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Service Design Architect

Employer
Tech Mahindra
Location
Newcastle Upon Tyne, Tyne and Wear
Salary
400 GBP/DAY
Closing date
6 Dec 2019

View more

Clearance Level
SC
Sector
Information Technology
Job Type
Contract

Service Design Architect

Overview

The Service Design Architect is responsible for the design and development of the service management and delivery solution to support the delivery of new and changed services. The Service Architect role will align with the technical design output developed by the Chief Technology Officer (CTO) and work closely with the account-specific CTO during the Service Design phase of the solution.

Key Skills - Service Design Architect

Strong customer management and interpersonal skills and 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: - Service Design Architect

  • 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
  • Have operated throughout the entire lifecycle of a program or project
  • SC clearance or willingness to undergo vetting if required

Key Accountabilities - Service Design Architect

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

Service coherence and consistency.

Discipline Areas - Service Design Architect

  • Required to take a lead in the development of the Support Model and Service Wrap for any specific account service defined.
  • 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 modeling of those interfaces at the appropriate level of abstraction in the support model.
  • The role will be instrumental in fostering and maintaining good working relationships, in particular with operational teams and organizations supporting the services.
  • Required to represent services in continuous improvement, organizational design and internal informal benchmarking.

Responsibilities

  • Produce or support the production of service management documentation, ensuring that the authorized documents provide sufficient detail to enable Service Operations to impact the associated RFC.
  • Liaising with program management, service line, and customer to assure delivery of quality service products on time and to budget.
  • Together with the Service Lines, acting on feedback received from support teams concerning changes required for live operation. 
  • Planning for Service Operations, tooling, skills and volumes.
  • Collecting and aligning existing process artifacts and contributing to the development of a Service Architecture Framework.
  • Interacting with other Service discipline and line teams to ensure architectural conformance to process model and standards.
  • Creating support models to support solution development.
  • Identifying and fostering common service delivery patterns and common sub-processes.
  • Required Qualifications/Skills

Essential:

  • Client-facing skills at senior-level discussion, with the ability to communicate ideas and thoughts to senior executives
  • Detailed knowledge of service delivery concepts and techniques with a 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.

Desirable:

  • ITIL version 3 or greater
  • Experience of modeling techniques and tools – process, applications, data, and technology

Reports to:

Service Architect Team Lead

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