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Service Architect

  • Salary: Negotiable
  • Job type: Contract
  • Location: City of London, London
  • Sector: Other
  • Date posted: 12/03/2018
  • Job reference: J383062A

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Service Architect - ITIL V3, Service Architecture, Service Design, Modelling Techniques

Location: Central London

Duration: 6 Months

The ideal candidate will be SC cleared or eligible and willing to undergo the relevant checks.


The Service Architect is responsible for the design and development of the service delivery solution to support the delivery of new, and changes to, account services and offerings ensuring the appropriate Key Performance Indicators (KPI) and Performance Indicators (PI) are identified and applied for the service, and that the Service Catalogue is maintained where services are amended.

The role is responsible for capturing KPI, PI, process, tooling and any other requirements which will ensure the smooth-running of service operations.

Additionally the role is to ensure that this component of the solution is delivered to the defined KPI in a way which is cost-effective through-life and meets the requirements of the customer, including development, delivery, support, hardware and software.

Key Skills

Strong customer-management and interpersonal skills and an in-depth knowledge of the service design area.

The ability to express a pragmatic and thorough design, taking into account any conflicting priorities of the account and customer.

The ability to hold a large and diverse design team to a single agreed approach, and to ensure that there are no gaps between the various components.

The Service Architect must have:

  • A detailed knowledge of service delivery concepts and techniques.
  • A strong operational understanding of service supply chains
  • Experience of service design for major IT systems
  • The ability to write coherent, concise, and readable technical documentation

Key Accountabilities

The Service Architect will be responsible for all aspects through life of service design, ensuring that current live solutions meet requirements.

Service coherence and consistency.

Maintaining the Service Catalogue for new or amended services identified in the contract.

Discipline Areas

  • Required to take a lead in the development of the service model for the account.
  • The role will be pro-active and require a good logical modelling capability to address the predominantly physical focus of an Infrastructure programme.
  • The role will support other architects in the definition and management of interfaces, and take responsibility for the modelling of those interfaces at the appropriate level of abstraction in the service model.
  • The role will be instrumental in fostering and maintaining good working relationships, in particular with Service Operations supporting the services.
  • Required to represent services in continuous improvement, organisational design and internal informal benchmarking.


  • Produce or support the production of solution overview documentation, ensuring that the authorised documents provide sufficient detail to enable Service Operations to impact the associated RFC.
  • Liaising with programme management, service line and customer to assure delivery of quality service products on time and to budget.
  • Review and approval of Service Design and Service Definition Documents, ensuring that the Service can be accepted and that the Solution meets contractual SLAs and obligations
  • Together with the Service Lines, acting on feedback received from support teams concerning changes required for live operation.
  • Planning for Service Operations, encompassing KPI and PI alignment to the service, tooling, skills and volume
  • Collecting and aligning existing process artefacts and developing a Service Delivery Architecture Framework.
  • Interacting with other Service discipline and line teams to ensure architectural conformance to process model and standards.
  • Creating service models to support solution development.
  • Identifying and fostering common service delivery patterns and common sub-processes.

Required Qualifications/Skills


  • Client-facing skills at senior-level discussion, with the ability to communicate ideas and thoughts to senior executives
  • A detailed knowledge of service delivery concepts and techniques with strong operational understanding of service supply chains
  • Experience of service architecture and design for major IT systems
  • Self motivating, objective setting, and strong leadership skills
  • Negotiating, bringing consensus, with previous experience of running workshops
  • Team development and motivational skills
  • Written communications - clear technical writing and presentation.


  • ITIL version 3
  • Experience of modelling techniques and tools - process, applications, data and technology

Suitable candidates should submit their CV in the first instance.

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