Service Desk Architect - Hybrid SIAM & Automation Leader

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 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