Director of Professional Services owning P&L and leading ERP/SaaS delivery for Sparkrock’s nonprofit, school - board, and government software customers. Scaling professional services while improving margins and customer outcomes.
About the role
- Service design director shaping customer journeys and service blueprints for Kyndryl’s mission-critical technology services. Translating research into scalable solutions across design, technology, delivery, and operations.
Responsibilities
- Map current-state and future-state services using service blueprints, journey maps, and ecosystem diagrams
- Lead discovery activities and workshops to understand customer needs, operational constraints, and service performance gaps
- Translate research insights into service concepts, principles, and design recommendations
- Co-create solutions with cross-functional design, technology, delivery, and operations teams
- Define service requirements connecting experience design with process, policy, and technology changes
- Test and refine service concepts through pilots, prototypes, and feedback loops
- Support handoff to operational teams with documentation, success measures, and implementation guidance
- Measure service outcomes and identify opportunities for continuous improvement
Requirements
- Experience in service design, experience design, or a closely related discipline
- Proven experience creating service blueprints, journey maps, and system-level design artifacts
- Experience conducting and synthesizing qualitative research
- Experience working with large customer groups and event hosting
- Experience with hospitality, facilities, and corporate real estate services
- Experience working with cross-functional teams across design, technology, and operations
- Practical experience supporting implementation of new systems and processes in distributed environments with multiple senior executive stakeholders
- Strong ability to document decisions, assumptions, and outcomes in a structured way
- Preferred: experience designing services in large, complex, or enterprise environments
- Preferred: familiarity with IT-enabled or technology-supported services
- Preferred: experience working alongside UX, research, and business strategy roles
- Preferred: background in human-centered design or systems thinking methodologies
- Preferred: formal education or certification in service design, design strategy, or related fields
Benefits
- Discretionary annual bonus program based on performance
- Medical and dental coverage
- Disability benefits
- Retirement benefits
- Paid leave
- Paid time off
- Be Well programs supporting financial, mental, physical, and social health
- Personalized development goals and continuous feedback
- Learning opportunities and certifications with Microsoft, Google, and Amazon
- Coaching and hands-on experiences
- Flexible, supportive, hybrid-friendly culture
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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