Service Design Architect

3 weeks ago

Manchester, United Kingdom djr Full time

Service Design Architect
Manchester / Hybrid
Day rate £600 - £650

We are supporting our client who are a European heavyweight SaaS business as they build and scale a major multi tower managed service. We need a Service Design Architect to own the end to end Target Operating Model. This role is for someone who has built and led complex services that span finance operations, KYC and onboarding, export and logistics, and contact centre environments. You will shape the entire service blueprint and the operating model and the controls and the tooling and the transition roadmap.

The client has recently created a new contact centre in Cologne, which means occasional travel between the UK and Germany will be required. This work sits at the intersection of operations, design, compliance, technology and international service delivery.

Own the Target Operating Model across people, process, technology, data, governance and partners
• Produce service blueprints, BPMN level workflows, routing models and exception paths
• Design the control framework for finance, KYC, AML, export compliance and audit evidence
• Specify the tooling architecture across case management, CCaaS and IVR, WFM, document handling, OCR and RPA and analytics
• Build demand and capacity models with forecasting, staffing, shift patterns and seasonality planning
• Define SLAs, OLAs, MI, dashboards, cost to serve metrics and performance models
• Lead transition planning including pilots, go live stages, hypercare and risk and change management
• Coach teams in service design, human centred design and lean operations and support continuous improvement across the programme
• Engage with UK based teams and the Cologne contact centre to ensure alignment across locations

Proven experience building multi tower managed services at scale
• Strong service design and operating model design background including TOM, RACI, spans and layers, service blueprinting and location modelling
• Excellent process engineering with deep BPMN expertise and comfort with queue design and workforce planning
• Strong controls understanding across finance reconciliation, KYC and AML, export documentation and audit readiness
• Familiarity with tools like Dynamics, ServiceNow, Salesforce, Genesys, NICE, Five9, Amazon Connect, UiPath, Power Automate, M Files, SharePoint and Power BI or Tableau
• Strong facilitation skills and confidence working with Enterprise Architecture, Security, Risk, Operations and Data
• Willingness to travel between the UK and Cologne when required

This is an opportunity to shape the operating model for a European heavyweight SaaS organisation and a service that touches finance, risk, export, logistics and customer operations across multiple countries. You will work directly with senior leadership and own the design authority. Contract outside IR35
• Day rate £600 - £650
• Hybrid working across client site and Manchester / Cologne and remote
• If you are a senior service design architect or operating model specialist who delivers complex multi tower operating models, we want to speak to you.

  • Service Design Architect

    3 weeks ago

    Manchester, United Kingdom djr Full time

    Service Design Architect Outside IR35 Manchester / Hybrid Day rate £600 - £650 We are supporting our client who are a European heavyweight SaaS business as they build and scale a major multi tower managed service. We need a Service Design Architect to own the end to end Target Operating Model. This role is for someone who has built and led complex services...

  • Service Design Architect

    3 weeks ago

    manchester, United Kingdom djr Full time

    Service Design Architect Outside IR35 Manchester / Hybrid Day rate £600 - £650 We are supporting our client who are a European heavyweight SaaS business as they build and scale a major multi tower managed service. We need a Service Design Architect to own the end to end Target Operating Model. This role is for someone who has built and led complex services...

  • Service Design Architect

    3 weeks ago

    Manchester, United Kingdom djr Full time

    Service Design ArchitectOutside IR35Manchester / HybridDay rate £600 - £650We are supporting our client who are a European heavyweight SaaS business as they build and scale a major multi tower managed service. We need a Service Design Architect to own the end to end Target Operating Model. This role is for someone who has built and led complex services...

  • Service Design Architect

    3 days ago

    Manchester, England, United Kingdom djr Full time

    Service Design ArchitectOutside IR35Manchester / HybridDay rate £600 - £650We are supporting our client who are a European heavyweight SaaS business as they build and scale a major multi tower managed service. We need a Service Design Architect to own the end to end Target Operating Model. This role is for someone who has built and led complex services...

  • Solutions Architect

    2 weeks ago

    Manchester, United Kingdom Adria Solutions Ltd Full time

    Solution Architect - Manchester - 100% Remote Our client based in Manchester city centre is currently looking for a skilled Solutions Architect with C# and.NET experience on a permanent basis. You will be helping our client to define how technology should and will be used to satisfy the objectivesof the group. The Solution Architect will work with the Head...

  • Architect

    7 days ago

    Manchester, United Kingdom Mott MacDonald Full time

    Architect / Senior Architect We are looking for an Architect / Senior Architect to join our growing architecture team. The architecture team is part of the Buildings and Cities Unit within Mott MacDonald and provides services at all RIBA stages on a wide variety of projects. Responsibilities Actively participate in all phases of architectural design and...

  • Solution Architect

    7 days ago

    Manchester, United Kingdom VIQU IT Full time

    Solution Architect (Software) £75,000 per annum Remote  VIQU have partnered with a leading financial services organisation who are seeking a Solutions Architect to lead the design of a greenfield system due to their on going company growth. This individual must have experience designing high volume transactional systems (payment networks, IoT, banking,...

  • Architect

    2 weeks ago

    Manchester, United Kingdom Conrad Consulting Ltd Full time

    Architect required to join a leading studio in central Manchester Are you ready to make a meaningful impact through your architectural talents? Join a pioneering, Architecture practice that is committed to creating long-term positive change whilst working on exciting multi-sector projects across the UK. Why This Role Stands Out This role offers the chance...

  • Architect

    2 weeks ago

    Manchester, United Kingdom Conrad Consulting Full time

    Permanent Manchester, North West Architect required to join a leading studio in central Manchester Are you ready to make a meaningful impact through your architectural talents? Join a pioneering, Architecture practice that is committed to creating long-term positive change whilst working on exciting multi-sector projects across the UK. Why This Role Stands...

  • Solution Architect

    2 weeks ago

    Manchester, United Kingdom VIQU IT Full time

    Solution Architect (Software) £75,000 per annum Remote  VIQU have partnered with a leading financial services organisation who are seeking a Solutions Architect to lead the design of a greenfield system due to their on going company growth. This individual must have experience designing high volume transactional systems (payment networks, IoT, banking,...