Service Introduction Designer / Architect

Service Introduction Designer / Architect

Posted 7 days ago by Experis

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Negotiable
Inside
Onsite
London
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Access Controls Automation Change Management Endpoint Management Identity And Access Management Information Technology Infrastructure Library IT Service Management Key Performance Indicators (KPIs) Lifecycle Management Management Microsoft Azure Multi-Factor Authentication Pluggable Authentication Module (PAM) Service Design Service transition Stakeholder Engagement Stakeholder Management Virtual Desktops Workflows

Summary: The Service Introduction Designer / Architect is responsible for designing and delivering the service framework for a global Azure Virtual Desktop (AVD) solution. This role involves defining operational models, creating workflows, and ensuring alignment with ITIL and enterprise processes. The position requires collaboration with various teams to embed governance and compliance while acting as a subject matter expert across technology and business units.

Key Responsibilities:

  • Define the end-to-end service wrapper for AVD, including SLAs, support tiers, service catalogue entries, runbooks, and operational guidelines.
  • Create and document JML workflows, provisioning processes, access controls, and operational procedures aligned with ITSM standards.
  • Lead Service Transition, ensuring support teams (L1-L3) are trained and operationally ready.
  • Develop workflows for incident, problem, request, and change management relating to the AVD platform.
  • Work with engineering, identity, automation, and security teams to embed governance, monitoring, and compliance requirements.
  • Align service design with ITIL, Azure best practices, and organisational governance.
  • Act as service SME, engaging stakeholders across technology, operations, and business units.

Key Skills:

  • Strong understanding of Azure Virtual Desktop, Azure core services, identity and access management, and enterprise endpoint management.
  • Proven experience designing or managing enterprise service models and operational workflows.
  • Knowledge of ITIL v4 and experience with service transition/service introduction.
  • Experience formalising JML processes in large organisations.
  • Excellent documentation, communication, and stakeholder engagement skills.

Salary (Rate): undetermined

City: London

Country: United Kingdom

Working Arrangements: on-site

IR35 Status: inside IR35

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:

Job Title: Service Introduction Designer / Architect

Start Date: ASAP

Contract: 3 Month Rolling

IR35 Status: Inside

Location: London (Office attendance as required for workshops/key sessions)

Job Description

Purpose

Design and deliver the service framework and operational model for a new global Azure Virtual Desktop (AVD) solution, ensuring it is scalable, supportable, and integrated with enterprise processes such as Joiner-Mover-Leaver (JML).

Key Responsibilities

  • Define the end-to-end service wrapper for AVD, including SLAs, support tiers, service catalogue entries, runbooks, and operational guidelines.
  • Create and document JML workflows, provisioning processes, access controls, and operational procedures aligned with ITSM standards.
  • Lead Service Transition, ensuring support teams (L1-L3) are trained and operationally ready.
  • Develop workflows for incident, problem, request, and change management relating to the AVD platform.
  • Work with engineering, identity, automation, and security teams to embed governance, monitoring, and compliance requirements.
  • Align service design with ITIL, Azure best practices, and organisational governance.
  • Act as service SME, engaging stakeholders across technology, operations, and business units.

Required Skills & Experience

  • Strong understanding of Azure Virtual Desktop, Azure core services, identity and access management, and enterprise endpoint management.
  • Proven experience designing or managing enterprise service models and operational workflows.
  • Knowledge of ITIL v4 and experience with service transition/service introduction.
  • Experience formalising JML processes in large organisations.
  • Excellent documentation, communication, and stakeholder engagement skills.

Desirable

  • Experience working in global retail or large distributed environments.
  • Familiarity with ITSM platforms.

Success Measures

  • A fully operational AVD service with defined processes, governance, and support models.
  • Streamlined, automated JML workflows supporting secure and efficient user lifecycle management.
  • Support teams enabled and confident to run AVD at scale.
  • Clear documentation and measurable service KPIs in place.

Extra Information

Need someone that has experience across the identity space i.e. PAM / IGA / AD / Remote Access / MFA etc.

Role Purpose

Support service introduction across the Identity & Access Management portfolio, addressing delivery capacity constraints.

Enable timely rollout of multiple identity initiatives beyond current resourcing limits.

Key Initiatives / Scope

  • MFA / YubiKey service introduction
  • Identity Governance
  • OnePassword
  • ADDR
  • Broader identity and access initiatives within the portfolio

If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.

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