ITSM Service Architect

ITSM Service Architect (HaloITSM) – Inside IR35 Contract

I'm looking to speak with an experienced ITSM Service Architect to play a pivotal role in a major service management transformation.

This is an opportunity to act as the design authority for a HaloITSM implementation, taking ownership of the end-to-end service management model and ensuring processes, data, workflows and integrations come together into one coherent solution.

The programme already has dedicated Business Analysis and integration specialists in place. What it needs is an experienced architect who can set the direction, establish best practice and ensure the overall design is scalable, consistent and fit for purpose.

What you'll be responsible for:

▪️ Owning the end-to-end ITSM process architecture across Incident, Problem, Change, Service Request, Knowledge, Asset, Configuration and Service Level Management.

▪️ Defining the service catalogue, service hierarchy and underlying CMDB model.

▪️ Establishing data standards, CI relationships and reconciliation rules across multiple integrated systems.

▪️ Designing categorisation, prioritisation, SLA/OLA frameworks, workflows and escalation paths.

▪️ Acting as the design authority, challenging unnecessary customisation and ensuring the solution makes the most of HaloITSM's native capabilities.

▪️ Providing architectural oversight across Business Analysis, integration and platform configuration.

▪️ Defining reporting requirements, process KPIs and a framework for continual service improvement.

What we're looking for:

▪️ 10+ years' experience in IT Service Management, with broad ITIL process design expertise.

▪️ A proven track record of leading at least two end-to-end ITSM tool implementations.

▪️ Strong CMDB, configuration management and service modelling experience, including reconciling data from multiple sources.

▪️ Experience designing SLA/OLA frameworks and priority models that have been implemented and measured in live environments.

▪️ Previous experience acting as a design authority, with the confidence to challenge stakeholders and technical teams constructively.

▪️ ITIL 4 certification, ideally Managing Professional or Strategic Leader.

Desirable: Direct HaloITSM experience and reporting expertise using Halo or Power BI.

If you have the relevant skills and experience and would be interested in finding out more please respond to this advert by following the link below and attaching a copy of your CV. If successful we will be in touch to discuss the role in more detail.