Product & Services Management team, working closely with product managers, service managers, and operational leads.

• This role is inherently cross-functional, requiring constant collaboration with sales, operations, customer support, engineering, and potentially finance teams. Methodology:

• Data-Driven Decision Making: The role emphasizes tracking KPIs and using data analysis to drive improvements, suggesting a culture that values evidence-based strategies.

• Customer-Centricity: A core tenet of service design, ensuring that customer needs and experiences are at the forefront of service development and optimization.

• Operational Excellence: Focus on efficiency, scalability, and real-world execution of designed services.

• Sustainability & Circularity: A foundational principle guiding Foxway's mission and service offerings.

• Collaboration & Co-Creation: The role requires active facilitation of workshops and close teamwork across departments.

Company Website: https://jobs.foxway.com

📝 Enhancement Note: Inferences about company culture and methodology are drawn from the job description's emphasis on sustainability, circularity, collaboration, and data-driven improvement, as well as the company size and industry.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Managerial level within Service Design and Operations. It requires significant autonomy, strategic input, and the ability to lead cross-functional initiatives. It's a step beyond individual contributor roles, involving leadership in design strategy and operational implementation.

Reporting Structure: The Service Design Manager reports directly to the VP Product & Services Management. This provides visibility to senior leadership and an opportunity to influence strategic direction. The role will also involve influencing teams without direct reporting lines.

Operations Impact: The Service Design Manager has a direct impact on Foxway's core business by shaping and optimizing the services that generate revenue and build customer loyalty. By ensuring services are customer-centric, efficient, and sustainable, they contribute directly to the company's commercial success, brand reputation, and environmental mission.

Growth Opportunities:

• Specialization: Deepen expertise in DaaS, lifecycle services, and circular economy models within the IT sector.

• Leadership: Advance into senior product or service management roles, potentially leading larger teams or broader product portfolios.

• Strategic Influence: Play a key role in shaping Foxway's service strategy and contributing to its sustainable business model.

• Cross-Functional Mastery: Develop a comprehensive understanding of various business functions, enhancing overall business acumen.

• Industry Expertise: Become a recognized expert in sustainable IT solutions and circular economy practices.

📝 Enhancement Note: This analysis is based on the managerial title, reporting structure, and the scope of responsibilities outlined in the job description, highlighting the potential for career progression within a specialized and growing field.

🌐 Work Environment

Office Type: The role requires a significant on-site presence (at least 4 days per week), indicating a preference for a hybrid work model that emphasizes in-person collaboration and direct engagement with operational teams. This suggests a professional office environment.

Office Location(s): The positions are based in Växjö, Solna, and Göteborg, Sweden. These are established business locations offering access to talent and resources.

• Växjö: A city in southern Sweden, known for its university and developing business sector.

• Solna: A municipality in Stockholm County, a major business hub with excellent infrastructure.

• Göteborg: Sweden's second-largest city, a major port and industrial center with a strong technology and innovation ecosystem.

Workspace Context:

• Collaborative Environment: The emphasis on on-site presence for "close collaboration with stakeholders and operations" suggests a workspace designed to facilitate teamwork, brainstorming, and direct interaction.

• Access to Operations: Being physically present near operational teams will allow for direct observation, feedback gathering, and quicker problem-solving cycles.

• Tools & Technology: While not explicitly stated, it can be assumed that a modern office environment will provide the necessary technological tools and infrastructure to support design, analysis, and communication.

Work Schedule: The standard 40-hour work week is expected, with the crucial requirement of being in the office at least four days a week. This hybrid model aims to balance flexibility with the necessity of hands-on engagement and team cohesion.

📝 Enhancement Note: The "on-site presence at least four (4) days per week" is a critical detail that shapes the work environment description, emphasizing in-person collaboration.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a review of CV and portfolio to assess experience, skills, and alignment with the role's requirements, particularly in service design and operational improvement.

• First Interview: A discussion with the hiring manager (VP Product & Services Management) to delve deeper into experience, motivation, and understanding of service design principles and their application in an operational context. Expect questions about past projects and challenges.

• Portfolio Presentation/Case Study: A key stage where candidates will likely present selected case studies from their portfolio, demonstrating their methodology, problem-solving skills, and the impact of their work. This may involve a specific challenge or hypothetical scenario related to Foxway's services.

