As an ITSM Solutions Architect, you will play an important role in capturing requirements related to Service Management and creating solutions and/or operating models for customers. Your role will be instrumental, and you will play a key part throughout the Service Management life cycle; from developing a Strategy to Designing solutions, delivering outcomes, and continual improvement. Key to your success will be your broad range of long-standing and evidenced skills and experiences in both running a team and designing end-to-end solutions. You will be able to evidence building teams and work closely with subject matter experts across all aspects of services and technology disciplines and deliver technology solutions aligned to contracted services capabilities.
Main Responsibilities:
- Advise customers on the drivers for executing organizational change as well as adopting technologies.
- Advise customers on the adoption of agile methods of delivery and the impact on IT operations.
- Develop close working relationships with key stakeholders in our client's organization, becoming a trusted advisor to our customers.
- Lead, own, and support the pre-sales of digital and technology transformation solutions and services, including responses to large-scale and complex customer opportunities.
Strategy:
- Use strong business analytical skills to synthesise client issues into key challenges which need addressing.
- Have exceptional communication and presentation skills covering both technical and business concepts.
- Provide capabilities for assessing and selecting commercial off-the-shelf service management tools and products.
- Create a roadmap for Service Maturity, Transformation, and Improvement while bringing the client along the journey.
Design:
- Draw on strong stakeholder management and communication skills to gather requirements and to provide guidance on how to design and develop service management as a strategic asset.
- Help with the design of a Service Catalogue to enable IT to communicate effectively with the Business Consult on, Design, and Lead ITSM and SIAM frameworks working closely with tooling Architects.
- Process design, workflow simulation, performance improvements and helping to define key roles and responsibilities as part of (cloud) target operating model design.
- Create a roadmap for Service Maturity, Transformation, and Improvement while bringing the client along the journey.
- Lead and participate in solution delivery following common methodologies including Agile, waterfall, Dev/Ops, Jira Service Management/ServiceNow tooling.
Skills and Experience Required for the Ideal Candidate:
- You will have great communication and presentation skills and be able to articulate complex ideas and solutions to stakeholders at all levels.
- Extensive experience in IT consultancy, stakeholder management, and thought leadership.
- The ability to interpret customers business and technical requirements into IT services and solutions is essential.
- Excellent English communication skills, both written and verbal; a second major European language is a significant advantage.
- Enable client business outcomes through the delivery of change such as cost reduction, operational effectiveness, and embedding change and cultural adoption.
- The consultant will also support the development and extension of the Service Management practice and be keen to self-develop through training, attending workshops, and networking events.
- Supporting clients in the adoption of Service, Change, Incident, Problem & Asset Management, Artificial Intelligence (AI), and Automation to ensure IT service excellence is delivered.
- The role (which does not require experience in specific technologies, but a keen technical propensity for Service Management and a Consultancy background) will involve working on project-based engagements with clients.
- A proven background in implementing Target Operating Model (TOM) work.
- Capability maturity assessment and road mapping.
- ITIL Certification is preferable.
- Service Assurance
- Strong Knowledge of Cloud Services (AWS, Azure, GCP)
- Automation experience
- Service Definition
- ITSM Tooling Implementation (Jira Service Management, ServiceNow, BMC, etc)
