IT Service Management Process Architect

SSE plc Glasgow, Scotland, United Kingdom

Base

Location:

Havant, Reading, Glasgow
Salary: £51,000 - £75,100
Working Pattern: Permanent | Full Time | Flexible First options available

This role forms part of the Service Strategy & Performance team who design, develop and deliver a tooling‑aligned Service Management framework with a focus on enhancing the end‑to‑end service value chain (‘the digital experience’) in line with ITIL and SIAM best practice.

• Lead the facilitation required to define, design and develop the IT Service Management process and capability architectures, ensuring that processes work seamlessly together to enhance end‑to‑end digital experience; create architectural roadmaps for phased implementation.
• Describe how Service Management tooling and data support and enable process(es), develop integrated roadmaps that align process and tooling to maximise investment and minimise technical debt.
• Illustrate how process(es) and capabilities work together across the value chain, incorporating control points, governance forums and key measurement areas into the architectural model(s).
• Work cross‑functionally to model how Delivery Verticals (‘Towers’) interface with the overall value chain, producing patterns that enable a ‘single pane of glass’ dashboard for collaboration and performance.
• Assess requests for change to Service Management processes and products, coordinate new or changed designs with stakeholders to ensure interoperability and benefit assessment via the Service Management Design Authority.

• Ability to understand long‑term business strategy and short‑term operational perspectives.
• Deep understanding of Service Management Processes & Frameworks (e.g., ITIL) and SIAM principles.
• Knowledge of Service Management tooling (e.g., Service Now) and data models such as CSDM, TBM.
• Ability to present complex information in a simplified manner for diverse stakeholders.
• Strong challenge/issue resolution skills with a positive and flexible attitude.

SSE has a bold ambition – to be a leading energy company in a net‑zero world. We invest around £10 million a day in home‑grown energy to power a cleaner, more secure future, build the world’s largest offshore wind farm and transform the grid to deliver greener electricity to millions. Our IT division powers growth across all SSE business areas, providing expertise, advice and day‑to‑day support in emerging technologies, data and analytics, cyber‑security and more.

Flexibility benefits include discounts on private healthcare and gym memberships, wellbeing benefits such as a free online GP and 24/7 counselling service, interest‑free loans on tech and transport season tickets, a Cycle to Work scheme, generous family entitlements (maternity, adoption, paternity leave).

SSE will make any reasonable adjustments you need to ensure a positive application experience. Contact  /  to discuss support. We’re dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive and we welcome applications from under‑represented groups.

Ready to apply? Start your online application using the Apply Now box on this page. We only accept applications made online. If you’re offered a role, you’ll need to complete a criminality check and a credit check before you start work.