Job Title: ITSM Service Architect
Why WWT?
At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits and by delivering cutting-edge technology solutions for our clients.
WWT was founded in 1990 in St. Louis, Missouri. We employ more than 10,000 people globally and closed nearly $20 billion in revenue in 2023. We have an inclusive culture and believe our core values are the key to company and employee success. WWT is proud to have been included on the FORTUNE "100 Best Places to Work For®" list 12 years in a row!
Want more jobs like this?
Get Project Management jobs in London, United Kingdom delivered to your inbox every week.
Want to work with highly motivated individuals on high-performance teams? Join WWT today!
Overview
As an ITSM Service Architect at World Wide Technology (WWT), you will play a pivotal role in designing, implementing, and optimizing IT Service Management (ITSM) solutions tailored to meet the unique needs of our clients. WWT is a global technology solutions provider known for its innovative approach and commitment to delivering exceptional value to customers. In this role, you will collaborate with cross-functional teams and leverage your expertise in ITSM frameworks to drive operational efficiency, enhance service quality, and enable digital transformation for our clients.
Key Responsibilities
- Design and Architecture:
- Develop comprehensive ITSM strategies and architectures aligned with client objectives and industry best practices.
- Design and implement ITSM processes and workflows, including Incident Management, Problem Management, Change Management, Release Management, and Configuration Management.
- Define service catalogs, SLAs, and OLAs to ensure alignment with client requirements and business goals.
- Collaborate with clients and internal teams to integrate ITSM processes with existing systems and workflows, leveraging WWT's portfolio of technology solutions.
- Process Improvement:
- Continuously assess and improve ITSM processes to optimize efficiency, agility, and user satisfaction.
- Identify opportunities for automation, standardization, and optimization within ITSM workflows, leveraging WWT's expertise in emerging technologies.
- Monitor KPIs and metrics to measure the effectiveness of ITSM processes and drive continuous improvement initiatives.
- Stakeholder Management:
- Engage with clients at all levels to understand their business needs, gather requirements, and communicate ITSM solutions and benefits.
- Collaborate with cross-functional teams, including sales, consulting, and engineering, to ensure alignment between ITSM initiatives and client objectives.
- Provide leadership and guidance to project teams and stakeholders throughout the ITSM implementation lifecycle.
- Documentation and Training:
- Create comprehensive documentation, including process flows, procedures, and policies, to support ITSM implementation and operation.
- Develop training materials and deliver training sessions to educate clients and stakeholders on ITSM processes, tools, and best practices.
- Provide ongoing support and guidance to clients and stakeholders to promote adoption and compliance with ITSM policies and procedures.
Requirements:
- Proven experience in IT Service Management, with a focus on designing and implementing ITSM solutions for enterprise clients.
- Experience working within Tier 1 financial institutions
- Strong knowledge of ITSM frameworks such as ITIL, COBIT, or ISO/IEC 20000.
- Experience with ITSM tools such as ServiceNow, BMC Remedy, or JIRA Service Management.
- Excellent analytical and problem-solving skills, with the ability to develop innovative solutions to complex challenges.
- Strong communication and interpersonal skills, with the ability to effectively interact with clients and stakeholders at all levels.
- Certification in ITIL Foundation or higher is preferred.
- Experience with project management methodologies such as Agile or Waterfall is a plus.