Service Desk Architect

Anticipated Contract End Date/Length: 6 months contract
Work Setup: Hybrid (3 days per week onsite mandatory)

Our client in the Information Technology and Services industry is looking for a Service Desk Architect to lead the design and transformation of Service Desk and End User Support services across a complex multi-supplier banking environment. The role will define service operating models support architectures shared responsibility frameworks service integrations and operational data flows to improve service quality resilience user experience and governance.

Work across internal support teams suppliers service owners and technology functions to establish scalable resilient and secure support services aligned with business and technology strategies. Drive service integration operational readiness continual improvement and opportunities for automation and AI-assisted support.

What you will do:

• Define the Service Desk target operating model architecture standards and transformation roadmap.
• Design scalable resilient and secure support services aligned with business and technology strategies.
• Define support tiers escalation models service boundaries and operational governance.
• Design and maintain shared responsibility and accountability frameworks across Service Desk Resolver Groups Application Support Infrastructure and Network Teams Security Operations Cloud Providers Third-Party Suppliers and Service and Business Owners.
• Develop RACI matrices escalation paths and supplier operating models.
• Establish clear ownership for incidents service requests problems changes knowledge and service performance.
• 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 and business applications.
• Design service 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.
• 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.
• 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.
• Collaborate with global banking and technology teams to support resilient and effective service delivery.
• Ensure service architecture and operating models support regulatory controls audit requirements and outsourced service delivery models.

Qualifications :

• 8 years of experience in Service Management Service Desk Architecture IT Operations or Workplace Services.
• Strong experience designing enterprise-scale Service Desk operating models.
• Proven experience working within SIAM and multi-supplier environments.
• Expertise in shared responsibility models accountability frameworks and service ownership.
• Strong understanding of operational data flows service integration governance and end-to-end service observability.
• Hands-on experience with ServiceNow CMDB monitoring tools IAM endpoint management and cloud support models.
• Excellent stakeholder management and communication skills with the ability to work effectively across internal teams suppliers service owners and business stakeholders.
• Experience within Financial Services or other highly regulated environments.
• Understanding of operational resilience regulatory controls audit requirements and outsourced service delivery models.
• Experience working with global banking organisations or within complex regulated financial services environments is advantageous.
• Ability to translate complex service and technology requirements into practical operating models and architecture.
• Experience supporting service transformation operational readiness continual improvement and service integration initiatives.
• Knowledge of automation self-service virtual agents AI-assisted support and other approaches to improving service efficiency and user experience.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Candidates must be legally authorized to live and work in the country where the position is based without requiring employer sponsorship.

HelloKindred is committed to fair transparent and inclusive hiring practices. We assess candidates based on skills experience and role-related requirements.

We appreciate your interest in this opportunity. While we review every application carefully only candidates selected for an interview will be contacted.

HelloKindred is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate on the basis of race colour religion sex gender identity or expression sexual orientation age national origin disability veteran status or any other protected characteristic under applicable law.

Remote Work :

No

Employment Type :

Contract