Service Architect
3 weeks ago
Job Description
Capita are recruiting a Service Architect to join us in our Professional Services team. The Service Architects provide IT Service Management, IT Service Design and IT Service Architecture consultancy services to clients (both internal to Capita and external) and to Capita TSS
What you will be doing
- Champion service management and associated processes and procedures within Capita TSS, operating within the ITIL frameworks and aligned with ISO2000, for which they are subject matter experts
- Provide IT Service Management consultancy services to Capita, its businesses and clients
- Negotiation and renegotiation of customer contracts relating to IT Service Management, including service models and associated ITIL functions, SLAs/KPIs and Service Recognition and Penalty schemes
- Produce and Manage Service Descriptions on behalf of teams across IT Services
- Participate in cost model development, cost modelling and new business governance
- Take a lead role in the design of IT Service Management services, demonstrating a high level of understanding with respect to commercial drivers for both the customer and Capita, customer drivers, customer requirements, contractual agreements, service architecture and service operation, both for Pre-Sales Opportunities/Bids and won services to be delivered.
- Provide a link between delivery teams and Operational teams to ensure that services are delivered to meet contractual and commercial requirements
- Maintenance of a Service Design RAID, ensuring that project management understand any service risks, dependencies and issues and the impact that these may have and the associated resolution and mitigation
What we are looking for:
- Extensive experience in designing, developing and implementing sustainable and scalable service management processes and procedures
- Experience in selecting and applying service management principles, policies and techniques in client operational environments
- Customer focussed with ability to identify and understand the (internal and/or external) customer's needs
- Displays a high degree of knowledge relating to service management and ITSM toolsets
- Experience of working at a senior Operations management level
- Extensive IT Outsource knowledge and experience including experience in developing and using ITO cost models
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