Lead Media Service Design Analyst

HTC Global Services; Wilmington (DE); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health benefits

Paid time off

401(k) matching

Life and disability insurance

Professional development

Wellness programs

Job summary

HTC Global Services is seeking a Senior Service Design & Operating Model Consultant to help shape a scalable self-service operating model. You will analyze current processes, learn a proprietary platform, document end-to-end workflows, and develop governance artifacts for growth and operational excellence.

You will lead discovery, engage stakeholders, assess current-state conditions, and craft evidence-based analyses to define self-service capabilities and clear implementation steps across data,

Qualifications

• 5+ years of experience in service design, operating-model development, or related field.
• Ability to rapidly learn and operationalize unfamiliar or proprietary platforms.
• Experience documenting business processes via interviews, workshops, and hands-on testing.
• Experience creating process maps, service blueprints, governance frameworks, RACI models, and implementation recommendations.

Responsibilities

• Learn platform workflows through demonstrations, shadowing, guided testing, and simulations.
• Document in-platform activities and end-to-end activation workflows, including approvals and data dependencies.
• Lead service discovery, stakeholder engagement, current-state assessment, and evidence-based analysis.
• Evaluate use cases to define self-service capabilities and operational boundaries.
• Design service definitions, intake processes, governance, and escalation models.
• Create service blueprints, RACI matrices, and phased implementation approaches.

Skills

Service design

Operating model

Business analysis

Executive presentation

Stakeholder management

Independent work

Education

Bachelor's degree

Tools

Visio

Lucidchart

Job description

Job Title :Senior Service Design & Operating Model Consultant

Position Overview

Help shape a scalable self-service operating model by analyzing current processes, learning a proprietary platform, documenting end-to-end workflows, and developing governance and service design artifacts that enable future growth and operational excellence.

What You'll Do

• Learn platform workflows through demonstrations, shadowing, guided testing, and simulated campaign scenarios
• Document in-platform activities and end-to-end activation workflows, including approvals, handoffs, data, content, and technology dependencies
• Lead service discovery, stakeholder engagement, current-state assessment, and evidence-based analysis
• Evaluate representative use cases to define self-service capabilities and operational boundaries
• Design service definitions, intake processes, prioritization, governance, escalation, and support models
• Create service blueprints, RACI matrices, decision-rights models, and phased implementation approaches
• Assess readiness across data, content, privacy, measurement, integrations, change management, and operational support
• Develop recommendations covering ownership, governance, resource models, risks, and implementation next steps

Required Qualifications

• 5+ years of experience in service design, operating-model development, operational transformation, business analysis, consulting, or a related field
• Demonstrated ability to rapidly learn and operationalize unfamiliar or proprietary platforms
• Experience discovering and documenting business processes through system exploration, observation, interviews, workshops, and hands-on testing
• Experience creating process maps, service blueprints, governance frameworks, RACI models, resource models, and implementation recommendations
• Strong analytical, facilitation, documentation, stakeholder management, and executive presentation skills
• Ability to work independently and maintain momentum in ambiguous environments

Preferred Qualifications

• Experience in paid media operations and orchestration
• Exposure to campaign operations, audience activation, MarTech, customer data platforms, or omnichannel orchestration
• Experience working with agencies, technology partners, external suppliers, or managed-service providers
• Experience in pharmaceutical, healthcare, or another highly regulated environment

What Makes HTC A Great Place To Build Your Future

HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.

Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.

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