Overview
The ITSM Service Architect will play a crucial role in shaping the foundations of IT service architecture within a business focused on delivering complex technology programmes in secure environments. Collaborating with technical teams, business stakeholders, and programme leaders, the architect will implement practical ITIL 4 frameworks to enhance service delivery, ensuring structures and processes align with operational needs. This position offers an opportunity to influence the design of critical IT services while working in a hybrid environment.
Responsibilities
- Shape the IT Service Management architecture by establishing clear principles and frameworks for effective service delivery.
- Develop and refine ITSM requirements to align with operational needs and programme objectives.
- Design and document service management processes including Incident, Problem, Change, Asset, and Release Management.
- Produce High-Level and Low-Level Service Designs for stakeholder approval.
- Facilitate workshops with stakeholders to agree on service requirements and design decisions.
- Establish process ownership and responsibilities to support operational readiness.
- Identify gaps, risks, and assumptions within service arrangements and recommend improvements.
- Collaborate with programme teams to ensure service architecture meets evolving requirements.
Requirements
- Proven experience as an ITSM Service Architect, IT Service Architect, or Service Design Architect.
- Strong knowledge of ITIL 4 principles and application in complex technology environments.
- Hands-on experience designing ITSM processes and service management operating models.
- Deep understanding of Incident Management, Problem Management, Change Management, IT Asset Management, and Release Management.
- Experience in producing service architecture documentation, including High-Level and Low-Level Designs.
- Ability to translate business requirements into practical service designs.
- Strong stakeholder management and workshop facilitation skills.
- Ability to navigate ambiguity and evolving programme needs.