Hybrid Service Desk Architect: AI-Driven ITSM

Hellokindred; England; Hybrid; GBP 70,000 - 110,000; Full time

Job summary

HelloKindred is seeking a Service Desk Architect to lead the design and transformation of End User Support in a hybrid environment. You will define operating models, governance, data flows, and supplier frameworks across multiple teams and banks to drive resilience and user experience.

The role emphasizes automation, AI-assisted support, and continual improvement while aligning with regulatory controls and outsourced delivery models. A strong background in Financial Services is preferred.

Qualifications

• 8+ years in Service Management or related fields.
• Experience in SIAM and multi-supplier environments.
• Expertise in shared responsibility models and governance.
• Strong knowledge of operational data flows and service observability.
• Hands-on with ServiceNow, CMDB, monitoring, IAM, endpoints, and cloud support.
• Excellent stakeholder management and communication skills.
• Experience in Financial Services or regulated environments.
• Understanding of operational resilience, audits, and outsourced models.
• Experience with global banking organisations is advantageous.
• Ability to translate complex requirements into operating models.
• Experience supporting service transformation, automation, and self-service.

Responsibilities

• Define the Service Desk target operating model and transformation roadmap.
• Design scalable, resilient, and secure support services aligned with strategies.
• Define support tiers, escalation models, and governance.
• Develop RACI matrices and supplier operating models.
• Establish ownership for incidents, requests, problems, changes, and metrics.
• Define end-to-end data flows across ITSM, CMDB, IAM, and cloud apps.
• Design service integrations to improve automation and visibility.
• Establish data governance and data quality controls.
• Drive observability and cross-supplier collaboration.
• Support transitions, readiness, and continual service improvement.
• Identify opportunities for self-service and AI-assisted support.

Skills

Stakeholder management

Service delivery improvement

Operational governance

Automation & AI-assisted support

Cross-functional collaboration

End user support

Tools

ServiceNow

CMDB

Monitoring tools

IAM

Endpoint management

Cloud support models

Job description

HelloKindred is seeking a Service Desk Architect to lead the design and transformation of End User Support in a hybrid environment. You will define operating models, governance, data flows, and supplier frameworks across multiple teams and banks to drive resilience and user experience.

The role emphasizes automation, AI-assisted support, and continual improvement while aligning with regulatory controls and outsourced delivery models. A strong background in Financial Services is preferred.