Service Desk Architect

Whitehall Resources; Sheffield; Hybrid; GBP 101,000 - 157,000; Full time

Job summary

Whitehall Resources 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 with 3 days on site in Sheffield and remote for the remainder; initial 6-month contract under INSIDE IR35.

Responsibilities include defining operating models, architecture standards, data flows across ServiceNow/ITSM, CMDB, monitoring, IAM, and cloud platforms.

Qualifications

• 8+ years in Service Management, Service Desk Architecture, IT Operations, or Workplace Services.
• Experience within SIAM / multi-supplier environments.
• Expertise in shared responsibility models and service ownership frameworks.
• Strong understanding of operational data flows, service integration, and governance.

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

Service Desk Architecture

IT Operations

Workplace Services

SIAM

Multi-supplier Environments

Service Integration

Governance

ServiceNow

CMDB

Monitoring Tools

IAM

Endpoint Management

Cloud Support

Stakeholder Management

Communication Skills

Regulated Environments (Banking)

Education

Bachelor's degree

Tools

ServiceNow

CMDB

Monitoring Tools

IAM

Endpoint Management

Cloud Support Models

Job description

Whitehall Resources are looking for a Service Desk Architect. This role is hybrid working with 3 days per week onsite in Sheffield, and the remainder remote working, for an initial 6 month contract.

***INSIDE IR35***

Job Description:

- Lead the design and transformation of Service Desk and End User Support services across a complex multi-supplier banking environment.

- Define service operating models, support architectures, shared responsibility frameworks, service integrations, and operational data flows to improve service quality, resilience, user experience, and governance.

Key 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.

Shared Responsibility Model:

• Design and maintain accountability frameworks across:
• Service Desk (L1)
• Application Support
• Infrastructure & Network Teams
• Security Operations
• Third-Party Suppliers
• Service and Business Owners
• Develop RACI matrices, escalation paths, and supplier operating models.
• Ensure clear ownership for incidents, service requests, problems, changes, knowledge, and service performance.

Data Flows & Service Integration:

• 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
• Business applications
• Design 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.

Service Integration & Governance:

• 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.

Automation & AI:

• 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.
• 8+ years in Service Management, Service Desk Architecture, IT Operations, or Workplace Services.
• Experience within SIAM / multi-supplier environments.
• Expertise in shared responsibility models and service ownership frameworks.
• Strong understanding of operational data flows, service integration, and governance.
• Hands-on experience with ServiceNow, CMDB, monitoring tools, IAM, endpoint management, and cloud support models.
• Excellent stakeholder management and communication skills.
• Experience within Financial Services or highly regulated environments preferred.

Preferred:

• Experience working with global banking organisations.
• Understanding of operational resilience, regulatory controls, audit requirements, and outsourced service delivery models.