Service Architect in London

As the Lead Service Architect, you will spearhead the creation of high-impact service models centered on frictionless Customer Experience (CX) and Employee Experience (EX). Operating at the highest tier of service design, you will leverage the ServiceNow platform to unite a complex corporate ecosystem—including Siebel, Oracle, and Microsoft business systems—into intuitive, modern digital workflows. You will own the design, build, and test validation phases for key service delivery initiatives, ensuring that operational reliability never comes at the expense of user experience.

Key Responsibilities

• Experience-Driven Service Design (CX/EX)
• Design Human-Centric Workflows: Architect end-to-end service journeys that prioritize usability, speed, and self-service for both external clients (CX) and internal staff (EX).
• Formulate Experience Indicators: Shift traditional metrics from basic SLAs to Experience Level Agreements (XLAs) that accurately measure user satisfaction and operational friction.
• Unified Service Blueprints: Produce comprehensive Service Design Packages (SDPs) mapping out user touchpoints, backend data flows, and support tiers across legacy and modern platforms.
• Service Build & Ecosystem Integration
• Lead ServiceNow Architecture: Drive the strategic design and structural layout of the ServiceNow ecosystem (including ITOM, ITSM, Customer Service Management, and HR Service Delivery).
• Orchestrate System Integration: Design workflows that seamlessly bridge ServiceNow with core business applications, ensuring smooth data exchanges with Siebel CRM, Oracle ERP, and Microsoft systems (Dynamics 365, M365, Teams).
• Optimize Catalogues & Portals: Oversee the structural design of intuitive Service Catalogues and modern Employee Centers to maximize user self-adoption.
• Service Testing, Validation & Governance
• Define Human-Centric SAC: Enforce rigorous Service Acceptance Criteria (SAC) that assess both technical stability and user-journey viability across all connected platforms.
• Validate End-to-End Testing: Spearhead Operational Acceptance Testing (OAT) and User Acceptance Testing (UAT) to catch and resolve workflow friction across integrated systems before deployment.
• Govern Platform Quality: Establish governance frameworks ensuring that custom technical builds do not compromise the integrity, data syncs, or upgrade paths of the core business platforms.

Required Skills & Experience

• Experience: 8+ years in IT Service Architecture, Enterprise Service Design, or IT Management, with a proven history of leading large-scale transformational initiatives. Strong ability to balance organisational, process and technical dimensions when developing solutions to maximise business outcomes.
• ServiceNow Expertise: Deep architectural knowledge of the ServiceNow platform, with a strong preference for certifications like ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS). In particular, exceptional understanding of Catalogue / CMDB driven automation playbooks.
• Ecosystem Knowledge: Strong understanding of enterprise application integration, specifically how to bridge workflows across Siebel CRM, Oracle databases/ERP, and Microsoft enterprise solutions.
• Experience Management: Practical experience designing and implementing Experience Level Agreements (XLAs) and human-centred design frameworks.
• AI Proficiency: Power user able to demonstrate successful business value extraction from integrating AI deeply into cognitive workflows, utilizing advanced tools, context layers, and system integrations.
• Certifications: ITIL 4 Strategic Leader or Managing Professional certification is highly preferred.
• Leadership & Influence: Masterful stakeholder management skills with a demonstrated ability to influence C-suite executives, engage calmly and constructively with vendor partners and collaborate across business product owners & enterprise architecture teams. Demonstrate a strong commitment to servant-leadership, managing work across multi-cultural and disperse teams.
• Language(s): High proficiency in English is essential, both written and oral communication skills. Capability in other European languages would be advantageous.

Dimensions

• Understand the business trends and determine the changes to the business process as well lead the discussion with management for changing the operating policies or the process to meet the necessary business requirements.
• Collaborate with business leaders, product managers, and operations teams to identify and evaluate high impact process initiatives.
• Support and advise OpCo's, Annuity & Service, Line of Business, Business Services and Management regarding implementation of new processes, standards and (IT) systems.
• Design, implement and improve the Product, Services data processes and governance of data standards.
• Delivers measurable business process improvements, while re-engineering key processes and capabilities and maps to future-state vision.
• Drives a culture of continuous improvement, learning and improvement and identifies performance trends, bottlenecks and true process costs.
• Owns and maintains important process documentation and data standards. Ensures this documentation is updated as processes and standards evolve. Communicates updates of processes to key stakeholders, users and provides training if needed.
• Develop Performance Metrics to measure the business process success and process improvements. And work cross-functionally to measure success consistently and accurately over time.