Key Responsibilities

1. Service Design & Lifecycle Management

• Deliver Service Design Packages for critical and prioritised projects within the change portfolio.

• Define and document Service Models covering Service Operations, Supplier Management, SLM and CSI.

• Support the governance of IT Service Management across the service lifecycle.

• Maintain and apply ITIL best practices across service design activities.

2. BAU Transition & Support Models

• Create Support Models for services transitioning from project delivery into BAU.

• Support reengineering of existing service designs or support models where required.

• Ensure operational readiness for new or changed services through structured checklists and reviews.

• Support Hypercare activities for newly transitioned services.

3. Stakeholder Collaboration

• Work with Service Owners, Process Managers, PMs and BAs across the IT organisation.

• Liaise across technology and service “towers” to ensure alignment of service design with business and technology strategy.

• Act as an extension of client’s ITSM Process Teams where required.

4. Governance & Continuous Service Improvement

• Support Continuous Service Improvement (CSI) initiatives and Service Improvement Plans (SIPs).

• Maintain and improve Service Design templates, Support Model templates and Business Readiness checklists.

• Review and approve service models to ensure consistency and quality.

• Capture lessons learned and feed improvements back into service design practices.

5. Compliance & ITSM Alignment

• Ensure service designs align with ITIL practices and internal ITSM processes.

• Support audit and governance requirements related to service design artefacts.

• Maintain clear documentation and traceability for service acceptance and transition decisions.

At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.

Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar [ and join us to Grow. Own. Achieve. Learn. [ to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.