[Hiring] IT Service Design Manager @Fortrea

Role Description

We’re looking for an experienced IT Service Design professional to partner closely with our business and IT teams to shape, scope, and deliver services that support key strategic programs. This role plays a critical part in ensuring services are designed, introduced, and transitioned effectively—driving operational efficiency and consistent delivery across the organisation.

You’ll work across cross-functional teams to understand business needs, define scalable service solutions, and lead the evaluation of cost, feasibility, and impact. Acting as a key link between stakeholders, managed service providers, and internal teams, you’ll ensure seamless delivery from design through to execution while helping drive strategic initiatives and continuous improvement.

• Collaborates with the business and IT peers to understand strategy and needs.
• Develops and drives a services/support design to meet demand.
• Reviews and compares offering with current and future needs, identify gaps and ensure strategy addresses gaps.
• Prioritizes initiatives based on business need, cost and impact.
• Determines and/or recommends approach to provide services.
• Provides cost, feasibility and impact/benefit analysis to support.
• Engages BU leaders regarding requirements to deliver on strategies and partner to shape initial scope.
• Ensures end to end implementation of service through managed service providers or other third parties.
• Partners with internal cross-functional teams, ensuring seamless service delivery and hand-offs from design to execution (service introduction to service transition).
• All other duties as needed or assigned.

Qualifications

• Bachelor’s degree in information technology, computer science, or related fields. Fortrea may consider relevant and equivalent experience in lieu of educational requirements.
• ITIL (Foundation, Practitioner, Service Manager) Certification v3 (v4 preferred).

Requirements

• 5-7 years of experience in IT service design, with focus in service introduction processes of scoping, mapping and t-shirt sizing, and relationship management.
• Strong grasp of ITSM ITIL principles and methodologies (v3 and v4).
• Proven track record of successful delivery within a managed service provider operating model.
• Proficient in the use of IT service management tools and technologies like Service Now.
• Excellent analytical, problem-solving, and decision-making skills, with the ability to prioritize and manage multiple tasks in a fast-paced environment.
• Experience in project management and knowledge of agile methodologies is a plus.
• Exceptional written and verbal communication and interpersonal skills.
• Demonstrated ability to partner with business stakeholders and navigate across conflicting priorities to balance critical tactical and strategic needs.
• Demonstrated ability to effectively collaborate and communicate with a variety of audiences and stakeholders including executive management, business leaders, IT peers, and colleagues.
• Strategic thinker, with demonstrated ability to work in a broad and top-down manner with a fair amount of ambiguity at the center.
• Results-orientation with the proven ability and reputation for developing plans and implementing them successfully.
• Self-directed, self-motivated, and driven who can fill in the gaps as to what is needed, and to drive expected results.

Preferred Qualifications Include

• Experience in the Pharma/CRO/Life Sciences space.
• Experience with managed service providers.