Service Desk Architect

Square One Resources; Sheffield; On-site; GBP 111,000 - 120,000; Full time

Benefits offered by this job

Large‑scale transformation programme

Multi‑supplier SIAM exposure

Senior stakeholder engagement

Enterprise governance focus

Job summary

Square One Resources is seeking a Service Desk Architect to lead the design and transformation of enterprise Service Desk and End User Support within a complex, multi‑supplier banking environment. The role requires shaping target operating models, SIAM governance and robust service integration across ServiceNow/ITSM, CMDB, IAM and cloud platforms.

You will drive KPIs, SLAs and continuous improvement while coordinating with technology, security and business stakeholders to improve resilience and

Qualifications

• Experience across Service Management, Service Desk Architecture, IT Operations, Workplace Services or a similar enterprise technology environment.
• Proven experience designing enterprise‑scale Service Desk operating models, support architectures and service management frameworks.
• Strong experience working within SIAM and complex multi‑supplier environments, including outsourced service delivery and supplier governance.
• Strong knowledge of shared responsibility models, service ownership, RACI frameworks, escalation models and operational governance.
• Hands‑on understanding of ServiceNow/ITSM, CMDB, monitoring and event management, IAM, endpoint management and cloud support models.
• Excellent stakeholder management skills, with the ability to work across technology, infrastructure, security, suppliers and senior business stakeholders.

Responsibilities

• Define the Service Desk target operating model, service architecture standards and transformation roadmap, ensuring services are scalable, secure and aligned with wider business and technology strategies.
• Design support tiers, escalation models, service boundaries and shared responsibility frameworks, clearly defining accountability across Service Desk, resolver groups, applications, infrastructure, security, cloud providers and third‑party suppliers.
• Develop RACI matrices, service ownership models and supplier operating models, ensuring clear accountability for incidents, requests, problems, changes, knowledge and service performance.
• Define and improve end‑to‑end operational data flows and service integrations across ServiceNow/ITSM, CMDB, monitoring, IAM, endpoint management, security platforms, cloud environments and business applications.
• Establish effective SIAM and service governance frameworks, including KPIs, SLAs, OLAs, XLAs, reporting and operational readiness, while supporting service transition and continual service improvement.
• Identify opportunities for self‑service, virtual agents, workflow automation and AI‑assisted support to improve the end‑user experience, reduce ticket volumes and increase operational efficiency.

Skills

Enterprise IT Architecture

SIAM & multi‑supplier environments

Stakeholder management

Governance & service management

End‑to‑end operational data flows

Service Desk architecture

Tools

ServiceNow/ITSM

CMDB

IAM

Monitoring & event management

Cloud support models

Job description

Service Desk Architect

Location: Sheffield - 3 days onsite per week mandatory
Salary/Rate: £628 per day
Start Date: Mid September
Job Type: Contract

Company Introduction

We have an exciting opportunity now available with a leading financial services organisation. They are looking for an experienced Service Desk Architect to lead the design and transformation of enterprise Service Desk and End User Support services within a complex, multi-supplier banking environment.

Job Responsibilities/Objectives

You will be responsible for shaping the future Service Desk and End User Support architecture, creating robust operating models and service integration frameworks that improve resilience, user experience, governance and operational efficiency.

1. Define the Service Desk target operating model, service architecture standards and transformation roadmap, ensuring services are scalable, secure and aligned with wider business and technology strategies.

2. Design support tiers, escalation models, service boundaries and shared responsibility frameworks, clearly defining accountability across Service Desk, resolver groups, applications, infrastructure, security, cloud providers and third‑party suppliers.

3. Develop RACI matrices, service ownership models and supplier operating models, ensuring clear accountability for incidents, requests, problems, changes, knowledge and service performance.

4. Define and improve end-to-end operational data flows and service integrations across ServiceNow/ITSM, CMDB, monitoring, IAM, endpoint management, security platforms, cloud environments and business applications.

5. Establish effective SIAM and service governance frameworks, including KPIs, SLAs, OLAs, XLAs, reporting and operational readiness, while supporting service transition and continual service improvement.

6. Identify opportunities for self‑service, virtual agents, workflow automation and AI‑assisted support to improve the end‑user experience, reduce ticket volumes and increase operational efficiency.

Required Skills/Experience

The ideal candidate will have the following:

1. Experience across Service Management, Service Desk Architecture, IT Operations, Workplace Services or a similar enterprise technology environment.

2. Proven experience designing enterprise‑scale Service Desk operating models, support architectures and service management frameworks.

3. Strong experience working within SIAM and complex multi‑supplier environments, including outsourced service delivery and supplier governance.

4. Strong knowledge of shared responsibility models, service ownership, RACI frameworks, escalation models and operational governance.

5. Hands‑on understanding of ServiceNow/ITSM, CMDB, monitoring and event management, IAM, endpoint management and cloud support models.

6. Excellent stakeholder management skills, with the ability to work across technology, infrastructure, security, suppliers and senior business stakeholders.

Desirable Skills/Experience

Although not essential, the following skills are desired by the client:

1. Previous experience within banking, financial services or another highly regulated environment.

2. Experience working with large global banking organisations, particularly HSBC or similar institutions.

3. Knowledge of operational resilience, regulatory controls, audit requirements and risk management.

4. Experience designing and implementing service integration, automation, self‑service or AI‑enabled support capabilities.

Benefits & Perks

The company offers standard corporate benefits, including:

1. Opportunity to work on a large‑scale transformation programme within a major financial services environment.

2. Exposure to a complex enterprise, multi‑supplier and SIAM operating model.

3. Opportunity to influence Service Desk architecture, governance, automation and end‑user experience at an organisational level.

4. Collaborative working environment with exposure to senior technology, service and business stakeholders.

Disclaimer

Notwithstanding any guidelines given to level of experience sought, we will consider candidates from outside this range if they can demonstrate the necessary competencies.