Service Architect

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Design and create IT services that meet both customer and business expectations.

• Engage throughout the entire IT service lifecycle, from strategy and design to transition, operation, and ongoing improvement.

• Establish service standards, policies, processes, and architectural frameworks.

• Collaborate with business leaders, architects, and stakeholders to ensure services align with enterprise objectives and future roadmaps.

• Determine strategic direction, shape service requirements, and influence solution architecture for new technology initiatives.

• Facilitate the stages of ITIL strategy, design, and transition.

• Develop customer journey maps and integrate experience-level agreements with traditional SLAs.

• Oversee service activities from the initial service introduction assessment through to go-live and continuous improvement.

• Generate service artifacts, including business cases, design packs, SLAs, capacity and availability plans, continuity plans, risk and security analyses, as well as change, release, test, and deployment documentation.

• Advocate for service and operational interests throughout the various phases of projects.

• Specify both functional and non-functional requirements and verify compliance with business criticality.

• Ensure that solution and service designs consider operational environments and business needs.

• Revise models, templates, and systems to address gaps and promote long-term sustainability.

• Define resource profiles, support costs, and licenses throughout the service lifecycle.

• Create financial models that include ROI analysis, TCO calculations, and service portfolio investment strategies.

• Assess service outcomes using balanced scorecards, KPIs, and KPMs.

• Collaborate with third-party suppliers on agreements, planning, timelines, and quality of deliverables.

• Manage the Early Life Support process, which includes monitoring, issue resolution, knowledge transfer, performance measurement, and operational handover.

⛳️ Requirements

• Demonstrated experience in IT Service Management.

• Extensive knowledge of ITIL 4 practices across both the service value system and service lifecycle.

• Familiarity and experience with Prince2/PMP project management methodologies.

• Strong comprehension of service governance, service pipeline and catalogue design, balanced scorecard metrics, and continuous improvement techniques.

• Experience in defining services related to operation, management, and change.

• Ability to convert technical and business requirements into service artifacts.

• Proven experience in creating and updating service documentation and IT operational process maps.

• Familiarity with Infrastructure, Digital, SaaS, Application (SAP), or Supply Chain technologies.

• Experience with ITSM toolsets, particularly ServiceNow.

• Exposure to architectural frameworks such as TOGAF.

• Service Management experience across multiple disciplines, including managing third-party suppliers in multi-customer and provider settings.

• Strong process competencies and an understanding of the Service Value chain.

• Experience in complex operational environments with multiple interdependencies across internal and external matrix organizations.

• Proven track record in managing change and transition aspects of multiple simultaneous new or modified IT services.

🏝️ Benefits

• Short-term incentive opportunity.

• Pension/retirement contributions.

• Life assurance coverage.

• Salary finance options (payroll deduction loan scheme).

• Medical insurance plans.

• Health screening services.

• Critical illness insurance.

• Disability insurance coverage.

• Paid time off/holiday benefits.

• Employee assistance programs.

• Discounted gym or health club memberships.

• Transportation assistance schemes (e.g., cycle-to-work, travel loans, car leasing).

• Onsite catering and lunch vouchers.

• Retail discounts.

• Global recognition programs.

• Flexible work arrangements, allowing remote work from anywhere within the UK.