Service Architect

The Service Architect plays a critical role in the definition, design, and documentation of high quality, scalable, and commercially viable services within Bell’s product and service portfolio. Working within the Product & Service Design function, the Service Architect ensures that new or enhanced services are strategically aligned, operationally feasible, and optimised for efficient delivery and customer value., The Service Architect operates at the intersection of product strategy, technical design, and operational readiness. The role is responsible for translating strategic service propositions into structured, documented service designs that are ready for go-to-market and scalable delivery. This includes defining end-to-end service components, interfaces, operational workflows and support models ensuring services are both desirable to customers and viable for the business.

The Service Architect is responsible for:

• Lead the creation of end-to-end service designs for new or modified services, ensuring clarity in scope, features, performance, SLAs, support, and delivery model.
• Develop and maintain service artefacts, including service blueprints, runbooks, RACI matrices, onboarding/offboarding guides.
• Work closely with Product Managers to define viable service offerings that align with market needs and technical capabilities.
• Collaborate with delivery, operations, technical teams, and external vendors to ensure operational readiness and delivery feasibility.
• Participate in service design reviews, architecture forums, and governance boards to validate service models and ensure cross functional alignment.
• Define service boundaries and consumption models that support pricing strategies, internal cost models, and commercial viability.
• Work with Finance and Product Management to input into cost modelling and identify levers for profitability and operational optimisation.
• Ensure smooth handover of service designs to delivery and support teams, with appropriate documentation, training, and tooling guidance.
• Validate that service support models (e.g., Service Desk, incident management, reporting) meet customer and operational requirements.
• Support post launch service reviews, identifying opportunities for improvement, risk mitigation, or optimisation.
• Maintain version control of service artefacts and ensure updates reflect ongoing changes in technology, process, or customer demand.

5+ years’ experience in service architecture, service design, or IT service management within a complex or technology-led business.

• Strong understanding of ITIL, service lifecycle management, and modern service delivery models (cloud, hybrid, managed services).
• Demonstrated ability to design, document, and communicate complex service models to both technical and non-technical audiences.
• Experience working across cross-functional teams including product, delivery, sales, operations, and finance.
• Excellent analytical, organisational, and communication skills.
• Proficient in creating and managing service artefacts using tools like Visio, Lucidchart, Confluence, or similar.
• Familiarity with architectural and operational frameworks (e.g., TOGAF, COBIT, ISO 20000).
• Understanding of commercial modelling including cost-to-serve and pricing strategies.
• Experience working within Agile or hybrid development/delivery environments.
• Certification in ITIL v4, SIAM, or similar service management methodologies.