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We’re recruiting Senior Service Architect to join an expanding public sector digital team. You’ll define how technology services are supported end-to-end by producing clear service and product designs. Working within multidisciplinary teams, you’ll document “how we run services”, ensuring they are supportable, resilient, and able to adapt quickly as needs change.
At senior level, you’ll also provide IT Service Management (ITSM) consultancy, bringing subject matter expertise to resolve complex service issues and introduce measurable improvements. With user needs at the heart of everything, you’ll help deliver digital services that work better for citizens and colleagues.
What you’ll do
- Create and maintain Service Designs / Service Design Packages aligned to ITIL.
- Translate between non-technical stakeholders and technical teams to agree service outcomes and support models.
- Provide service architecture insight to Service Owners and delivery teams to improve service quality.
- Work across multiple projects and technologies, defining and designing support artefacts required for live running.
- Partner closely with Service Owners and Service Transition colleagues to take designs through approval and acceptance into service.
- Identify opportunities to improve service performance, reliability, and operational readiness.
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What we’re looking for (knowledge & experience)
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- Comfortable engaging with technology—able to question, learn quickly, and define constructs for new/evolving services.
- Demonstrable experience writing Service Design Packages aligned to the ITIL framework.
- Strong knowledge of service management concepts and techniques (design, transition, operation, continual improvement).
- Strong operational understanding of service supply chains.
- Experience working to tight timescales within a team environment.
- Ability to lead teams (virtual and co-located).
- Ability to influence senior stakeholders and drive decisions.
- Experience in service operating model design.
- Ability to write coherent, concise service documentation.
- Experience creating and negotiating SLAs.
- ITSM qualifications (e.g., ITIL, ISO20000) or equivalent relevant operational experience.
- Knowledge of IT security standards.
- Experience using ITSM toolsets (e.g., ServiceNow) to create/maintain service records.
- Knowledge of Common Service Data Model (CSDM) and service hierarchy concepts.
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