• Cross-functional/Team Interview: Meeting with key stakeholders from operations, product, or sales teams to assess collaboration style, communication skills, and ability to integrate into the team.

• Final Interview: Potentially with senior leadership to discuss strategic fit, long-term vision, and cultural alignment.

Portfolio Review Tips:

• Showcase Impact: Focus on projects where you demonstrably improved service KPIs, operational efficiency, customer satisfaction, or sustainability metrics. Quantify results whenever possible.

• Detail Your Process: Clearly articulate your methodology for each project: problem identification, research, ideation, design, implementation, and measurement.

• Highlight Collaboration: Provide examples of how you worked with diverse teams to achieve successful outcomes.

• Emphasize Operationalization: For this role, it's crucial to show how your designs were implemented operationally and how you ensured their success in real-world scenarios.

• Address Circularity: If possible, include examples that demonstrate an understanding of or contribution to circular economy principles.

• Tailor Your Presentation: Be prepared to tailor your portfolio presentation to Foxway's specific context of DaaS and circular workspace solutions.

Challenge Preparation:

• Operational Scenarios: Be ready to discuss hypothetical scenarios involving improving a DaaS offering, optimizing a device refresh process, or enhancing a IT asset recovery program.

• Process Mapping: Practice creating quick service blueprints or process maps for common service delivery scenarios.

• KPI Definition: Be prepared to suggest relevant KPIs for different aspects of a circular IT service.

• Stakeholder Alignment: Think about how you would address conflicting priorities between different departments (e.g., sales wanting quick deployment vs. operations needing thorough checks).

📝 Enhancement Note: This section is built around the common stages of a managerial hiring process and specific advice tailored to a Service Design role with strong operational components, emphasizing the importance of a portfolio that proves execution.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Collaboration: Miro, Mural, Lucidchart, Figma (for brainstorming, service mapping, prototyping, and workshop facilitation).

• Project Management: Jira, Asana, Trello, or similar (for tracking initiatives, workflows, and task management).

• Presentation Software: PowerPoint, Google Slides, Keynote (for stakeholder presentations and portfolio walkthroughs).

Analytics & Reporting:

• BI & Dashboard Tools: Tableau, Power BI, QlikView, or similar (for visualizing KPIs, service performance, and operational data).

• CRM Systems: Salesforce, HubSpot, or other CRM platforms (to understand customer interactions and sales processes).

• Analytics Platforms: Google Analytics, Mixpanel, or similar (if digital service components are involved).

CRM & Automation:

• CRM: Understanding of how CRM data feeds into service design and customer journey mapping.

• Workflow Automation Tools: While not explicitly mentioned, familiarity with tools that automate operational tasks (e.g., Zapier, Power Automate, or enterprise-level workflow engines) would be beneficial for identifying efficiency gains.

• IT Service Management (ITSM) Tools: ServiceNow, Jira Service Management, or similar (essential for understanding support processes, SLAs, and incident management in IT services).

📝 Enhancement Note: The tools listed are standard for roles involving service design, operational management, and cross-functional collaboration. Specific ITSM tools are included as they are critical for managing IT lifecycle services.

👥 Team Culture & Values

Operations Values:

• Sustainability & Circularity: A strong commitment to environmental responsibility and extending the lifecycle of technology is likely a core value that permeates all operations.

• Customer Focus: The emphasis on "customer-centric" offerings means that understanding and prioritizing customer needs is paramount.

• Collaboration & Teamwork: The hybrid model and need for cross-functional work highlight the importance of working effectively with others.

• Efficiency & Scalability: A drive to optimize processes for better performance, lower costs, and the ability to grow.

• Innovation & Learning: Encouraging new ideas and continuous improvement to stay ahead in a dynamic market.

• Ownership & Accountability: Taking responsibility for service design and its successful implementation and performance.

Collaboration Style:

• Cross-functional Integration: Expect a highly collaborative environment where breaking down silos between departments is encouraged.

• Open Communication: A culture that values transparency and open dialogue, essential for aligning diverse stakeholder interests.

• Data-Informed Dialogue: Discussions and decisions are likely to be backed by data and performance metrics.

• Constructive Feedback: A willingness to provide and receive feedback to drive continuous improvement in services and processes.

