Senior Service Design & Operating Model Lead

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

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.