In the ivory tower of service design, we're taught that the "work" is the journey map, the blueprint, and the polished prototype. In the trenches of a massive corporation, we quickly learn the truth: The job is not the job. The real work is navigating a labyrinth of competing agendas, departmental silos, and mid-level inertia. This session is a "practical field guide" for designers who are tired of beautiful decks that go nowhere.