Service Desk Architect

Overview

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:
• o Service Desk (L1)
• o Resolver Groups (L2/L3)
• o Application Support
• o Infrastructure & Network Teams
• o Security Operations
• o Cloud Providers
• o Third-Party Suppliers
• o 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.

Data Flows & Service Integration

• Define end-to-end operational data flows across:
• o ServiceNow/ITSM platforms
• o CMDB
• o Monitoring and Event Management tools
• o IAM platforms
• o Endpoint Management solutions
• o Security platforms
• o Cloud environments
• o 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.

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 such as Client.
• Understanding of operational resilience, regulatory controls, audit requirements, and outsourced service delivery models.