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Sector: Public Sector / Government
Job Title: Service Architect
Type: Contractor
Location: London (hybrid)
Duration: 6 months
Vetting: SC security clearance
Lead the design and implementation of an end-to-end service wrap for LEO connectivity enabling transition from fragmented deployments to a centrally governed, scalable, BAU service model
- Accountable for ensuring the service is not only operable, secure and scalable, but delivers a consistent, high-quality user experience across all stages of the service lifecycle, from initial request through to resolution and continuous improvement
Design and implement an industry leading LEO Service Wrap across MVP, Transition and Final operating models
- Support service take-on of existing estate and design of future-state service, ensuring a stable and consistent service experience during transitionary periods
- Ensure alignment with ServiceNow, ITIL processes, and wider integration with other programmes and projects
- Operate within a project environment transitioning to BAU ownership, ensuring clear, well documented and efficient processes can be seamlessly accepted by the Live Services team
- Define and embed a user-centred, data and outcome-driven service experience, aligned to organisational standards and service management best practice
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Essential Skills
- 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
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Desirable Skills
- 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
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