We are hiring Service Operations Architect (Service Desk/ITSM/End User Services/Workplace)
Location: Hybrid - 2-3 days in Sheffield Office
- Strong experience in IT Service Management, IT Operations, or Workplace Services to lead the design, transformation, and governance of target operating models (TOM) for enterprise Service Desk and End-User Support services.
- Proven experience in Financial Services or highly regulated banking environments (eg, Banking & Financial Domain), with deep knowledge of SIAM (Service Integration and Management), operational resilience, regulatory compliance, audit controls, and multi-supplier/outsourced delivery frameworks.
- Expertise in defining support tier boundaries (L1-L3), shared responsibility frameworks, RACI matrices, escalation pathways, and operational governance models including SLAs, OLAs, and Experience Level Agreements (XLAs).
- Hands-on architecture experience with ServiceNow (ITSM, Service Catalog, Workflows) and CMDB setup, maintenance, and data lineage mapping.
- Direct capability to architect end-to-end data flows and tool integrations connecting ITSM with IAM platforms (Access Control), Endpoint Management (Intune/SCCM), Monitoring & Event Management (AIOps, APM), SOC/Security Platforms, and Cloud Infrastructure (AWS/Azure).
- Demonstrated capability in driving ticket reduction, workflow automation, virtual agent deployment, AI-assisted agent support, and self-service portals to optimize operational efficiency and user experience.
Key Skills
Service Operations Architect/Service Desk/ITSM/End User Services/Workplace/Enterprise Service Management
Rate:
Not specified
Location:
Sheffield
IR35 Status:
Inside
Remote Status:
Hybrid
Industry:
IT
Seniority Level:
Not Specified