IT Service Management Process Architect

sse.com; Glasgow; Hybrid; GBP 51,000 - 76,000; Full time

Job summary

A leading energy company in the UK is seeking an IT Service Management Process Architect to drive the design and integration of Service Management processes and capabilities. The role involves collaborating with stakeholders to enhance the end-to-end digital experience, ensuring seamless process integration and alignment with business objectives. Ideal candidates will have a deep understanding of Service Management frameworks like ITIL and practical knowledge of tools like ServiceNow. A commitment to fostering a diverse workplace is essential, with flexible benefits to support your lifestyle.

Benefits

Discounts on private healthcare

Gym membership discounts

Interest-free tech loans

Cycle to Work scheme

Generous family entitlements

Qualifications

• Ability to understand the long-term business strategy.
• Deep understanding of ITIL and SIAM principles.
• Knowledge of Service Management Data Models and Taxonomy.
• Ability to present complex information simply.
• Positive attitude towards issue resolution.

Responsibilities

• Lead the design and development of IT Service Management architectures.
• Develop integrated roadmaps for process and tooling alignment.
• Illustrate process integration across the service value chain.
• Create models for supplier interface with the service value chain.
• Assess change requests for Service Management processes.

Skills

Understanding business strategy

Service Management Processes & Frameworks

Service Management Tooling knowledge

Presentation of complex information

Issue resolution management

Tools

ServiceNow

Job description

Base Location: Havant, Reading, Glasgow

Salary: £51,000 - £75,100 + a range of benefits to support your finances, wellbeing and family.

Working Pattern: Permanent | Full Time | Flexible First options available

The role

This role forms part of the Service Strategy & Performance team who design, develop and deliver a tooling‑aligned Service Management framework; with a focus on enhancing the end‑to‑end service value chain (‘the digital experience’) in line with ITIL and SIAM industry best‑practice.

The IT Service Management Process Architect plays a key role in developing this framework by designing and maintaining the tooling‑aligning Service Management process and capability architectures, ensuring seamless process integration across the service value chain. Working closely with stakeholders from across the enterprise, this role aligns the architectures with the customer journey(s), control points, governance forums, and key areas of measurement; so that end‑to‑end performance and the associated digital experience can be identified and enhanced.

You will

• Creation of IT Service Management Process Architectures: Lead the facilitation required to define, design and develop the IT Service Management process and capability architectures, ensuring that processes work seamlessly together to enhance end‑to‑end digital experience. Work collaboratively to define the target state architecture and required capability model in line with strategic requirements, creating architectural roadmaps suitable for phased implementation. Provide guidance and support in low‑level process design detail as required, advocating Service Management best practice, and encouraging innovation.
• Service Management Tool and Data Alignment: Describe how Service Management tooling and data support and enable process(es), working collaboratively to develop integrated roadmaps that ensure alignment between process and tooling, limiting both process and technical debt to maximise investment.
• Process Integration: Illustrate how process(es) and capabilities work together across the across the value chain; incorporating control points, governance forums, and key areas of measurement into the architectural model(s). Work to articulate how the connection and interaction between processes support and enable end‑to‑end delivery and management of services, with a focus on how key business outcomes are achieved.
• Supplier Interface Models: Work cross functionally to describe the ways in which Delivery Verticals (‘Towers’) interface with the overall end‑to‑end value chain; creating patterns to illustrate the various models, including the key points of process interaction. Work collaboratively to support the design of standards, patterns and processes that integrate Services and Suppliers into the wider Service Management eco‑system; working to ensure that these integration patterns work towards enabling a ‘single pane of glass’ (i.e. single, unified dashboard) that can be used to both enhance collaboration, performance and the overall ‘digital experience’.
• Governance of Service Management Architectures: Play a key role in assessing requests for change to Service Management processes and products in line with current and target‑state architecture(s). Work with stakeholders to co‑ordinate new / changes to Service Management architectural designs / solutions / processes to ensure interoperability and that benefits / impact(s) are assessed for presentation and approval via Service Management Design Authority.

You have

• Ability to understand the long‑term ("big picture") business strategy and goals, along with short‑term perspectives of situations
• Deep understanding of Service Management Processes & Frameworks (e.g. ITIL), with an understanding of Service Integration and Management (SIAM) principles
• Knowledge of Service Management Tooling (e.g. ServiceNow) and an awareness of Service Management Data Models and Taxonomy (e.g. CSDM, TBM)
• Ability to present complex information in a simplified way for presentation with various stakeholders
• Ability to effectively manage challenge / issue resolution with a positive and flexible attitude

About SSE

SSE has a bold ambition – to be a leading energy company in a net zero world. We're investing around £10 million a day in homegrown energy to help power a cleaner, more secure future. Our investment will see us build the world's largest offshore wind farm and transform the grid to deliver greener electricity to millions.

Our IT division powers growth across all SSE business areas by making sure we have the systems, software and security needed to take the lead in a low carbon world. They provide expertise, advice and day‑to‑day support in emerging technologies, data and analytics, cyber security and more.

Flexible benefits to fit your life

Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest‑free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave.

Work with an equal opportunity employer

SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. Please contact [e-mail] / 01738 275 846 to discuss how we can support you.

We're dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.

Ready to apply?

Start your online application using the Apply Now box on this page. We only accept applications made online. We'll be in touch after the closing date to let you know if we'll be taking your application further. If you're offered a role with SSE, you'll need to complete a criminality check and a credit check before you start work.