ITSM Service Architect

Position Overview

This is a hybrid position located in London, United Kingdom, with an expectation to travel 2‑3 days a week to CGI offices or client sites. Due to the secure nature of the programme, the successful candidate will need to hold UK Security Clearance or be eligible to obtain it.

As a Service Architect at CGI, you will design, assure, and optimise service solutions that shape how our clients deliver technology services across the UK. You will develop strategies, define operating models, and guide clients through the full service management lifecycle, ensuring solutions are practical, scalable, and outcome‑focused. You will take ownership of key engagements, collaborate closely with client stakeholders, and apply creativity to solve complex service challenges while being supported by a strong, experienced team.

You will also mentor junior consultants, share best practice, and contribute to a culture built on collaboration, curiosity, and continuous improvement. Your work will directly influence service excellence, operational resilience, and business transformation for a diverse client base.

• Lead & innovate: develop service management strategies and shape new service architectures aligned to client goals.
• Design & deliver: create SDPs, HLDs, and LLDs, ensuring clear, robust roadmaps for service delivery.
• Assure & optimise: review, assure, and enhance service designs using ITIL and industry best practice.
• Define & collaborate: work with stakeholders to articulate service requirements and integrate new solutions into operational environments.
• Develop & improve: assess and refine service processes, driving continuous improvement across tools, workflows, and operating models.
• Guide & support: mentor junior consultants and promote best practice across the advisory community.
• Shape & grow: contribute to business development by identifying opportunities and designing tailored service management solutions.

• Strong experience across the full service management lifecycle.
• Demonstrable expertise in service strategy and service design.
• ITIL Foundation certification (minimum).
• Experience in IT project management, process design, and improvement.
• Proven ability to assure service designs and provide constructive feedback.
• Strong stakeholder engagement and communication skills.
• Experience mentoring or coaching teams.
• Understanding of ITSM tooling (e.g., Service Now, BMC Remedy).
• Solid commercial awareness across SLAs, contracts, and multi‑supplier environments.

• Competitive salary
• Insurance coverage
• Medical benefits
• Pension plan
• Member Assistant Programme
• Check4
  
  Cancer
• Flexible time off
• Share Purchase Plan
• Member discounts
• Dental benefits
• Vision benefits
• Profit Participation Plan
• Health and Wellbeing Programme
• Private healthcare and share scheme (3.5% + 3.5% matching)