Lead Media Service Design Analyst

HTC Global Services, Inc.; Wilmington, Northern (DE, KY); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Hybrid workplace

Work-life balance

Career development

Rewards program

Upskilling

Emerging tech exposure

Career mobility

Job summary

HTC Global Services, Inc. in Wilmington, DE, is seeking a Senior Service Designer to help shape a scalable operating model and governance framework for transformative programs. You will lead discovery, document end-to-end workflows, and design service definitions with cross-functional teams.

The role requires 5+ years in service design or related fields, strong analytical and communication skills, and the ability to operate in an evolving, regulated environment. Hybrid work arrangement offered.

Qualifications

• 5+ years of experience in service design, operating-model development, or related fields.
• Ability to rapidly learn and operationalize unfamiliar or proprietary platforms.
• Experience documenting business processes through interviews, workshops, and testing.
• Experience creating process maps, service blueprints, governance frameworks, and RACI models.
• Strong analytical, facilitation, documentation, stakeholder management, and executive presentation skills.
• Ability to work independently in ambiguous environments.

Responsibilities

• Learn platform workflows through demonstrations, shadowing, guided testing, and simulations.
• Document end-to-end activation workflows including approvals, data, content, and dependencies.
• Lead service discovery, stakeholder engagement, current-state assessments.
• Evaluate use cases to define self-service capabilities and boundaries.
• Design service definitions, intake processes, governance, escalation, and support models.
• Create service blueprints, RACI matrices, and phased implementation plans.
• Assess readiness across data, content, privacy, integrations, and change management.
• Develop recommendations covering ownership, governance, resources, risks, and next steps.

Skills

Service design

Operating-model development

Operational transformation

Business analysis

Consulting

Stakeholder management

Executive presentation

Documentation

Analytical

Independent work

Job description

Location: Wilmington (DE) | Employment Type: Full Time - 40 hours per week | Job Level: T5 | Work Preference: Hybrid | Job Code: 245097

Job Description:

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.

#LI-ST1 #LI-Hybrid #SeniorServiceDesign #OperatingModel #ServiceDesign #BusinessAnalysis #ProcessMapping #Governance #ServiceBlueprint

At HTC Global Services, our culture is an embodiment of who we are – a value-led organizationcommitted to success of our people and customers.

• Hybrid and Workplace flexibility
• Work-Life-Balance
• Well-defined career development plan
• Rewards & Recognition program
• L&D focuses on upskilling
• Hands‑on experience on Emerging Technologies and Digital Transformation
• Career Mobility programs