Job Description ECS is seeking a
Sr. Service Design Strategist to work in a hybrid schedule in our
Arlington, VA office.
Position Summary The Sr. Service Design Strategist will establish and maintain a Common Operating Picture (COP) that unifies the entire service lifecycle-ensuring governance enables speed and operational delivery aligns with design intent. This role serves as an integrator between strategy and execution, bridging Governance/Policy and Operations/Delivery.
This position requires a blend of Human-Centered Design (HCD), IT Service Management (ITSM), and organizational change leadership, and will work across multiple branches to create shared understanding, standardized processes, and aligned performance measures.
Key Responsibilities - Serve as the primary liaison between service design and service delivery branches.
- Establish and maintain a Common Operating Picture (COP) as the single source of truth for leadership on service health, status, and performance.
- Develop visual artifacts and frameworks that allow governance and operations teams to understand dependencies and collaborate effectively.
- Facilitate seamless handoffs and collaborative workflows between teams.
- Translate governance requirements into actionable operational workflows for delivery teams.
- Feedback delivery constraints and operational realities to design teams to ensure policy is practical and implementable.
- Coordinate service transition processes from design approval through operational deployment.
- Facilitate alignment between performance, CX/UX, service management, and engineering teams.
- Embed human-centered design principles throughout the full service lifecycle, including large-scale programs (e.g., CDM) and a dvocate for user experience considerations during service development phases.
- Ensure customer engagement, training, and adoption perspectives are incorporated into engineering-focused initiatives.
- Advocate for Service Design principles within the Operations teams (e.g., explaining why the design matters).
- Advocate for DevOps/SRE principles within the Governance teams (e.g., explaining how modern delivery works).
- Create performance measurement frameworks aligned with both governance and operational needs.
- Establish governance structures that enable influence without direct authority.
- Support restructuring of major services (e.g., CDM, CADS, CyberSentry ) to align with a distributed service model and c oordinate requirements gathering and architecture integration for new service implementations.
- Build and maintain collaborative relationships across organizational boundaries where formal authority is limited.
- Leverage existing leadership relationships to drive cross-functional initiatives.
Required Skills - ship with an ability to obtain and maintain DHS Suitability (EOD)
- Strong understanding of IT Service Management (ITIL or similar)
- Experience with Human-Centered Design and/or Service Design
- Ability to translate between policy/governance and operational delivery
- Strong facilitation and change management leadership skills
- Proven experience working in complex enterprise environments where you had to align stakeholder groups with competing priorities
- Experience working across matrixed organizations without direct authority
- Ability to create visual models, frameworks, and operating constructs
- Familiarity with DevOps/SRE concepts and modern service delivery models
Desired Skills - Service Design or Service Management leadership experience
- Familiarity with federal governance frameworks or distinct separation of duties in large IT organizations.
- Understanding how service design fits into Scaled Agile Frameworks.
- Experience in large federal IT or cybersecurity programs
- Background in operations, engineering, or digital services
- Experience working across CX, performance, and engineering teams
- Comfortable operating at both strategic and execution levels
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ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.
ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3300+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.
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