Senior Service Design & Operating Model Lead

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

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,