Hybrid Service Delivery & Operating Model Architect

The Church News; Salt Lake City (UT); Hybrid; USD 120,000 - 190,000; Full time

Job summary

The Church News in Salt Lake City, UT, seeks a Service Delivery and Operating Model Architect to design and hand over a complete support model as ERP, EPM, and HCM migrate to Oracle Fusion Cloud. This role ensures reliable operations during the transition and across dual systems (Oracle and PeopleSoft).

You will map current processes, define intake/escalation, and produce runbooks and training materials while collaborating with cross-functional teams.

Qualifications

• Bachelor's Degree in a related field is required.
• Minimum 8+ years running, improving, or redesigning operations in a business setting, owning the outcome.
• Experience leading design work across teams through credibility rather than authority.
• Ability to document undocumented work by getting alongside the people who do it.
• Enough fluency with enterprise systems, ERP preferred, to work confidently with technical teams; you will not be configuring anything.
• Experience designing or running tiered support models, including intake, triage, escalation, and ownership, and working familiarity with ServiceNow or a similar platform.
• Experience working across areas, time zones, and cultures, and clear writing that others can pick up and use without asking questions.

Responsibilities

• Learn how support really works today by sitting with the work teams and building a factual baseline of ticket volumes and categorization.
• Design the support model, defining intake, escalation routing, ownership, and how this runs in ServiceNow with targets and knowledge management.
• Keep live operations safe from changes by tracking planned changes and managing go-live pauses.
• Produce runbooks, escalation matrices, intake scripts, and training material for the new model; support hypercare planning.
• Work across divisions and time zones, ensuring a single, cohesive operation that the business and support teams share.

Skills

Operations management

Process redesign

Documentation

Enterprise systems

ServiceNow

Stakeholder communication

Education

Bachelor's Degree in related field

Master's degree in related field

Tools

ServiceNow

ERP systems

Job description

The Church News in Salt Lake City, UT, seeks a Service Delivery and Operating Model Architect to design and hand over a complete support model as ERP, EPM, and HCM migrate to Oracle Fusion Cloud. This role ensures reliable operations during the transition and across dual systems (Oracle and PeopleSoft).

You will map current processes, define intake/escalation, and produce runbooks and training materials while collaborating with cross-functional teams.