IT Service Management Process Architect

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Base

Location:

Havant, Reading, Glasgow

Salary: £51,000 - £75,100 + a range of benefits to support your finances, wellbeing and family.

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 industry best‑practice.

The IT Service Management Process Architect plays a key role in developing this framework by designing and maintaining the tooling‑aligning Service Management process and capability architectures, ensuring seamless process integration across the service value chain. Working closely with stakeholders from across the enterprise, this role aligns the architectures with the customer journey(s), control points, governance forums, and key areas of measurement;

so that end‑to‑end performance and the associated digital experience can be identified and enhanced.

• 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. Work collaboratively to define the target state architecture and required capability model in line with strategic requirements, creating architectural roadmaps suitable for phased implementation. Provide guidance and support in low‑level process design detail as required, advocating Service Management best practice, and encouraging innovation.
• Describe how Service Management tooling and data support and enable process(es), working collaboratively to develop integrated roadmaps that ensure alignment between process and tooling, limiting both process and technical debt to maximise investment.
• Illustrate how process(es) and capabilities work together across the value chain; incorporating control points, governance forums, and key areas of measurement into the architectural model(s). Articulate how the connection and interaction between processes support and enable end‑to‑end delivery and management of services, focusing on how key business outcomes are achieved.
• Work cross‑functionally to describe the ways in which Delivery Verticals (‘Towers’) interface with the overall end‑to‑end value chain; creating patterns to illustrate the various models, including the key points of process interaction. Support the design of standards, patterns and processes that integrate Services and Suppliers into the wider Service Management ecosystem; ensuring these integration patterns work towards enabling a ‘single pane of glass’ that can be used to both enhance collaboration, performance and the overall ‘digital experience’.
• Play a key role in assessing requests for change to Service Management processes and products in line with current and target‑state architecture(s). Coordinate new or changes to Service Management architectural designs/solutions/processes to ensure interoperability and that benefits/impact(s) are assessed for presentation and approval via Service Management Design Authority.

• Ability to understand the long‑term ("big picture") business strategy and goals, along with short‑term perspectives of situations.
• Deep understanding of Service Management Processes & Frameworks (e.g. ITIL), with an understanding of Service Integration and Management (SIAM) principles.
• Knowledge of Service Management Tooling (e.g. Service Now) and an awareness of Service Management Data Models and Taxonomy (e.g. CSDM, TBM).
• Ability to present complex information in a simplified way for presentation with various stakeholders.
• Ability to effectively manage challenge / issue resolution with a positive and flexible attitude.

Enjoy discounts on private healthcare and gym memberships, wellbeing benefits like a free online GP and 24/7 counselling service, interest‑free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. Generous family entitlements such as maternity and adoption pay, and paternity leave.

SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.

Start your online application using the Apply Now box on this page. We only accept applications made online. We'll be in touch after the closing date to let you know if we'll be taking your application further. If you're offered a role with SSE, you'll need to complete a criminality check and a credit check before you start work.