Overview
The Service Design Architect will play a pivotal role in shaping the Target Operating Model for a major multi-tower managed service within a leading European SaaS organization. This position requires expertise in building and leading complex services that span various operational domains, including finance, KYC, onboarding, and logistics. The architect will collaborate with teams in the UK and Germany, driving alignment and influencing key design decisions while providing guidance on service design and continuous improvement frameworks.
Responsibilities
- Own the Target Operating Model across people, process, technology, data, governance, and partners.
- Produce service blueprints, BPMN level workflows, routing models, and exception paths.
- Design the control framework for finance, KYC, AML, export compliance, and audit evidence.
- Specify the tooling architecture across case management, CCaaS, IVR, WFM, document handling, OCR, RPA, and analytics.
- Build demand and capacity models with forecasting, staffing, shift patterns, and seasonality planning.
- Define SLAs, OLAs, MI, dashboards, cost to serve metrics, and performance models.
- Lead transition planning, including pilots, go-live stages, hypercare, and risk and change management.
- Coach teams in service design, human-centered design, and lean operations while supporting continuous improvement across the programme.
Requirements
- Proven experience building multi-tower managed services at scale.
- Strong service design and operating model design background, including TOM, RACI, spans and layers, service blueprinting, and location modeling.
- Excellent process engineering skills with deep BPMN expertise and comfort with queue design and workforce planning.
- Strong understanding of controls across finance reconciliation, KYC and AML, export documentation, and audit readiness.
- Familiarity with tools such as Dynamics, ServiceNow, Salesforce, Genesys, NICE, Five9, Amazon Connect, UiPath, Power Automate, M Files, SharePoint, and Power BI or Tableau.
- Strong facilitation skills and confidence in working with stakeholders in Enterprise Architecture, Security, Risk, Operations, and Data.
- Willingness to travel between the UK and Cologne as required.