Job Description:

Service Design Architect

Overview

The Service Design Architect is responsible for the design and development of the service management and delivery solution to support the delivery of new and changed services along with ensuring that the Service Catalogue is maintained where services are amended. The Service Architect role will align to the technical design output developed by the Chief Technology Office (CTO) and work closely with the account specific CTO during the Service Design phase of the solution.

Key Skills

Strong customer management and interpersonal skills and an in-depth knowledge of the service design area.

The ability to express a pragmatic and thorough design, taking into account any conflicting priorities of the account and customer.

The ability to hold a large and diverse design team to a single agreed approach, and to ensure that there are no gaps between the various components.

The Service Architect must have:

A detailed knowledge of service delivery concepts and techniques.A strong operational understanding of service supply chainsExperience of service design for major IT systemsThe ability to write coherent, concise, and readable technical documentationSC clearance, as a minimum.

Key Accountabilities

The Service Architect will be responsible for all aspects of service design, ensuring that current live solutions meet requirements.

 Service coherence and consistency.

Maintaining the Service Catalogue for new or amended services identified in the contract.

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Discipline Areas

Required to take a lead in the development of the support model for any specific account that may be assigned.

The role will be pro-active and require a good logical modelling capability to address the predominantly physical focus of an Infrastructure programme.

The role will support other architects in the definition and management of interfaces and take responsibility for the modelling of those interfaces at the appropriate level of abstraction in the support model.

The role will be instrumental in fostering and maintaining good working relationships, in particular with Service Operations supporting the services.

Required to represent services in continuous improvement, organisational design and internal informal benchmarking.

Responsibilities

Produce or support the production of service management documentation, ensuring that the authorised documents provide sufficient detail to enable Service Operations to impact the associated RFC.

Liaising with programme management, service line and customer to assure delivery of quality service products on time and to budget.

Together with the Service Lines, acting on feedback received from support teams concerning changes required for live operation. 

Planning for Service Operations, tooling, skills and volumes.

Collecting and aligning existing process artefacts and contributing to the development of a Service Architecture Framework.

Interacting with other Service discipline and line teams to ensure architectural conformance to process model and standards.

Creating support models to articulate solution Support.   

Identifying and fostering common service delivery patterns and common sub-processes.

Required Qualifications/Skills

Essential:

Client-facing skills at senior-level discussion, with the ability to communicate ideas and thoughts to senior executivesA detailed knowledge of service delivery concepts and techniques with strong operational understanding of service supply chainsExperience of service architecture and design for major IT systemsSelf-motivating, objective setting, and strong leadership skillsNegotiating, bringing consensus, with previous experience of running workshopsTeam development and motivational skillsWritten communications – clear technical writing and presentation.

Desirable:

ITIL version 3-4Experience of modelling techniques and tools – process, applications, data and technology

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