Service Architect

Synapri Ltd

Greater London, UK

25 days ago

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Role details

Contract type

Contract

Employment type

Full-time (> 32 hours)

Working hours

Regular working hours

Job source

www.collegerecruiter.com

Tech stack

Service Design Wide Area Networks Servicenow

Requirements

Proven experience as a Service Architect and Service Designer in complex IT or infrastructure environments
Strong working knowledge of ITIL service management principles
Experience designing and implementing services within ServiceNow
Demonstrated experience developing:
Service Design Packages
SLA /OLA / KPI frameworks
Multi-supplier service models
Experience operating in project-to-BAU transition environments
Experience designing end-to-end, user-centred service experiences, not solely process-based models
Ability to translate user needs and operational challenges into practical service design improvements, * Experience in network, connectivity or infrastructure services (WAN, satellite, SD-WAN, etc.)
Experience working in UK Government or regulated environments
Understanding of supplier governance and commercial frameworks
Experience supporting NOC / monitoring capability integration
Experience applying service design techniques (e.g. journey mapping, service blueprinting, user insight)
Experience in high-availability or user-critical services where service experience is a key success factor, * Operates as a specialist contingent resource delivering defined service design outcomes
Works across Product, Delivery, Commercial and Service Management teams
Engages stakeholders to co-design and validate service models
Delivers artefacts at pace to support pilot, scale and transition phases
Delivers high-quality artefacts at pace to support MVP, scale, and transition phases
Promotes a collaborative, user-focused approach to service architecture and delivery

Key Deliverables

MVP Service Model (Interim Mode)
Full Service Design Package (Transition ? Final Mode)
ServiceNow-aligned process design
Final Service Model including supplier operating model and governance framework
SLA /OLA / KPI / Experience reporting framework
Service transition and take-on approach
Service rehearsal and supporting artefacts
Training materials, Knowledge Base Articles, and learning content
Service Experience Definition (user journeys, principles, “what good looks like”)
Service Performance & Experience Dashboard
Service Improvement Roadmap aligned to experience outcomes