GIOS Technology
Service Operations Architect (Service Desk/ITSM/End User Services/Workplace)
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We are hiring Service Operations Architect (Service Desk/ITSM/End User Services/Workplace)
Location
Hybrid - 2-3 days in Sheffield Office
Role Overview
Strong experience in IT Service Management, IT Operations, or Workplace Services to lead the design, transformation, and governance of target operating models (TOM) for enterprise Service Desk and End-User Support services.
Required Experience
- Proven experience in Financial Services or highly regulated banking environments (e.g., Banking & Financial Domain), with deep knowledge of SIAM (Service Integration and Management), operational resilience, regulatory compliance, audit controls, and multi-supplier/outsourced delivery frameworks.
- Expertise in defining support tier boundaries (L1-L3), shared responsibility frameworks, RACI matrices, escalation pathways, and operational governance models including SLAs, OLAs, and Experience Level Agreements (XLAs).
- Hands-on architecture experience with ServiceNow (ITSM, Service Catalog, Workflows) and CMDB setup, maintenance, and data lineage mapping.
- Direct capability to architect end-to-end data flows and tool integrations connecting ITSM with IAM platforms (Access Control), Endpoint Management (Intune/SCCM), Monitoring & Event Management (AIOps, APM), SOC/Security Platforms, and Cloud Infrastructure (AWS/Azure).
- Demonstrated capability in driving ticket reduction, workflow automation, virtual agent deployment, AI-assisted agent support, and self-service portals to optimize operational efficiency and user experience.
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- Service Operations Architect
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