Supports the U.S. Air Force Cloud One Architecture and Services contract
Coordinates across multiple areas including cloud engineering, operations, and customer support
Uses experience to modernize a multi-cloud environment for USAF system resiliency, security, and cost-effectiveness
Collaborates with the Government and Cloud One Service Design Team for long-term vision and strategy
Maps complex user journeys and creates service blueprints
Guides human-centered research activities, synthesizes data to refine services
Partners with various teams to implement service design solutions
Establishes Key Performance Indicators (KPIs) to measure effectiveness of initiatives
Proposes design approaches to solve complex challenges

Bachelor’s Degree and 12+ years or more of experience.
8+ years of experience in IT with an emphasis on service design and ITSM.
Must have an active Secret clearance
U.S. Citizenship required
Certifications: IAT-2 and one or more cloud certifications
Excellent customer service skills, with experience working in a customer-facing position.
Excellent verbal and written communication skills.

Service Design Lead

Key skills