IT Service Management Architect

My client, a leading multinational is looking for an IT Service Management Architect to help drive a global transformation and technology modernization.

The organization is a cloud-first Microsoft ecosystem, including Azure, M365, enterprise platforms, collaboration technologies, identity services. The Service Management Architect will play a key role in shaping how technology services are designed, transitioned, governed, and operates across the organisation with an ambition to further modernise service operations through increased automation, improved operational insight, and AI-driven service management capabilities. The role offers the opportunity to work at the centre of large-scale technology and operational transformation initiatives, helping define the standards, frameworks, and service models that underpin the firm’s global technology operations.

Responsibilities

• Designing scalable and supportable service models for new and evolving technology platforms
• Supporting the evolution of the service catalogue, CMDB, and ITSM capabilities
• Driving greater standardisation of service design documentation and templates, automation, and consistency across technology services
• Design end-to-end service architectures for new and existing technology services, ensuring alignment with enterprise standards, scalability, and operational effectiveness.
• Work with business and technology stakeholders to establish clear service ownership, accountability and governance for technology services throughout their life cycle.
• Translate business and technical requirements into clear service models, defining support models, SLAs, KPIs, and operational processes.
• Lead the operational readiness assessment for new or changed services prior to production, providing a clear Service Management recommendation into Go/No-Go decisions and identifying any risks, gaps or conditions that must be addressed before go-live.
• Participate in governance forums, change advisory boards, and design reviews as the service architecture authority.

• Proven experience in IT service architecture, service design, or ITSM roles in complex enterprise environments.
• Proven experience with Service Transition
• ITIL v4 principles and their practical application in service design and operations.
• Demonstrated experience designing services in cloud, hybrid, and on-premise environments.
• ITIL v4 certification and/or TOGAF certification ideal
• Experience with tools such as Freshworks, BMC Helix, or other ITSM platforms.
• Familiarity with Agile, DevOps, and CI/CD principles
• Relevant professional certifications in ITSM or Architecture frameworks.