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Senior Service Architect

2 months ago

Rugby, Warwickshire, United Kingdom Motorola Solutions Full time

Job Summary

This role is a key position within our Service Design and Transition organization, responsible for ensuring the successful transition of new or changed services into supportable, predictable, and reliable services. The ideal candidate will have experience working within ITIL aligned Service Design and Transition organizations and will be a key player in the team, contributing to the development of a positive team culture, delivering an excellent standard of service, and providing advice and guidance on Service Design and Transition processes and best practice.

Key Responsibilities

  • Ensure appropriate service design deliverables are scoped and incorporated into delivery activities and plans.
  • Assess service readiness and ensure successful transition of new or changed services.
  • Contribute to the development of a positive team culture and deliver an excellent standard of service.
  • Provide advice and guidance on Service Design and Transition processes and best practice.
  • Support the implementation of the MSST suite, including ensuring all contractual SLAs are carried over to SNOW and all UKMS Service Designs are updated to reflect the new Service Management tool.
  • Ensure that events are routed automatically to the correct teams and that all Service Designs are updated.
  • Map all auto-created tickets against the correct customer and configuration items.
  • Review all existing alarms and move all of these to Auto Case Create and remove those which are no longer required.
  • Impact analysis for Incident and Change are reflected in SNOW for all Airwave and UK Managed Services.
  • Ensure all contractual reports are available within SNOW.
  • Update associated processes, 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 organizational 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 and 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.