Service Architect

Salary: £90,000 – £102,000 per year

The Role of Service Architect 

• Owning the production and creation of the Service Design Package including defining E2E processes, hand offs between call agents for escalation and between different organisations, how triage works etc
• Identifying and ensuring any changes required of support systems are incorporated into plans and executed against new ticket types required in BMC Remedy or ServiceNow
• Owning the setting up of, the Service Readiness Review, and associated criteria for agreement with live services team
• Supporting QA and Testing activity specific to the running of the life service e.g. OAT including proving of backup and restore functionality and assuring supplier delivery on RPO and RTO
• Undertaking any assurance required 
• Meet the needs of our end-to-end service (e.g., ServiceNow and BMC Remedy hand-offs)
• Architecting standard ITSM development/support solutions including incident, problem, change, requests (service catalogue), asset management, CMDB implementation & optimisation and knowledge management

Skills & Experience

We are looking for someone who is:

• Demonstrable experience (at least three years) end-to-end large scale ITSM implementations in the role of a lead architect
• Experience in Remedy and ServiceNow, with experience of other ITSM solutions being an added bonus
• Experience in ITSM platform assessments at Enterprise scale / large service management implementations
• Hands-on experience beyond ITSM into other architectural domains, ITOM, project management, is a plus
• Demonstrating understanding and application of ITIL practices at scale
• Strong presentation development and customer presentation skills
• Successful teamwork experience & demonstrated leadership abilities 

Desired qualifications include:

• ITIL V3 or ITIL V4 Practitioner or Expert
• TOGAF 9 Certified
• Service Now Certified Implementation Specialist