Service Management Architect

Experis - ManpowerGroup; Manchester; On-site; GBP 80,000 - 100,000

Job description

Role Title: Service Management Enterprise Architect

Location: Chester - 2 to 3 days per week on site

Rate: £750 to £850 via umbrella company

Length: Initial 3 months with strong potential for extension

We are seeking an experienced Service Management Architect to lead the design, implementation, and optimization of our enterprise-wide service management framework. The ideal candidate will have a deep understanding of ITIL (Information Technology Infrastructure Library) and other service management methodologies, with proven experience in large-scale, complex enterprise environments.

This role requires strong expertise in DevOps practices and the ability to integrate service management processes into a fast-paced, automated, and cloud-based environment. The Service Management Architect will define service strategies, establish best practices, and drive continuous improvement to enhance service delivery, system reliability, and customer satisfaction at an enterprise level.

Key Responsibilities:

Service Strategy and Design:

• Develop and implement a comprehensive Service Management Strategy aligned with enterprise-wide business goals and DevOps practices.
• Design and document scalable service management processes (Incident, Problem, Change, Release, etc.) based on ITIL best practices.
• Ensure that service management processes are fully integrated with CI/CD pipelines and DevOps workflows.
• Lead the development and maintenance of an enterprise-wide Service Catalog to support business and operational requirements.

Process Implementation and Optimization:

• Drive the enterprise-wide implementation of ITSM platforms (e.g., ServiceNow, BMC Remedy, Cherwell) to support DevOps and cloud-based environments.
• Develop and maintain automated service management processes that align with DevOps principles.
• Ensure consistent execution of service management processes across all business units and geographies.
• Identify and implement automation opportunities to increase efficiency, reduce operational risk, and improve system reliability.

DevOps and Automation:

• Integrate service management with CI/CD pipelines and DevOps toolchains.
• Ensure that service incidents and problems are managed in real-time with automated remediation processes.
• Design and implement service health monitoring, observability, and alerting solutions that support DevOps scalability.
• Collaborate with DevOps teams to define and maintain service-level objectives (SLOs) and error budgets.

Governance and Compliance:

• Establish and maintain an enterprise-level service management governance framework.
• Ensure compliance with service management policies and procedures across the organization.
• Conduct regular audits and assessments to identify gaps and drive continuous improvement in a DevOps-enabled environment.

Required Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 10+ years of experience in IT Service Management, including at least 5 years in a strategic or architectural role at an enterprise level.
• Strong knowledge of ITIL v4 framework (ITIL certification preferred).
• Proven experience working with large-scale ITSM platforms (e.g., ServiceNow, BMC Remedy, Cherwell) in a complex enterprise environment.
• 5+ years of experience in a DevOps environment with hands-on knowledge of CI/CD pipelines, automation, and monitoring tools (e.g., Jenkins, GitLab, Kubernetes, Terraform, Ansible).
• Experience integrating service management with DevOps processes and cloud-based infrastructure (AWS, Azure, GCP).
• Strong analytical and problem-solving skills with a focus on improving operational efficiency at scale.
• Excellent leadership, communication, and stakeholder management skills.

Preferred Qualifications:

• Master's degree in a related field.
• Experience working in large, multinational, or highly regulated industries.
• Certification in COBIT or other IT governance frameworks.
• Experience with cloud-native service management solutions and microservices architecture.
• Familiarity with SRE (Site Reliability Engineering) principles and practices.