Service Desk Architect

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***

Job Description:

– 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.

Key Responsibilities:

• 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.

Shared Responsibility Model:

• 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.

Data Flows & Service Integration:

• 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.

Service Integration & Governance:

• 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.

Automation & AI:

• 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.

Preferred:

• Experience working with global banking organisations.
• Understanding of operational resilience, regulatory controls, audit requirements, and outsourced service delivery models.

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