Service Design Senior Manager

Confidential; Abu Dhabi Emirate; On-site; AED 280,000 - 420,000; Full time

Job summary

Confidential is seeking a senior specialist to translate experience intent into operable service models, ensuring experiences can be delivered consistently and at scale. The role operates upstream of delivery, focusing on service logic, operability, and feasibility rather than execution.

Key responsibilities include designing end-to-end service models across physical, digital, and human touchpoints; defining frontstage and backstage interactions; developing detailed service blueprints; and

Qualifications

• Strong systems thinking and blueprinting capability.
• Experience working in complex service environments.

Responsibilities

• Design end-to-end service models across physical, digital, and human touchpoints.
• Define frontstage and backstage interactions, roles, and dependencies.
• Develop detailed service blueprints identifying risks, failure points, and handoffs.
• Ensure services are practical, scalable, and sustainable.
• Partner with experience design to translate intent into service logic.
• Support delivery teams through clear design handover without owning execution.

Skills

Systems thinking

Blueprinting

Job description

A senior specialist role responsible for translating experience intent into operable service models, ensuring experiences can be delivered consistently and at scale.

The role operates upstream of delivery and focuses on service logic, operability, and feasibility rather than execution.

Key Responsibilities

• Design end-to-end service models across physical, digital, and human touchpoints.
• Define frontstage and backstage interactions, roles, and dependencies.
• Develop detailed service blueprints identifying risks, failure points, and handoffs.
• Ensure services are practical, scalable, and sustainable.

Design Translation

• Partner with experience design to translate intent into service logic.
• Support delivery teams through clear design handover without owning execution.

Experience & Skills

• Strong systems thinking and blueprinting capability.
• Experience working in complex service environments.