Service Architect

Synapri; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Synapri is seeking a skilled Service Architect/Designer for a 6-month contract in London. The role operates in a hybrid model (60/40) and requires SC security clearance. You will design end-to-end service models, align ServiceNow processes, and deliver MVP service design packages and transition artefacts to BAU.

Collaboration with Product, Delivery, and Service Management is essential. The position emphasizes translating user needs into practical service design improvements and delivering

Qualifications

• Proven experience as a Service Architect and Service Designer in complex IT or infrastructure environments
• Strong working knowledge of ITIL service management principles
• Experience designing and implementing services within ServiceNow
• Demonstrated experience developing: Service Design Packages
• SLA /OLA / KPI frameworks
• Multi-supplier service models
• Experience operating in project-to-BAU transition environments
• Experience designing end-to-end, user-centred service experiences, not solely process-based models
• Ability to translate user needs and operational challenges into practical service design improvements

Skills

Service Architect

Service Designer

ITIL

ServiceNow

Service Design Packages

SLA/KPI frameworks

Multi-supplier models

BAU transition

User-centred design

Requirements translation

Job description

Location: London (hybrid working 60/40)

Duration: 6 months +

Vetting: SC secuirty clearance will be required

Essential

• Proven experience as a Service Architect and Service Designer in complex IT or infrastructure environments


• Strong working knowledge of ITIL service management principles


• Experience designing and implementing services within ServiceNow


• Demonstrated experience developing:
  
  
  
  • Service Design Packages
  
  
  • SLA /OLA / KPI frameworks
  
  
  • Multi-supplier service models
  
  
  
  


• Experience operating in project-to-BAU transition environments


• Experience designing end-to-end, user-centred service experiences, not solely process-based models


• Ability to translate user needs and operational challenges into practical service design improvements

Desirable

• Experience in network, connectivity or infrastructure services (WAN, satellite, SD-WAN, etc.)


• Experience working in UK Government or regulated environments


• Understanding of supplier governance and commercial frameworks


• Experience supporting NOC / monitoring capability integration


• Experience applying service design techniques (e.g. journey mapping, service blueprinting, user insight)


• Experience in high-availability or user-critical services where service experience is a key success factor

Ways of Working (Contractor Context)

• Operates as a specialist contingent resource delivering defined service design outcomes


• Works across Product, Delivery, Commercial and Service Management teams


• Engages stakeholders to co-design and validate service models


• Delivers artefacts at pace to support pilot, scale and transition phases


• Delivers high-quality artefacts at pace to support MVP, scale, and transition phases


• Promotes a collaborative, user-focused approach to service architecture and delivery

Key Deliverables

• MVP Service Model (Interim Mode)


• Full Service Design Package (Transition ? Final Mode)


• ServiceNow-aligned process design


• Final Service Model including supplier operating model and governance framework


• SLA /OLA / KPI / Experience reporting framework


• Service transition and take-on approach


• Service rehearsal and supporting artefacts


• Training materials, Knowledge Base Articles, and learning content


• Service Experience Definition (user journeys, principles, “what good looks like”)


• Service Performance & Experience Dashboard


• Service Improvement Roadmap aligned to experience outcomes

Our client operates hybrid working into London, occasional other client site visits may be required.