Service Desk Architect
3 days ago
Sheffield
Whitehall Resources are looking for a Service Desk Architect. This role is hybrid working with 3 days per week onsite in Sheffield, and the remainder remote working, for an initial 6 month contract. *INSIDE IR35* • Lead the design and transformation of Service Desk and End User Support services across a complex multi-supplier banking environment., • Define service operating models, support architectures, shared responsibility frameworks, service integrations, and operational data flows to improve service quality, resilience, user experience, and governance., • Define the Service Desk target operating model, architecture standards, and transformation roadmap., • Design scalable, resilient, and secure support services aligned to business and technology strategies., • Define support tiers, escalation models, service boundaries, and operational governance., • Design and maintain accountability frameworks across:, • Service Desk (L1), • Application Support, • Infrastructure & Network Teams, • Security Operations, • Third-Party Suppliers, • Service and Business Owners, • Develop RACI matrices, escalation paths, and supplier operating models., • Ensure clear ownership for incidents, service requests, problems, changes, knowledge, and service performance., • Define end-to-end operational data flows across:, • ServiceNow / ITSM platforms, • CMDB, • Monitoring and Event Management tools, • IAM platforms, • Endpoint Management solutions, • Security platforms, • Cloud environments, • Business applications, • Design integrations that improve automation, service visibility, reporting, and operational efficiency., • Establish data ownership, governance, lineage, and data quality controls., • Eliminate operational silos and improve end-to-end service observability., • Design service integration frameworks across multiple suppliers and internal support teams., • Establish KPIs, SLAs, OLAs, XLAs, reporting, and governance models., • Support service transitions, operational readiness, and continual service improvement initiatives., • Identify opportunities for self-service, virtual agents, workflow automation, AI-assisted support, and ticket reduction., • Drive improvements in user experience and operational efficiency through automation., • 8+ years in Service Management, Service Desk Architecture, IT Operations, or Workplace Services., • Experience within SIAM / multi-supplier environments., • Expertise in shared responsibility models and service ownership frameworks., • Strong understanding of operational data flows, service integration, and governance., • Hands-on experience with ServiceNow, CMDB, monitoring tools, IAM, endpoint management, and cloud support models., • Excellent stakeholder management and communication skills., • Experience within Financial Services or highly regulated environments preferred., • Experience working with global banking organisations., • Understanding of operational resilience, regulatory controls, audit requirements, and outsourced service delivery models. #J-18808-Ljbffr