Senior Service Architect

2 months ago

Rugby, Warwickshire, United Kingdom Motorola Solutions Full time
Job Description

Job Summary

This role is a hybrid working position with an expectation of being in our offices a minimum of 2 days a week. As a Senior Service Architect, you will be responsible for ensuring appropriate service design deliverables are scoped and incorporated into delivery activities and plans, service readiness is assessed, and new or changed services are successfully transitioned into supportable, predictable, and reliable services.

Key Responsibilities

  • Ensure all contractual SLAs are carried over to SNOW and all UKMS Service Designs are updated to reflect the new Service Management tool.
  • Any changes to ITIL Service Management processes are reflected in Service Designs.
  • Ensure that events are routed automatically to correct teams and that all Service Designs are updated.
  • Ensure all auto-created tickets are mapped against correct customer and configuration items.
  • A review of all existing Alarms and to move all of these to Auto Case Create and to remove those which are no longer required.
  • Impact analysis for Incident and Change are reflected in SNOW for all Airwave and UK Managed Services.
  • Ensuring all contractual reports are available within SNOW.
  • Update associated process, for example, the management of Certificates and Pre-Shared Keys (PSK) where new technologies and additional security requirements will mean a change to process.
  • Ensure that SOC requirements are captured and interactions with Service Management processes are agreed and defined.

Requirements

  • Strongly focused on enabling change to services through collaboration with, and across, the business.
  • Good knowledge and experience of Service Design, Service Transition, and the delivery of Services across a complex, large-scale Service Provider landscape.
  • Exposure to the management of services within a multi-vendor management model.
  • Problem/Situation analysis skills, excellent organisational skills for self.
  • Demonstrable skills in self-sufficiency and personal development.
  • Experience of working within performance management frameworks, SMART targets, and an ability to contribute to transformation.
  • Strong documentation skills in producing business case proposals, period reporting, and service transition documentation.
  • Academic qualification to degree level or Service Design/Service Transition qualification or equivalent experience in a similar Service Management/Service Design & Transition role.
  • Thorough understanding of ITIL ideally with ITIL v3 intermediate qualification.
  • Experience of implementing ITIL processes within Service Now.

What We Offer

  • Competitive salary and bonus schemes.
  • Two weeks additional pay per year (holiday bonus).
  • 25 days holiday entitlement + bank holidays.
  • Attractive defined contribution pension scheme.
  • Employee stock purchase plan.
  • Life assurance.
  • Enhanced maternity and paternity pay.
  • Career development support and wide-ranging learning opportunities.
  • Employee health and wellbeing support EAP, wellbeing guidance, etc.
  • Carbon neutral initiatives/goals.
  • Corporate social responsibility initiatives including support for volunteering days.
  • Well-known companies discount scheme.

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