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ITSM Architect / Designer
Job Posted: 3 hours ago
Salary: £ 75,000 - 80,000 / Annum
Job Type: Permanent
Location: London
Expire in: a month
Job Description
ITSM Architect / Designer
Location: London (Hybrid, 3 days a week in office)
Salary: £75,000 - £80,000 + Benefits
Mentmore is exclusively partnered with a leading organisation based in London to recruit a forward-thinking ITSM Architect. This is a key role in shaping how technology services are designed, delivered, and evolved to meet operational goals and business needs.
The Role
Reporting to the Technology Platform Director, you will be responsible for architecting service models that ensure the efficient and reliable delivery of technology services across the organisation. You'll work cross-functionally with platform owners, service managers, and engineering teams to ensure operational readiness and full lifecycle support is embedded in service design.
Key Responsibilities
Service Architecture Design: Create end-to-end service architectures for both new and existing technology services, ensuring alignment with enterprise standards, scalability, and operational efficiency.
Service Modelling: Translate business and technical requirements into detailed service models, including SLAs, KPIs, support structures, and operational processes.
Collaboration: Partner with Solution Architects, Product Owners, Platform Owners, Service Managers, and Engineers to embed lifecycle support into service design.
Standardisation: Drive the development and standardisation of service design templates, documentation, and governance processes.
Operational Readiness: Ensure all services are evaluated for operational readiness before being transitioned into live environments.
Capability Gap Analysis: Assess current service capabilities versus proposed requirements, identifying gaps and recommending improvements or innovations.
Governance Participation: Represent service architecture in change advisory boards, governance forums, and design reviews.
Framework Development: Contribute to the evolution of service design methodologies and best practices, such as ITIL and TOGAF.
Service Catalogue & CMDB: Support the ongoing development of the service catalogue and configuration management database (CMDB) architecture.
Skills & Experience Required
Essential:
Proven experience in IT service architecture, ITSM, or service design roles within complex enterprise environments.
Strong understanding of ITIL v4 principles and how to apply them in real-world service design and operations.
Working knowledge of enterprise architecture frameworks, particularly TOGAF.
Experience designing services in cloud, hybrid, and on-premise environments.
Ability to define and implement detailed service models including governance, roles, and performance metrics.
Excellent stakeholder engagement and communication skills.
Strong documentation skills, with experience producing high-quality service design artefacts.
Desirable:
ITIL v4 or TOGAF certification.
Hands-on experience with ITSM platforms such as Freshworks, BMC Helix, or similar.
Familiarity with Agile, DevOps, and CI/CD methodologies.
Qualifications:
Relevant professional certifications in IT Service Management or Enterprise Architecture are highly desirableBefore You Apply
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