Solution Architect - IT Service Management

Key Responsibilities

• Support live services against SLAs, OLAs, and operational KPIs.
• Govern technical changes, ensuring compliance and risk management.
• Support incident, problem, change, and release management activities.
• Identify and mitigate operational and service risks.
• Collaborate with delivery teams, service functions, and third-party suppliers.
• Maintain service architecture documentation and configuration management controls.
• Drive service stability, resilience, and continuous improvement initiatives.

Required Experience

• Proven experience in Solution Architecture and IT Service Management environments.
• Strong knowledge of ITIL processes, including Incident, Problem, and Change Management.
• Experience supporting complex live production systems.
• Strong stakeholder management and communication skills.
• Ability to manage service risks, issues, and escalations.
• ITIL Certification (Foundation or higher).

Desirable

• Experience working within multi-vendor environments.
• Knowledge of ServiceNow or similar ITSM platforms.