Location: London (hybrid working 60/40)
Duration: 6 months +
Vetting: SC secuirty clearance will be required
Essential
- Proven experience as a Service Architect and Service Designer in complex IT or infrastructure environments
- Strong working knowledge of ITIL service management principles
- Experience designing and implementing services within ServiceNow
- Demonstrated experience developing:
- Service Design Packages
- SLA /OLA / KPI frameworks
- Multi-supplier service models
- Experience operating in project-to-BAU transition environments
- Experience designing end-to-end, user-centred service experiences, not solely process-based models
Ability to translate user needs and operational challenges into practical service design improvements
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Desirable
- Experience in network, connectivity or infrastructure services (WAN, satellite, SD-WAN, etc.)
- Experience working in UK Government or regulated environments
- Understanding of supplier governance and commercial frameworks
- Experience supporting NOC / monitoring capability integration
- Experience applying service design techniques (e.g. journey mapping, service blueprinting, user insight)
Experience in high-availability or user-critical services where service experience is a key success factor
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Ways of Working (Contractor Context)
- Operates as a specialist contingent resource delivering defined service design outcomes
- Works across Product, Delivery, Commercial and Service Management teams
- Engages stakeholders to co-design and validate service models
- Delivers artefacts at pace to support pilot, scale and transition phases
- Delivers high-quality artefacts at pace to support MVP, scale, and transition phases
Promotes a collaborative, user-focused approach to service architecture and delivery
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Key Deliverables
- MVP Service Model (Interim Mode)
- Full Service Design Package (Transition ? Final Mode)
- ServiceNow-aligned process design
- Final Service Model including supplier operating model and governance framework
- SLA /OLA / KPI / Experience reporting framework
- Service transition and take-on approach
- Service rehearsal and supporting artefacts
- Training materials, Knowledge Base Articles, and learning content
- Service Experience Definition (user journeys, principles, “what good looks like”)
- Service Performance & Experience Dashboard
- Service Improvement Roadmap aligned to experience outcomes
Our client operates hybrid working into London, occasional other client site visits may be required.
For further details please apply including full CV.
