Service Architect in London

We’re looking for a Service Architect to join the Wholesale Fixed team here at Virgin Media O2 (VMO2) and design and define operational solutions that help our customers achieve outstanding outcomes. In this role, you’ll translate complex needs into clear, supportable service proposals that work seamlessly across our business and with our partners. You’ll bring a service‑led mindset, strong customer focus, and the ability to turn insight into practical, scalable service designs. Working with colleagues across Sales Engineering, Delivery, Product, Commercial and more, you’ll make sure every solution is viable, costed, governed and ready for success.

Who we are: The UK’s fastest broadband network. The nation’s best‑loved mobile brand. And, one of the UK’s biggest companies too. We put our customers first, making life simpler, smoother, and more joyful. With big ambitions and a brilliant team, we’re building a more connected future for everyone.

Our ways of working: We’re a flexible‑first organisation, because we know people do their best work when they have choice and clarity. To support meaningful collaboration, we ask everyone to spend at least eight days each month connecting in person. That doesn’t just mean time in the office – it could be team meetings, offsites, volunteering days, cross‑functional projects, or away days – anywhere meaningful collaboration happens. What matters is making those moments purposeful, so when we come together, it really counts.

Accessible, inclusive and equitable for all: Virgin Media O2 is an equal opportunities employer and we’re working hard to remove bias and barriers for our people and candidates. We build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.

The must haves:

• Demonstrable skills, knowledge and proven experience in Service Management & Service Design principles and best practice within an IT/Telecoms environment, including developing innovative and creative service designs and proposals for In‑Life Service Management and Operations.
• Proven experience within a customer‑facing role, ideally as part of the Pre‑Sales / Customer acquisition process, as well as a track record in a role requiring excellent communication and presentation skills up to and including C‑Level executives.
• Substantial experience and success in responding to complex, high value, major bids based on applicable technologies and solutions is essential.
• Qualified to ITIL v4 Foundation as a minimum.
• A clear understanding of Wholesale connectivity Products and services including optical & Ethernet technologies.

The other stuff we are looking for: Able to understand customer needs deeply and design solutions that deliver measurable value.

What’s in it for you: Our goal is to celebrate our people, their lives and everything in‑between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world. Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

Next steps: If we feel like a place where you can belong, we’d love to learn more about you as a person and your experience to date. Once you’ve submitted an application the next steps of the process, if successful, are likely to include a competency interview with the Hiring Manager. When you apply, you’ll be asked about any adjustments you might need to support the recruitment process. Let us know, and we’ll be sure to discuss it with you. Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles require a financial probity check. Your recruiter can provide you with more information if needed. Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.