Senior Service Design Architect

ITIL, Design Thinking, Business Analysis, SIAM, SLCM, ServiceNow, Process Mapping, M365 suite, AI enabled knowledge (ChatGPT, Copilot, Claude, etc.)

Are you ready to take the next step in your career?
The primary responsibility of the Senior Service Design Architect is to execute the relevant business unit strategy through the development of sustainable, scalable, best practice service offers. Senior Service Design Architects work with Service Offer / Portfolio Management to define and scope new services and service capabilities. They interact with key stakeholders including Sales, Delivery, Platform and our business clients, to ensure that the design of services will meet the real needs of clients across a global marketplace.

Designs, develops and manages activities for a specific product or group of products from product definition and planning through production, release, and end of life. Serves as the central resource with design, process, architecture, test, and commercials (cost recovery) as the product(s) move to production and delivery. Involvement lasts throughout all stages of a product’s lifecycle including modifications, upgrades and maintenance of the product or product line.
What you'll be doing
Key Roles and Responsibilities:
• Design and development of paper prototypes for review with clients and stakeholders to ensure scope and definition is feasible and viable.
• Documenting Internal Service Definitions for new service offers and service capabilities.
• Facilitating ideation and design workshops to validate needs, and identify solution designs at a process, platform an organisation level.
• Coordinating with other architects, designers and subject matter experts responsible for detailed solution designs.
• Ensuring that designs meet the common and specific design principles to be applied to a service.
• Leverage best practices in design thinking, scaled agile, ITIL, security – to design best-of-breed service solutions.
• Conceptualise designs by conducting detailed analysis of service design and architecture frameworks, to ensure the design is fit for purpose and meets client requirements.
• Analyse pre-sales concepts and influence design decisions to ensure that they are operable, maintainable, scalable and robust through an end to end lifecycle.
• Plan design activities in detail, making sure that all relevant aspects and client requirements are considered during service design, specifies any technical infrastructure to be created, as well as required organisational changes.
• Responsible for producing and maintaining all design documentation including blueprints and produce a service design model which is delivered to the transition phase and contains all the necessary details for all phases of the life cycle.
• Build out service cost models that reflect all cost aspect of the service constructs (incl. vendor agreements, licencing, support models, infrastructure etc.)
• Assesses architecture components and validates and verifies technical models to ensure risks are minimised and technical service designs are rolled out within the agreed service levels (SLA’s) and operating levels (OLA’s) and are fit for purpose.
• Share their expertise to the larger service development organisation on design thinking and scaled agile frameworks.
Knowledge, Skills and Attributes:
• A good understanding of the vast range of IT operations and NTT service offerings
• Knowledge and understanding of IT industry environment and business needs
• Strong relationship management and demonstrated collaborative skills in working with internal and external business leaders and stakeholders
• Strong communication skills (verbal and written) coupled with good questioning skills
• An expert in the design of procedures and technical features required to fulfill all the elements relevant to the service
• Demonstrated expertise on design thinking and scaled agile frameworks.
• Demonstrate good documentation skills, in particular business requirements
• Strong analytical and research skills
• Assertive in approach coupled with confidence in area of expertise and the ability to facilitate business conversations
• Exhibit growing knowledge and passion for area specialization
• Good client relationship building and engagement skills
• Ability to persuade, negotiate and influence key stakeholders
• A go-getter with the ability to work in high-pressure situations
• Good conceptual insight and ability to think strategically
• Ability to establish and manage processes and practices through collaboration and the understanding of business
• Ability to manage assigned work processes
• Service orientated individuals who are able to create client value whilst maintaining profitable business results
Academic Qualifications and Certifications:
• Typically requires significant related experience with a Bachelor’s or equivalent degree
• Leading SAFe
• ITIL Foundation Certificate V3 (ITIL-Fv3) or equivalent
• Certified in human-centred design/design thinking will be an advantage
Required Experience:
• Sound experience working in an Information Technology environment, particularly within IT Operations
• Moderate level of relevant experience in similar role within a related environment
• Previous experience in Operations Architecture, Service Architecture, or Pre-sales Consulting role related to outsourced services
What would make you a good fit for this role?
Standard career level descriptor for job level:
• Have wide-ranging experience
• Uses professional concepts and company objectives to solve complex issues in creative ways
• Networks with others outside own area of expertise
• Exercises judgment in selecting methods, techniques and evaluation criteria to obtain results
• May coordinate others’ activities
• Typically requires significant related experience with a Bachelor’s or equivalent degree