Service Architect in London

Shape how Capita designs and delivers its IT services. We are seeking a Service Architect who brings clarity, structure and consistency to the way services are designed and supported across Capita and for our external clients.

This role is service management led rather than purely technical: you will translate customer contracts, solution documents and business requirements into clear, deliverable service designs that define who supports what, how it is supported, and how it meets our obligations end to end.

What we are looking for:

• Extensive experience in designing, developing and implementing sustainable and scalable service management processes and procedures
• Experience in selecting and applying service management principles, policies and techniques in client operational environments
• ITIL Certified
• Customer focused with ability to identify and understand the (internal and/or external) customer's needs
• Displays a high degree of knowledge relating to service management and ITSM toolsets
• Good working knowledge of ServiceNow and an understanding and the use of AI
• Experience of working at a senior Operations management level
• Extensive IT Outsource knowledge and experience including experience in developing and using ITO cost models

Acting as a subject matter expert in IT Service Management and Service Architecture, you will create and maintain service models, blueprints, catalogues and roadmaps—ensuring alignment to industry best practice (e.g., ITIL) and to operational reality. You will bridge technical solutions with practical support models, liaising confidently with stakeholders and clients to identify gaps, document processes, and make sure services are robust, compliant and ready to perform from day one.

What you will be doing:

• Champion service management and associated processes and procedures within TechOps, operating within the ITIL frameworks and aligned with ISO2000, for which they are subject matter experts
• Provide IT Service Management consultancy services to Capita, its businesses and clients
• Negotiation and renegotiation of customer contracts relating to IT Service Management, including service models and associated ITIL functions, SLAs/KPIs and Service Recognition and Penalty schemes
• Produce and Manage Service Descriptions on behalf of teams across IT Services
• Participate in cost model development, cost modelling and new business governance
• Take a lead role in the design of IT Service Management services, demonstrating a high level of understanding with respect to commercial drivers for both the customer and Capita, customer drivers, customer requirements, contractual agreements, service architecture and service operation, both for Pre-Sales Opportunities/Bids and won services to be delivered.
• Provide a link between delivery teams and Operational teams to ensure that services are delivered to meet contractual and commercial requirements
• Maintenance of a Service Design RAID, ensuring that project management understand any service risks, dependencies and issues and the impact that these may have and the associated resolution and mitigation

This is a great fit for someone from a service management or service delivery background who enjoys the people side as much as the process—bringing structure to ambiguity, influencing how services operate end-to-end, and championing continuous improvement.

About Capita:

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, Capita's 34,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.

We are a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly.

What we hope you will do next:

Choose 'Apply now' to fill out our short application, so that we can find out more about you. We are an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We are committed to providing an inclusive, barrier-free recruitment process and working environment for everyone.