Public Sector | 13-8-2026

Service Architect

Location: London (hybrid working 60/40)

Duration: 6 months +

Vetting: SC secuirty clearance will be required

Essential

• Proven experience as a Service Architect and Service Designer in complex IT or infrastructure environments
• Strong working knowledge of ITIL service management principles
• Experience designing and implementing services within ServiceNow
• Demonstrated experience developing:
  • Service Design Packages
  • SLA /OLA / KPI frameworks
  • Multi-supplier service models
• Experience operating in project-to-BAU transition environments
• Experience designing end-to-end, user-centred service experiences, not solely process-based models
• Ability to translate user needs and operational challenges into practical service design improvements

 
Desirable

• Experience in network, connectivity or infrastructure services (WAN, satellite, SD-WAN, etc.)
• Experience working in UK Government or regulated environments
• Understanding of supplier governance and commercial frameworks
• Experience supporting NOC / monitoring capability integration
• Experience applying service design techniques (e.g. journey mapping, service blueprinting, user insight)
• Experience in high-availability or user-critical services where service experience is a key success factor

 
Ways of Working (Contractor Context)

• Operates as a specialist contingent resource delivering defined service design outcomes
• Works across Product, Delivery, Commercial and Service Management teams
• Engages stakeholders to co-design and validate service models
• Delivers artefacts at pace to support pilot, scale and transition phases
• Delivers high-quality artefacts at pace to support MVP, scale, and transition phases
• Promotes a collaborative, user-focused approach to service architecture and delivery

 
Key Deliverables

• MVP Service Model (Interim Mode)
• Full Service Design Package (Transition ? Final Mode)
• ServiceNow-aligned process design
• Final Service Model including supplier operating model and governance framework
• SLA /OLA / KPI / Experience reporting framework
• Service transition and take-on approach
• Service rehearsal and supporting artefacts
• Training materials, Knowledge Base Articles, and learning content
• Service Experience Definition (user journeys, principles, “what good looks like”)
• Service Performance & Experience Dashboard
• Service Improvement Roadmap aligned to experience outcomes

Our client operates hybrid working into London, occasional other client site visits may be required.

For further details please apply including full CV.

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