Interim Service Design & Management Lead

Interim Service Design & Management Lead

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My client based in Dublin are currently seeking an Interim Service Design & Management Lead to establish and operationalize a new service, shaping the customer journey, codifying processes, and ensuring scalable, repeatable delivery.

This is a hands-on role for someone ready to build the service from the ground up and drive it into steady-state operations.

This is a fixed term contract for 6-12 months

Responsibilities :

Design and implement a blueprint for service delivery, including onboarding assessments, quarterly reviews, and Change Advisory Board (CAB) support.

Codify processes and deliverables to ensure consistency and scalability across customer engagements.

Define roles, OLAs / SLAs, quality standards, and reporting outputs, including Scorecards, Change Impact Assessments, and Executive Reports.

Pilot the service with initial customers, refine based on feedback, and transition it into business-as-usual operations.

Establish internal service management practices to reduce dependency on external experts.

Collaborate with Product Champions, Operations, Security, and external partners to embed service excellence across the organization.

Experience required :

Proven experience in service design and transition within IT services, managed services, or SaaS support.

Strong knowledge of service management frameworks (e.g., ITIL) with a pragmatic, commercial mindset.

Demonstrated ability to map customer journeys and embed governance and quality standards.

Extensive background in customer operations, enterprise support, or consulting.

Track record of delivering scalable processes and coaching internal teams on adoption.

Hands-on service management leader with an outcome-driven approach.

Able to translate technical expertise into structured, repeatable customer-facing services.

Skilled in change management and communication, positioning CAB support and proactive assurance as value-add.

Comfortable collaborating across diverse teams and stakeholder groups.

Not just an advisor—you will build the playbook and lead the first implementations.

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Information Technology

Industries

Staffing and Recruiting

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