📝 Enhancement Note: These values are inferred from Foxway's mission, the role's requirements (e.g., collaboration, efficiency), and general best practices in modern, purpose-driven technology companies.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Competing Priorities: Successfully navigating the needs of customers, business goals, operational constraints, and sustainability targets simultaneously.

• Driving Change in a Hybrid/Cross-functional Environment: Ensuring buy-in and effective implementation of new service designs across teams with varying priorities and working styles.

• Measuring and Demonstrating Impact: Quantifying the ROI of service design initiatives, particularly those focused on circularity and long-term sustainability.

• Adapting to Evolving Technology and Market Demands: Staying current with advancements in IT, DaaS models, and circular economy best practices.

• Bridging Digital and Physical Operations: Seamlessly integrating digital service components with physical logistics and operational processes.

Learning & Development Opportunities:

• Deep Dive into DaaS & Circular Economy: Extensive exposure to and learning about advanced DaaS models and circular IT strategies.

• Leadership Development: Opportunities to hone leadership skills through managing projects and influencing cross-functional teams.

• Industry Conferences & Certifications: Potential for attending relevant industry events (e.g., sustainability, IT asset management, service design) and pursuing certifications.

• Mentorship: Access to senior leaders within Product & Services Management for guidance and career advice.

• Broad Business Exposure: Gaining a holistic understanding of business operations from product conception to service delivery and customer lifecycle management.

📝 Enhancement Note: Challenges are derived from the complex nature of the role and the industry. Growth opportunities are framed around the specific domain and the managerial level of the position.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service you designed or significantly improved. What was the problem, your approach, the key stakeholders involved, and the measurable outcome?"

• "How would you approach designing a new Device-as-a-Service offering for a large enterprise client, considering sustainability and operational efficiency?"

• "Imagine a situation where your proposed service design conflicts with an established operational process. How would you navigate this to achieve alignment and successful implementation?"

• "What KPIs are most critical for measuring the success of a circular IT lifecycle service, and how would you track them?"

• "How do you balance the need for customer delight with the demands of operational scalability and profitability?" Company & Culture Questions:

• "What interests you most about Foxway's mission and its focus on circularity?"

• "How do you see your skills contributing to our goal of making sustainable technology accessible?"

• "Describe your ideal team environment and how you contribute to a positive, collaborative culture."

• "How do you stay updated on trends in service design, sustainability, and the IT lifecycle management space?" Portfolio Presentation Strategy:

• Structure: For each case study, clearly define the "Situation," "Task," "Action," and "Result" (STAR method).

• Visuals: Use clear, well-designed service blueprints, process maps, and data visualizations to support your narrative.

• Quantify Impact: Emphasize metrics – cost savings, efficiency gains, NPS improvements, waste reduction, asset recovery rates.

• Highlight Collaboration: Explain how you engaged with different teams and managed stakeholder expectations.

• Focus on Operationalization: Detail the steps taken to ensure your designs were effectively implemented and sustained in operational environments.

• Tailor to Foxway: Connect your experience and examples to Foxway's specific context of DaaS and circularity.

📝 Enhancement Note: These questions are designed to probe the candidate's strategic thinking, operational execution capabilities, and cultural fit, reflecting the core requirements of the Service Design Manager role.

📌 Application Steps

To apply for this operations position:

• Submit your application through the Foxway job portal at https://jobs.foxway.com/jobs/7895851-service-design-manager.

• Customize Your Resume: Tailor your resume to highlight experience in service design, operational improvement, cross-functional collaboration, and any exposure to circular economy principles or DaaS. Use keywords from the job description.

• Prepare Your Portfolio: Curate 2-3 of your strongest service design or operational improvement projects that best demonstrate your ability to translate design into tangible, efficient, and scalable outcomes. Ensure clear articulation of problems, solutions, processes, and measurable impact.

• Practice Your Presentation: Rehearse presenting your portfolio case studies, focusing on clarity, conciseness, and highlighting key achievements relevant to Foxway's business and the role's responsibilities. Be ready to discuss your process and rationale.

• Research Foxway: Understand Foxway's mission, CWS division, DaaS offerings, and commitment to sustainability. Prepare to articulate how your background aligns with their values and business objectives.

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

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