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Service Desk Analyst
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Role Title: Service Desk Architect
Contract: TBC
Location: Sheffield. Hybrid 3 days per week onsite
Rate: up to £577.76 p/d Umbrella inside IR35
Role purpose / summary
Lead the design and transformation of Service Desk and End User Support services across a complex multi-supplier banking environment. Define service operating models, support architectures, shared responsibility frameworks, service integrations, and operational data flows to improve service quality, resilience, user experience, and governance.
Key Responsibilities
Service Architecture
- Define the Service Desk target operating model, architecture standards, and transformation roadmap.
- Design scalable, resilient, and secure support services aligned to business and technology strategies.
- Define support tiers, escalation models, service boundaries, and operational governance.
Shared Responsibility Model
- Design and maintain accountability frameworks across:
- Service Desk (L1)
- Resolver Groups (L2/L3)
- Application Support
- Infrastructure & Network Teams
- Security Operations
- Cloud Providers
- Third-Party Suppliers
- Service and Business Owners
- Develop RACI matrices, escalation paths, and supplier operating models.
- Ensure clear ownership for incidents, service requests, problems, changes, knowledge, and service performance.
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Data Flows & Service Integration
- Define end-to-end operational data flows across:
- ServiceNow / ITSM platforms
- CMDB
- Monitoring and Event Management tools
- IAM platforms
- Endpoint Management solutions
- Security platforms
- Cloud environments
- Business applications
- Design integrations that improve automation, service visibility, reporting, and operational efficiency.
- Establish data ownership, governance, lineage, and data quality controls.
- Eliminate operational silos and improve end-to-end service observability.
Service Integration & Governance
- Design service integration frameworks across multiple suppliers and internal support teams.
- Establish KPIs, SLAs, OLAs, XLAs, reporting, and governance models.
- Support service transitions, operational readiness, and continual service improvement initiatives.
Automation & AI
- Identify opportunities for self-service, virtual agents, workflow automation, AI-assisted support, and ticket reduction.
- Drive improvements in user experience and operational efficiency through automation.
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Essential Experience
- 8+ years in Service Management, Service Desk Architecture, IT Operations, or Workplace Services.
- Strong experience designing enterprise-scale Service Desk operating models.
- Experience within SIAM / multi-supplier environments.
- Expertise in shared responsibility models and service ownership frameworks.
- Strong understanding of operational data flows, service integration, and governance.
- Hands-on experience with ServiceNow, CMDB, monitoring tools, IAM, endpoint management, and cloud support models.
- Excellent stakeholder management and communication skills.
- Experience within Financial Services or highly regulated environments preferred.
Preferred
- Experience working with global banking organisations.
- Understanding of operational resilience, regulatory controls, audit requirements, and outsourced service delivery models.
All profiles will be reviewed against the required skills and experience. Due to the high number of applications we will only be able to respond to successful applicants in the first instance. We thank you for your interest and the time taken to apply!
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