We're looking for a highly experienced ITSM Architect to lead the design and delivery of enterprise-grade IT Service Management solutions for clients across multiple sectors. This role is ideal for someone with a deep understanding of ITSM frameworks, hands-on technical expertise, and a passion for driving operational improvement and governance excellence.As an ITSM Architect, you will lead the implementation of ITSM platforms, manage small delivery teams, and advise clients on best practices to ensure scalable, efficient, and compliant service processes.Key ResponsibilitiesProcess Design & Implementation
Lead the design and implementation of ITSM processes aligned with ITIL, COBIT, or ISO/IEC 20000 frameworks
Configure and deploy ITSM platforms tailored to client-specific requirements
Lead a small internal delivery team when required to support larger implementations
Develop and optimise end-to-end service workflows across key ITSM functions
Integrate ITSM solutions with a range of operational systems including SNMP pollers, CRMs, databases, and dispatch tools
Deliver best practice consultancy and process maturity assessments
Client Engagement
Collaborate closely with clients to understand their strategic objectives and technical requirements
Lead workshops, solution presentations, and training sessions to ensure effective adoption and value delivery
Continuous Improvement
Analyse IT service performance metrics to identify areas for improvement
Recommend and implement enhancements to service delivery, automation, and operational governance
Project Leadership
Lead ITSM projects from design through to deployment
Coordinate with cross-functional teams to ensure successful and timely delivery
Manage project risks, timelines, and budgets
Compliance & Governance
Ensure IT service processes meet relevant compliance standards and internal governance frameworks
Conduct audits and provide ongoing guidance to ensure alignment and operational integrity
People Leadership
Provide line management and mentorship to ITSM Consultants involved in project delivery
What We're Looking For
Bachelor's degree in IT, Computer Science, or a related field
Advanced certifications in ITIL, COBIT, or other relevant ITSM frameworks
Vendor certifications in leading ITSM platforms (e.g. ServiceNow, Ivanti, Helix ITSM, EasyVista)
10+ years' experience in ITSM implementation, configuration, and integration across diverse platforms
Strong consulting background with the ability to capture requirements and deliver high-quality documentation and presentations
Expertise in cross-platform integration including SNMP pollers, CRM systems, database structures, and dispatch tools
Proven experience in designing and implementing automated workflows
Solid project management capabilities with a track record of successful delivery
Excellent communication, stakeholder engagement, and leadership skills
Strong technical background, particularly in SQL and reporting
