Senior Service Desk Architect - SIAM & ITSM Transformation

Undisclosed; Sheffield; On-site; GBP 64,000 - 107,000; Full time

Job summary

Undisclosed is seeking a senior Service Management architect to lead the design and transformation of Service Desk and End User Support across a complex multi-supplier banking environment.

The role requires defining operating models, support architectures, governance, and data flows across ServiceNow, CMDB, IAM, and cloud environments to improve resilience, user experience, and observability. Strong stakeholder management and experience in financial services are preferred.

Qualifications

• 8+ years in Service Management, Service Desk Architecture, IT Operations, or Workplace Services.

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.

Skills

Service Management

SIAM

Stakeholder management

ServiceNow

CMDB

Monitoring tools

IAM

Cloud support

Tools

ServiceNow

CMDB

Monitoring tools

IAM

Endpoint Management

Cloud platforms

Job description

Undisclosed is seeking a senior Service Management architect to lead the design and transformation of Service Desk and End User Support across a complex multi-supplier banking environment.

The role requires defining operating models, support architectures, governance, and data flows across ServiceNow, CMDB, IAM, and cloud environments to improve resilience, user experience, and observability. Strong stakeholder management and experience in financial services are preferred.