AI ITSM Platform Architect(ServiceNow experience)
Posted 3 days ago by Intellias
Negotiable
Undetermined
Undetermined
United Kingdom
Summary: The role of AI ITSM Platform Architect focuses on designing and scaling next-generation managed services with an emphasis on AI-enabled IT service management (ITSM) and intelligent business operations. The position involves shaping market-ready service offerings, defining AI's impact on service management, and articulating value to enterprise clients. The architect will influence service delivery models, pricing strategies, and market positioning while collaborating with various teams to ensure commercial viability. This role requires extensive experience in IT services and a strategic mindset to navigate complex service environments.
Key Responsibilities:
- Shape and evolve the AI-enabled ITSM and Business Process Operations service offering, from concept to market-ready portfolio
- Design next-generation managed services models, including predictive, preventive, and AI-augmented operations
- Define service structures and packaging aligned with enterprise client needs
- Develop pricing approaches and financial models for managed services, including cost-to-serve, margin scenarios, and automation impact
- Partner with Finance to ensure offerings are commercially viable, scalable, and margin-positive
- Define market positioning and value propositions for AI-powered ITSM and operations services
- Collaborate with AI, ITSM, delivery, and pre-sales teams to align strategy, roadmap, and go-to-market messaging
- Act as a strategic advisor on ITSM, operations transformation, and service economics for internal stakeholders
Key Skills:
- 15+ years of experience in IT services, managed services, or operations/ITSM consulting
- Deep expertise in ITSM and Business Process Operations, including service delivery and operating models
- Strong understanding of managed services commercials, pricing models, and financial modeling
- Proven experience designing or shaping service offerings, not just delivering them
- Ability to translate operational capabilities into clear, sellable value propositions
- Experience working with enterprise-scale clients and complex service environments
- Strong business acumen with the ability to engage confidently with senior stakeholders (IT, operations, finance)
- Strategic mindset, structured thinking, and comfort working with ambiguity
Salary (Rate): undetermined
City: undetermined
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
You will join a strategic initiative focused on designing and scaling next-generation managed services offerings, with a strong emphasis on AI-enabled ITSM and intelligent business operations. The project is centered on shaping a market-ready service offering – defining how AI transforms service management, how these services are positioned for enterprise clients, and how they are priced and commercialized. This role offers a unique opportunity to influence what we sell, how we sell it, and how value is articulated to large enterprise customers.
Requirements:
- 15+ years of experience in IT services, managed services, or operations/ITSM consulting
- Deep expertise in ITSM and Business Process Operations, including service delivery and operating models
- Strong understanding of managed services commercials, pricing models, and financial modeling
- Proven experience designing or shaping service offerings, not just delivering them
- Ability to translate operational capabilities into clear, sellable value propositions
- Experience working with enterprise-scale clients and complex service environments
- Strong business acumen with the ability to engage confidently with senior stakeholders (IT, operations, finance)
- Strategic mindset, structured thinking, and comfort working with ambiguity
Responsibilities:
- Shape and evolve the AI-enabled ITSM and Business Process Operations service offering, from concept to market-ready portfolio
- Design next-generation managed services models, including predictive, preventive, and AI-augmented operations
- Define service structures and packaging aligned with enterprise client needs
- Develop pricing approaches and financial models for managed services, including cost-to-serve, margin scenarios, and automation impact
- Partner with Finance to ensure offerings are commercially viable, scalable, and margin-positive
- Define market positioning and value propositions for AI-powered ITSM and operations services
- Collaborate with AI, ITSM, delivery, and pre-sales teams to align strategy, roadmap, and go-to-market messaging
- Act as a strategic advisor on ITSM, operations transformation, and service economics for internal stakeholders