Service Design & Management Lead

Who we are

At Origina we areon a mission to change the software world.

We arethe leading global independent software maintenance vendor for IBM HCL and VMware that Gartner consistently recognises as a forward-thinking alternative to traditional software mega vendors.

At Origina our values of Trust Fairness Relationships and Opportunities are the pillars of our competitive strength and the foundation of our culture. These principles reflect our beliefs about what is most important and guide us on our exciting and unwavering high-growth journey.

We believe in freedom of choice in the world of software and are a leader in the Right to Repair movement both in the U.S and in Europe. As strategic partners we help our customers protect the security and stability of their software extend its longevity and lifecycle and enhance its performance and functionality.

At Origina we are proud of our unique and engaging culture. For two years running we have been certified and recognised as aGreat Place to Work for both our home office in Dublin and in our American headquarters in Plano Texas. We have also been namedas one of Irelands best small workplaces and best workplaces in tech.

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The Role

Origina is launching a new technical assurance offering SteadyState - as a strategic growth lever. This service aims to move customers from reactive support into a stable proactive operating model. The Interim Service Design & Management Lead will be responsible for standing up and operationalising this service designing the customer journey codifying processes and ensuring scalable repeatable delivery.

What Youll

• Design and deliver a blueprint for SteadyState service delivery including onboarding assessments quarterly reviews and CAB (Change Advisory Board) support.
• Codify processes and outputs to ensure consistency and scalability across customer engagements.
• Define roles OLAs/SLAs quality standards and reporting outputs (e.g. Scorecards Change Impact Assessments Executive Reports).
• Pilot the service with initial customers refine based on feedback and transition into BAU.
• Establish internal service management discipline to reduce reliance on external experts (GIEs).
• Collaborate with Product Champions Operations Security and external experts to embed service excellence.

About you

• Proven experience in service design and transition within IT services managed services or SaaS support.
• Strong grounding in service management frameworks (e.g. ITIL) with a pragmatic and commercial mindset.
• Demonstrated ability to map customer journeys and embed governance and quality standards.
• Extensive background in customer operations enterprise support services or consulting.
• Track record of delivering scalable processes and coaching internal teams to adopt them.
• Experienced service management leader with a hands-on outcome-driven approach.
• Able to translate technical expertise into structured repeatable customer-facing services.
• Skilled in change management and communication - able to position CAB support and proactive assurance as value-add.
• Comfortable working across mixed teams and stakeholder groups.
• Not just an advisor - someone who will build the playbook and lead the first executions.

What we offer

• Competitive compensation that rewards achievement
• Hybrid flexible working model
• Family Health Dental & Vision Insurance from day 1
• Life insurance & Income Protection
• 23 days Annual Leave plus 2 company days with additional days earned based on your tenure
• Generous Maternity & Paternity leave policies
• 6% Pension match
• 200 annual wellness benefits
• 1000 professional development benefit
• Flexibility of working remotely from anywhere for up to 4 weeks per year
• Adedicated Volunteer Day to give back to your community and support meaningful causes
• Employee Assistance Programme
• An inclusive environment with regular events organised by Engagement and Diversity Committees

Dont worry if you dont meet ALL the requirements if you feel you would be a great fit for this role we would love to hear from you! At Origina the most important ingredient for us is our culture fit and recognising those that want to live our high-performance values of Fairness Trust Relationships and Opportunities.

Origina is an equal opportunity employer and were proud of our ongoing efforts to foster inclusion in the workplace. Individuals seeking employment at Origina are considered without regard to race colour religion national origin age sex gender gender identity gender expression sexual orientation marital status medical condition ancestry physical or mental disability military or veteran status or any other characteristic protected by applicable law.

By submitting your application you agree that Origina may collect your personal data for recruiting global organisation planning and related purposes. Originas Candidate Privacy Notice explains what personal information Origina may process where Origina may process your personal information its purposes for processing your personal information and the rights you can exercise over Originas use of your personal information.