Infrastructure & Platform Architect in Reading

Role overview

• Lead the senior onshore architecture view for the Service Now CSDM-aligned re-platforming program, owning high-impact design decisions across CMDB, ITOM, integrations, and service operations architecture.
• Represent the technical target state in stakeholder-facing discussions, ensuring that CSDM, CMDB integrity, Service Mapping, Discovery, Event Management, and platform governance remain coherent end to end.
• Provide stronger architecture authority than the L2 profile, including design governance input, senior stakeholder interaction, and guidance on acceptable deviation from OOTB platform behaviour.
• Ensure the solution is architected to support reliable ITSM, ITOM, service model, reporting, and future AI/AIOps readiness outcomes as described in the So W.
• Operate at high level with emphasis on strategic architecture leadership, onshore-facing representation, and preservation of long-term platform sustainability.

Key Responsibilities

• Own the review and validation of CSDM target architecture, service taxonomy, CI model design, and integration architecture decisions that shape the overall transformation outcome.
• Lead architecture walkthroughs with delivery leadership and customer-side stakeholders, explaining design rationale, delivery implications, and required standards compliance.
• Guide sequencing of foundational capabilities such as environment setup, CMDB baseline, Discovery, core integrations, and Service Mapping progression in line with the path-critical delivery model.
• Oversee governance of exceptions, OOTB restoration decisions, architecture risk items, and design quality gates that influence downstream build, testing, and cutover stages.
• Advise on readiness for SIT, UAT, production cutover, operational runbooks, and BAU transition from the perspective of architecture completeness and resilience.
• Must-to-Have Skills
• Extensive architecture experience across Service Now implementations, with particular strength in CSDM, CMDB strategy, service modelling, and enterprise integration design.
• Strong ability to connect architecture decisions with operational outcomes including Event Management, Service Operations, reporting clarity, automation readiness, and supportability.
• Experience operating as the senior or onshore architecture lead in customer-facing transformation programs, including participation in governance and review forums.
• Deep understanding of Discovery, Service Mapping, IRE, data quality governance, role/access architecture, and controlled platform extensibility.
• Ability to influence delivery without over-customizing the platform, while maintaining strong alignment to approved design principles and customer expectations.
• Good-to-Have Skills
• Experience with AI/AIOps use cases, operational dashboards, event correlation, or self-healing scenarios enabled by clean CMDB and service relationship architecture.
• Awareness of commercial and delivery implications of architectural decisions, especially in fixed-price or milestone-based implementation programs.
• Familiarity with training/adoption dependencies, BAU support models, service transition readiness, and the architecture implications of hypercare and decommissioning.
• Experience in regulated or customer-network-controlled delivery environments with strong security, audit, or privacy expectations.
• Capability to contribute to proposal-level technical shaping, role expectation clarification, or niche-skill pricing justification when specialized architecture input is required.

Qualifications & Certifications

• Bachelor’s degree in Engineering, Computer Science, Information Systems, or a related field; advanced technical education is advantageous.
• 13+ years of relevant architecture or enterprise platform leadership experience, including senior customer-facing responsibilities.
• Advanced Service Now certifications in architecture or implementation tracks are strongly preferred, supported by foundational platform credentials such as CSA.
• ITIL Foundation or equivalent service management knowledge is beneficial to align platform design with process and operating model expectations.
• Proven experience in multi-phase transformation programs with strong governance, formal approvals, and long-horizon sustainability considerations is expected.
• Soft Skills
• Excellent executive-style communication for design authority review, stakeholder alignment, escalations, and architecture decision-making conversations.
• Strong influencing capability across delivery leaders, technical teams, and customer stakeholders without losing architectural integrity.
• Calm decision-making under uncertainty, especially where project pressures might encourage suboptimal design shortcuts.
• Ability to mentor other architects and senior technical contributors through standards, patterns, and practical governance expectations.
• High ownership of architectural outcomes, not just documents, with focus on solution longevity, operability, and quality.
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