|Overall Job Purpose: As ServiceNow Service Architect, you will be part of the ServiceNow Service Architecture function. This role will report to the Head of ServiceNow and Telephony Systems within Managed Services, but will also traverse into work with the Pre-Sales business unit where ServiceNow solutions are a fundamental part of the pre-sales engagement. You will act as the subject matter expert to all matters relating to ServiceNow solutions, acting as an advisor, consultant and thought leader for SCC’s clients and prospects, and as an architect and designer of the resulting ServiceNow solutions for the development teams.
Your time will be split between designing ServiceNow Managed Service and Outsourcing solutions, developing new ServiceNow products and services, and identifying opportunities for improvement within existing service operations and core propositions related to ServiceNow. This is a permanent office based position, Monday to Friday 9:00 am to 5:30pm. There will be an expectation to travel to other sites in the UK as and when required with the potential for occasional international travel.
Main Duties of the Job: • Working with Solution Managers and other internal stakeholders on the creation of managed service and outsourcing proposals in a ServiceNow solution capacity; • Conducting ITSM assessment and present recommendations along with developing transition approaches when proposing ServiceNow solutions; • Development and enhancement of contractual materials, including Service Descriptions, SLA’s and KPI definitions related to the ServiceNow service solutions; • Prepare service and technical designs for ServiceNow solutions and have experience in on-boarding customers onto ServiceNow solutions; • Implementation of ServiceNow ITSM solutions and policies to support the processes and organisational structures; • Work closely with the technical architects and business leads at a detailed project level, to ensure that the agreed design principles and standards are embedded into the ServiceNow solutions throughout the service delivery lifecycle; • Access the impact of new or changed services on current service levels, such as capacity, availability and performance, and ensure these are addressed as part of the ServiceNow solution design; • Contribute to the definition of ServiceNow design policies, principles and guidance and the continuous improvement of working practices; • Produce a ServiceNow service design package and other artefacts as required; • Development and enhancement of working cost models for ServiceNow solutions; • Managing and delivering workshops with pre-sales groups and other key stakeholders across the organisation to deliver the confirmed set of ServiceNow service requirements; • Proactively bring thought leadership and business outlook to effectively address client issues/demands related to ServiceNow solutions; • Influencing all levels of management to ensure that service improvement activities are receiving the necessary support and are resourced sufficiently to implement ServiceNow solutions.
Experience / Skills Required: • Minimum five years’ experience working in a client-facing solution architecture, consulting or service delivery role within the IT services industry, at least two which have involved the development of Managed Services solutions and ServiceNow solutions; • Experience in delivering ServiceNow transformation projects; • Experience working within, or leading the architecture of large complex outsourcing and/or managed services; • Experience of developing ServiceNow managed service solutions and propositions; • Expertise in crafting ServiceNow service solutions that integrate with client service structures and operating models; • Experience developing ServiceNow solution strategies, governance models and SLA framework; • Experience in implementation of ServiceNow service management toolsets; • Strong understanding and use of KPI’s and metrics to manage performance; • Expertise in one or more vertical markets such as; Public Sector, Commercial, Blue Lights, Healthcare, Utilities; • Broad business and technology skills coupled with people management and client interfacing skills; • Experience of working within bid teams in the production of bid responses and proposals for Managed Services solutions; • Excellent verbal, written communication and presentations skills together with the ability to deliver customer presentations at a senior level; • Proficient with Microsoft products including the ability to manipulate electronic based documentation.
Qualifications Required: • Graduate calibre with excellent numerical skills; • ITIL V3 Expert or demonstrable knowledge of ITIL. Qualified to Foundation Level as a minimum; • Qualifications or good working knowledge of Six Sigma • Good understanding of service design and commercial modelling for Managed Service solutions; • Ideally performed a similar function for a large Managed Service provider; • Security Clearance (SC) there may be a need for SC level clearance to work with some customers