At a Glance
- Tasks: Lead the design and transformation of Service Desk services in a dynamic banking environment.
- Company: Join a forward-thinking company focused on innovative service solutions.
- Benefits: Hybrid working, competitive pay, and opportunities for professional growth.
- Other info: Exciting role with potential for career advancement in a regulated industry.
- Why this job: Make a real impact by enhancing user experience and service quality.
- Qualifications: 8+ years in Service Management and expertise in multi-supplier environments.
The predicted salary is between 56700 - 69300 £ per year.
Whitehall Resources are looking for a Service Desk Architect.
This role is hybrid working with 3 days per week onsite in Sheffield, and the remainder remote working, for an initial 6 month contract.
***INSIDE IR35***
Job Description
- Lead the design and transformation of Service Desk and End User Support services across a complex multi-supplier banking environment.
- Define service operating models, support architectures, shared responsibility frameworks, service integrations, and operational data flows to improve service quality, resilience, user experience, and governance.
Key Responsibilities
- Define the Service Desk target operating model, architecture standards, and transformation roadmap.
- Design scalable, resilient, and secure support services aligned to business and technology strategies.
- Define support tiers, escalation models, service boundaries, and operational governance.
Shared Responsibility Model
• Design and maintain accountability frameworks across
- Service Desk (L1)
- Application Support
- Infrastructure & Network Teams
- Security Operations
- Third-Party Suppliers
- Service and Business Owners
- Develop RACI matrices, escalation paths, and supplier operating models.
- Ensure clear ownership for incidents, service requests, problems, changes, knowledge, and service performance.
Data Flows & Service Integration
• Define end-to-end operational data flows across
- Service Now / ITSM platforms
- CMDB
- Monitoring and Event Management tools
- IAM platforms
- Endpoint Management solutions
- Security platforms
- Cloud environments
- Business applications
- Design integrations that improve automation, service visibility, reporting, and operational efficiency.
- Establish data ownership, governance, lineage, and data quality controls.
- Eliminate operational silos and improve end-to-end service observability.
Service Integration & Governance
- Design service integration frameworks across multiple suppliers and internal support teams.
- Establish KPIs, SLAs, OLAs, XLAs, reporting, and governance models.
- Support service transitions, operational readiness, and continual service improvement initiatives.
Automation & AI
- Identify opportunities for self-service, virtual agents, workflow automation, AI-assisted support, and ticket reduction.
- Drive improvements in user experience and operational efficiency through automation.
- 8+ years in Service Management, Service Desk Architecture, IT Operations, or Workplace Services.
- Experience within SIAM / multi-supplier environments.
- Expertise in shared responsibility models and service ownership frameworks.
- Strong understanding of operational data flows, service integration, and governance.
- Hands-on experience with Service Now, CMDB, monitoring tools, IAM, endpoint management, and cloud support models.
- Excellent stakeholder management and communication skills.
- Experience within Financial Services or highly regulated environments preferred.
Preferred
- Experience working with global banking organisations.
- Understanding of operational resilience, regulatory controls, audit requirements, and outsourced service delivery models.
- #J-18808-Ljbffr
Service Desk Architect in Sheffield employer: Whitehall Resources
Join a leading global consulting business that values innovation and employee growth, offering a dynamic work culture where your expertise in SAP SuccessFactors can shine. With opportunities for career advancement and the chance to work on transformative HR projects across various exciting clients, this role provides not just a job, but a meaningful career path. Enjoy the flexibility of UK-wide locations and a supportive environment that encourages professional development while maintaining a healthy work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Architect in Sheffield
✨Get Involved in Tech Meetups
If you're looking for a temporary gig in IT consulting, tech meetups can be a goldmine. They’re perfect for meeting potential employers and showcasing your skills in person. Don't just show up—share your ideas and engage in discussions. That's how we can make ourselves memorable!
✨Leverage Your University’s Resources
University career services are often buzzing with opportunities tailored for temporary roles in IT consulting. Go to workshops, job fairs, and networking events. It's a chance to connect with employers who are eager to find fresh talent like us, so don’t let it slip away!
✨Show Your Skills with Micro-Projects
Create mini-projects or case studies that demonstrate your problem-solving skills or innovative solutions in IT. Sharing these on platforms like GitHub or personal blogs can showcase your abilities when connecting with potential employers or during interviews. Trust us, it makes a strong impression!
✨Apply Directly through Our Website
When you spot an opening at Whitehall Resources that excites you, don’t miss out on applying through our website directly. You won't just stand out in a sea of applicants; you’ll show that you’re proactively interested in their work. Plus, it's always good to simplify the process as much as possible!
We think you need these skills to ace Service Desk Architect in Sheffield
Some tips for your application 🫡
Show Off Your Tech Skills:In IT consulting, showcasing your technical skills is essential. Make sure your CV lists relevant programming languages, software tools, or methodologies you've worked with. If you've tackled specific projects or have certifications (like AWS or Cisco), bring those to the forefront. We're always keen to see how you can apply your skills to solve problems!
Tailor Your Cover Letter:For a temporary role at Whitehall Resources, it's important to express your adaptability and eagerness to learn. In your cover letter, highlight how your past experiences have prepared you for quick integration into new teams and projects. A personal touch showing your excitement for the specific challenges at Whitehall Resources can make all the difference!
List Relevant Projects:If you’ve worked on consulting projects or tech rollouts, don’t hesitate to mention them! Detail the challenges you faced, your contributions, and the outcomes. This practical experience showcases your ability to deliver value in a short time frame, which is key for a temporary role in IT consulting.
Keep It Concise and Impactful:Given the temporary nature of the role, our hiring team at Whitehall Resources will appreciate a clear, concise application. Make your CV scannable with bullet points and emphasise your most relevant experiences. We want to see your capability at a glance, so aim for brevity without sacrificing detail!
How to prepare for a job interview at Whitehall Resources
✨Showcase Your Problem-Solving Skills
In IT consulting, you’ll often face complex issues that need quick solutions. Be ready to discuss past experiences where you tackled problems head-on, ideally using specific frameworks or tools. Think about how you can highlight your analytical thinking and decision-making process during the interview.
✨Brush Up on Relevant Technologies
Make sure you’re familiar with key technologies relevant to the role at Whitehall Resources. This might include project management tools, CRM software, or any specific programming languages they use. Being able to speak confidently about these can set you apart from other candidates.
✨Emphasise Your Adaptability
Being in a temporary role often means you need to hit the ground running. Prepare to showcase your ability to adapt to new environments and workflows. Maybe think of examples where you’ve quickly learned new systems or collaborated with diverse teams to achieve results in tight deadlines.
✨Pitch Your Consulting Mindset
Consulting is all about understanding client needs and delivering effective solutions. Present yourself as someone who can think strategically and provide actionable insights. Talk about how you plan to gather requirements and communicate findings to non-technical stakeholders at Whitehall Resources.
