The primary responsibilities of the Service Design Manager – Cloud & Infrastructure:

Functional Responsibilities:

• Lead and manage a team of Service Design Cloud and infrastructure Architects, providing guidance, mentoring, and support in their day-to-day activities, including project assignments and professional development.

• Architect End-to-End Infrastructure Solutions: Design and develop enterprise-grade infrastructure solutions that span on-prem data centers and public/private cloud platforms.

• Cloud Strategy & Migration: Lead cloud adoption strategies including assessment, planning, migration, and optimization for IaaS, PaaS, and SaaS models.

• Hybrid Infrastructure Design: Build integrated hybrid environments that leverage cloud-native services while maintaining critical on-prem systems.

• Technology Evaluation: Assess emerging technologies and platforms, providing

recommendations to enhance performance, scalability, and cost-effectiveness.

• Standardization & Governance: Define and enforce architectural standards, patterns, and best practices across infrastructure platforms.

• Collaboration: Work closely with cybersecurity, DevOps, network, application, and data teams to ensure cohesive solution delivery.

• Documentation & Communication: Create architectural blueprints, HLD, LLD, As-Build solution documentation, and present to stakeholders, including executives and technical teams.

• Performance & Risk Management: Ensure infrastructure designs meet SLAs, availability, scalability, and security requirements.

• Develop and implement comprehensive service design strategies, methodologies, and best practices that align with the company’s goals and objectives.

• Collaborate closely with cross-functional teams, including stakeholders, to ensure the service design efforts meet business requirements and customer needs.

• Define and maintain robust service design standards, processes, and frameworks, ensuring consistency and efficiency in service delivery across the organization.

• Conduct regular assessments and evaluations of service design processes, identifying areas for improvement and implementing necessary changes to optimize service delivery and customer experience.

• Facilitate workshops, design thinking sessions, and collaborative discussions to gather requirements, explore innovative ideas, and foster cross-functional collaboration to enhance service design outcomes.

• Monitor and analyze service design metrics and key performance indicators (KPIs) to track performance, identify trends, and make data-driven decisions for continuous improvement.

• Stay updated with industry trends, emerging technologies, and best practices in service design, and leverage this knowledge to drive innovation and keep MEEZA at the forefront of service delivery excellence.

• Manage the implementation of tools that allow for the effective monitoring/trending of IT infrastructure, software and IT components performance and resource utilization.

• Efficiently enables and implements automation and contributes to a robust automated system that complies with governance standards and undergoes regular cost-benefit analyses for optimal efficiency.

• Effectively work with the team in recording and gathering all necessary evidence to substantiate both internal and external audits.

Knowledge, Skills & Experience

Academic & Professional Qualifications:

• Bachelor’s degree in computer science, Information Systems, Engineering, or Equivalent.

Experience:

• 9-10 years of experience in technology services or a similar field.

Skills and Requirements:

• Expertise in service design principles, methodologies, and tools to lead the design and development of complex information security solutions.

• Strong people management skills, with a focus on collaborating with and developing others.

• High proficiency in service design methodologies, frameworks, and tools to lead and drive the design and implementation of effective service solutions.

• Exposure to IT service management best practices such as ITIL.

• Strong written and verbal communication skills.

• Advanced understanding of private cloud, public cloud and enterprise technologies including data centers (Tier-III), WAN/MAN/LAN networks, enterprise storage, server technologies, enterprise applications (e.g., ERP, BI, CRM, CMS etc.), security and enterprise management systems.

• Strong understanding and application of Architecture Framework for service design, definitions, and documentation.

• Operational experience in managing/maintaining complex environments within a managed service environment

• Develop and enhance presentation skills for effectively communicating design ideas to team members, stakeholders and clients.