Service Desk Architect

HelloKindred; Sheffield; Hybrid; GBP 85,000 - 110,000; Full time

Job summary

HelloKindred in the United Kingdom seeks a Service Desk Architect to lead the design and transformation of Service Desk and End User Support across a complex, multi-supplier banking environment. You will define operating models, governance, and data flows to improve resilience and user experience.

This role involves collaborating with internal teams and suppliers, driving automation, AI-assisted support, and end-to-end service observability, while ensuring regulatory controls and outsourced

Qualifications

• 8+ years in Service Management or IT Operations.
• Experience in SIAM and multi-supplier environments.
• Expertise in shared responsibility and accountability models.
• Strong knowledge of data flows, service integration, governance.
• Hands-on with ServiceNow, CMDB, monitoring, IAM, and cloud support.
• Excellent stakeholder management and communication skills.
• Experience in Financial Services or regulated environments.
• Understanding regulatory controls and outsourced service delivery.
• Knowledge of automation, self-service, AI-assisted support.

Responsibilities

• Define the Service Desk operating model, architecture standards, and transformation roadmap.
• Design scalable, resilient, and secure support services aligned with business needs.
• Define escalation models, service boundaries, and governance.
• Develop RACI, escalation paths, and supplier operating models.
• Establish data ownership, governance, and quality controls.
• Drive automation, AI-assisted support, and end-to-end observability.
• Collaborate with global banking and technology teams to deliver reliable service.

Skills

SIAM

Stakeholder management

Regulatory awareness

Service ownership

Automation awareness

Tools

ServiceNow

CMDB

IAM

Monitoring tools

Cloud support

Job description

HelloKindred are specialists in staffing marketing, creative and technology roles, offering a range of talent solutions that can be delivered on-site, remotely or hybrid.

Our vision is to make work accessible and people’s lives better.We do this by disrupting traditional employment barriers –connecting ambitious talent to flexible opportunities with trusted brands.

Job Description

Anticipated Contract End Date/Length:6 months contract
Work Setup: Hybrid (3 days per week onsite, mandatory)

Our client in the Information Technology and Services industry is looking for a Service Desk Architect to lead the design and transformation of Service Desk and End User Support services across a complex multi-supplier banking environment. The role will define service operating models, support architectures, shared responsibility frameworks, service integrations, and operational data flows to improve service quality, resilience, user experience, and governance.

Work across internal support teams, suppliers, service owners, and technology functions to establish scalable, resilient, and secure support services aligned with business and technology strategies. Drive service integration, operational readiness, continual improvement, and opportunities for automation and AI-assisted support.

What you will do:

• Define the Service Desk target operating model, architecture standards, and transformation roadmap.
• Design scalable, resilient, and secure support services aligned with business and technology strategies.
• Define support tiers, escalation models, service boundaries, and operational governance.
• Design and maintain shared responsibility and accountability frameworks across Service Desk, Resolver Groups, Application Support, Infrastructure and Network Teams, Security Operations, Cloud Providers, Third-Party Suppliers, and Service and Business Owners.
• Develop RACI matrices, escalation paths, and supplier operating models.
• Establish clear ownership for incidents, service requests, problems, changes, knowledge, and service performance.
• Define end-to-end operational data flows across ServiceNow/ITSM platforms, CMDB, monitoring and event management tools, IAM platforms, endpoint management solutions, security platforms, cloud environments, and business applications.
• Design service integrations that improve automation, service visibility, reporting, and operational efficiency.
• Establish data ownership, governance, lineage, and data quality controls.
• Eliminate operational silos and improve end-to-end service observability.
• Design service integration frameworks across multiple suppliers and internal support teams.
• Establish KPIs, SLAs, OLAs, XLAs, reporting, and governance models.
• Support service transitions, operational readiness, and continual service improvement initiatives.
• Identify opportunities for self-service, virtual agents, workflow automation, AI-assisted support, and ticket reduction.
• Drive improvements in user experience and operational efficiency through automation.
• Collaborate with global banking and technology teams to support resilient and effective service delivery.
• Ensure service architecture and operating models support regulatory controls, audit requirements, and outsourced service delivery models.

Qualifications

• 8+ years of experience in Service Management, Service Desk Architecture, IT Operations, or Workplace Services.
• Proven experience working within SIAM and multi-supplier environments.
• Expertise in shared responsibility models, accountability frameworks, and service ownership.
• Strong understanding of operational data flows, service integration, governance, and end-to-end service observability.
• Hands-on experience with ServiceNow, CMDB, monitoring tools, IAM, endpoint management, and cloud support models.
• Excellent stakeholder management and communication skills, with the ability to work effectively across internal teams, suppliers, service owners, and business stakeholders.
• Experience within Financial Services or other highly regulated environments.
• Understanding of operational resilience, regulatory controls, audit requirements, and outsourced service delivery models.
• Experience working with global banking organisations or within complex, regulated financial services environments is advantageous.
• Ability to translate complex service and technology requirements into practical operating models and architecture.
• Experience supporting service transformation, operational readiness, continual improvement, and service integration initiatives.
• Knowledge of automation, self-service, virtual agents, AI-assisted support, and other approaches to improving service efficiency and user experience.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Candidates must be legally authorized to live and work in the country where the position is based, without requiring employer sponsorship.

HelloKindred is committed to fair, transparent, and inclusive hiring practices. We assess candidates based on skills, experience, and role-related requirements.

We appreciate your interest in this opportunity. While we review every application carefully, only candidates selected for an interview will be contacted.

HelloKindred is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate on the basis of race, colour, religion, sex, gender identity or expression, sexual orientation, age, national origin, disability, veteran status, or any other protected characteristic under applicable law.