Service Management Architect

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Role summary

You will be responsible for transforming our current Service Management Framework by effectively designing, building and implementing a modern Service Management Operating Model with key focus on service excellence and high customer satisfaction. You will create an operating model that provides the right balance between control and agility to effectively operate Cloud and Digital technologies. This will include aspects of people, tools, processes, partners and financial viability to ensure the new technologies being introduced can be effectively supported and operated on an enduring basis.

Key responsibilities:

Transform our existing Service Management framework to be more agile whilst providing effective governance and control to support the business strategy of being faster, clearer and simpler as part of our Target operating Model workstream.

Design and implement a reusable Service Architecture for modern technologies such as Cloud, Microservices and ERP including processes, operating models and organization structures in line with the overall IT Strategy. 

Working closely with Enterprise Architecture to shape and influence IT Strategy from Service & Operations perspective by using your expertise in Service Management to provide thought leadership.

Create ‘to-be' operating models for all aspects of Service Management & Operations and prepare business cases to secure funding to transition from ‘as-is' operating models. These would include aspects such as the Service Desk, Service Management tooling, Operational Monitoring tooling, Process Automation, Infrastructure Operations, Application Support, SRE & Cloud DevOps, Monitoring Operations Centre, Deskside Support, Security Operations, etc.

Key Skills

Proven experience of transforming Service Management operating models and implementing a modern Service Management framework through effective thought leadership, preferably in a retail environment.

Strong experience of designing and implementing a ‘two-speed' IT Service Model to effectively manage Cloud and Digital technologies along with more traditional enterprise technologies 

Experience in implementing modern Service Management Frameworks which balances control with agility to enable faster route to market for the business whilst protecting the stability and reliability of the service.

Certified Agile Service Manager (CASM) or VeriSM or ITILv4

Benefits 

DCG Pension Plan 

Life Assurance 

Maximum bonus opportunity 

Onsite Gym & Discounted gym membership

Beyond that, we'll be with you every step of the way, enabling you to get the most out of your role. Training plans are a given, and you'll have access to additional e-learning resources to really see your career develop in the way you want. We're building a team that brings technology to people, making their lives better, easier and fuller, and you can be part of it.