Job Description

We're looking for a highly experienced ITSM Architect to lead the design and delivery of enterprise-grade IT Service Management solutions for clients across multiple sectors. This role is ideal for someone with a deep understanding of ITSM frameworks, hands-on technical expertise, and a passion for driving operational improvement and governance excellence.
As an ITSM Architect, you will lead the implementation of ITSM platforms, manage small delivery teams, and advise clients on best practices to ensure scalable, efficient, and compliant service processes.
Key Responsibilities
Process Design & Implementation

• Lead the design and implementation of ITSM processes aligned with ITIL, COBIT, or ISO/IEC 20000 frameworks
• Configure and deploy ITSM platforms tailored to client-specific requirements
• Lead a small internal delivery team when required to support larger implementations
• Develop and optimise end-to-end service workflows across key ITSM functions
• Integrate ITSM solutions with a range of operational systems including SNMP pollers, CRMs, databases, and dispatch tools
• Deliver best practice consultancy and process maturity assessments

Client Engagement

• Collaborate closely with clients to understand their strategic objectives and technical requirements
• Lead workshops, solution presentations, and training sessions to ensure effective adoption and value delivery

Continuous Improvement

• Analyse IT service performance metrics to identify areas for improvement
• Recommend and implement enhancements to service delivery, automation, and operational governance

Project Leadership

• Lead ITSM projects from design through to deployment
• Coordinate with cross-functional teams to ensure successful and timely delivery
• Manage project risks, timelines, and budgets

Compliance & Governance

• Ensure IT service processes meet relevant compliance standards and internal governance frameworks
• Conduct audits and provide ongoing guidance to ensure alignment and operational integrity

People Leadership

• Provide line management and mentorship to ITSM Consultants involved in project delivery

What We're Looking For

• Bachelor's degree in IT, Computer Science, or a related field
• Advanced certifications in ITIL, COBIT, or other relevant ITSM frameworks
• Vendor certifications in leading ITSM platforms (e.g. ServiceNow, Ivanti, Helix ITSM, EasyVista)
• 10+ years' experience in ITSM implementation, configuration, and integration across diverse platforms
• Strong consulting background with the ability to capture requirements and deliver high-quality documentation and presentations
• Expertise in cross-platform integration including SNMP pollers, CRM systems, database structures, and dispatch tools
• Proven experience in designing and implementing automated workflows
• Solid project management capabilities with a track record of successful delivery
• Excellent communication, stakeholder engagement, and leadership skills
• Strong technical background, particularly in SQL and reporting