Hybrid Service Desk Architect | Banking SIAM expert

Experis; Sheffield; Hybrid; GBP 120,000 - 146,000; Full time

Job summary

Experis in Sheffield is seeking a Service Desk Architect to lead the design and transformation of Service Desk and End User Support in a complex multi-supplier banking environment. Hybrid work arrangement, with 3 days on site in Sheffield.

The role focuses on shaping operating models, data flows, governance, and service integrations across ServiceNow, CMDB, IAM, and cloud platforms, driving automation and resilience across the environment.

Qualifications

• 8+ years in Service Management or related fields.
• Design enterprise-scale Service Desk operating models.
• Experience in SIAM/multi-supplier environments.
• Hands-on with ServiceNow, CMDB, IAM, and cloud support models.
• Excellent stakeholder management and communication.

Responsibilities

• Define Service Desk target operating model and transformation roadmap.
• Design scalable, secure, resilient support services.
• Define escalation models, service boundaries, and governance.
• Develop data flows, integrations, and governance across tools.
• Establish KPIs, SLAs, OLAs, XLAs, reporting.
• Drive automation and AI opportunities to reduce tickets.

Skills

Service Management

Service Desk Architecture

IT Operations

Workplace Services

SIAM / multi-supplier environments

Shared Responsibility Models

ServiceNow

CMDB

Monitoring Tools

IAM

Endpoint Management

Cloud Support Models

Stakeholder Management

Communication Skills

Regulatory / Financial Services

Tools

ServiceNow

CMDB

Monitoring Tools

IAM

Endpoint Management

Cloud Platforms

Job description

Experis in Sheffield is seeking a Service Desk Architect to lead the design and transformation of Service Desk and End User Support in a complex multi-supplier banking environment. Hybrid work arrangement, with 3 days on site in Sheffield.

The role focuses on shaping operating models, data flows, governance, and service integrations across ServiceNow, CMDB, IAM, and cloud platforms, driving automation and resilience across the environment.