Service Architect in London

Amach is an industry‑leading technology‑driven company headquartered in Dublin with remote teams across the UK and Europe. Founded in 2013, Amach was created to solve a specific problem in aviation: too much complexity, too little usable intelligence. We help airlines modernise their operating model using cloud, data and AI‑delivered solutions with deep aviation domain expertise. Our goal is to maximise airlines’ operational efficiency by optimising resource use, reducing costs, and increasing customer experience and satisfaction.

We are looking for a skilled Service Architect to join one of our key client engagements. You will take ownership of end‑to‑end service design within ServiceNow, with a particular focus on the Configuration Management Database (CMDB). This is a hands‑on, outcome‑driven role where you will design, structure, and implement service management workflows that underpin the delivery and support of several hundred products. You will work with a hybrid team and be expected to operate with a high degree of autonomy, driving results while collaborating closely with product management, platform engineering, and observability teams. Travel to London is preferred and once a week would be ideal.

Responsibilities

• Lead end‑to‑end service design and implementation within ServiceNow and its CMDB.
• Design and implement ServiceNow structure, automation workflows, and configuration to support scalable service delivery.
• Architect product management and support workflows across several hundred products.
• Design service frameworks for a platform‑based product delivery model that underpins multiple product lines.
• Implement Dynamic CIs for product discovery and association within the CMDB.
• Integrate ServiceNow with observability tools, particularly Datadog, to enable proactive service monitoring.
• Lead and coordinate a hybrid (on‑site/remote) delivery team through the engagement lifecycle.
• Act as a trusted advisor to the client on ITSM best practice, CMDB health, and service architecture.

Required Skills & Qualifications

• Significant, demonstrable experience in end‑to‑end service design within ServiceNow.
• Deep expertise in ServiceNow CMDB, including structure, automation workflow design, and implementation.
• Proven experience designing product management and support workflows at scale (several hundred products).
• Strong understanding of platform‑based product delivery models.
• Hands‑on experience with Dynamic CIs for product discovery and association.
• Experience integrating ServiceNow with observability platforms such as Datadog.
• Demonstrated ability to lead hybrid teams in a consulting or client‑facing delivery environment.
• Self‑motivated, outcome‑oriented, and comfortable working with a high degree of autonomy.

Preferred Skills & Qualifications

• Familiarity with AWS cloud infrastructure and services.
• Experience with Confluent Cloud or event‑driven architectures.
• ITIL certification or equivalent service management qualifications.
• Previous experience within aviation, travel, or similarly complex, product‑heavy industries.

What We Offer

• Opportunity to work on innovative AI‑powered solutions transforming the aviation industry.
• Collaborative, forward‑thinking engineering culture.
• Exposure to cutting‑edge cloud technologies and best practices.
• Professional development and learning opportunities.
• Chance to make a real impact on global travel experiences.

What’s In It For You

• Opportunity to join a fast‑growing company.
• Options for career advancement.
• Learning and development opportunities.
• Flexible working environment.
• Competitive salaries based on experience.

Amach is an equal opportunity employer and makes employment decisions on the basis of merit. We celebrate diversity and are committed to creating an inclusive environment for all employees. This job description is intended to convey essential responsibilities and qualifications for this role, but it is not an exhaustive list of tasks that an employee may be required to perform.