Staff, Service Architect

Your New Role..

 
The Staff, Service Architect will play a crucial role in supporting the development and implementation of the Enterprise Service Management (ESM) strategy, roadmap, and standards for the organization. This position is based in Atlanta and is responsible for assisting in the completion of strategic and operational tasks required by the team. The Staff, Service Architect will work independently, provide support to the lead practitioner, and offer guidance to more junior members of the team. This role reports to the Director, ESM Services and Architecture in the Transformation tower of the new ESM organization. 

As a key contributor to the ESMOT tower, the Staff, Service Architect will collaborate with cross-functional teams to ensure the effective management and execution of service management operations. The focus will be on supporting strategic planning, process optimization, and continuous improvement of ITSM practices. 

Key responsibilities include supporting the Service Architecture and Design function, assisting in the definition and evolution of the Service Management Framework, and ensuring alignment with broader guidelines from WBD Enterprise Architecture, Data, and Cyber teams. This role requires a detail-oriented professional with a strong understanding of service architecture and design. This role also supports the business in designing and providing service wraparounds, enabling a user experience which is consistent with other services, and evolving service offerings to meet WBD needs using best practice guidelines.  

Your Role Accountabilities…

SERVICE MANAGEMENT FRAMEWORK & GOVERNANCE 

• Assist in the definition and evolution of the Service Management Framework (SMF), including processes, service architecture standards, policies, and SLAs. 

• Support the execution of processes that govern the application of the SMF. 

• Ensure the framework adheres to broader guidelines from WBD Enterprise Architecture, Data, and Cyber teams. 

• Monitor service delivery to maintain and support expected/high performance levels and service delivery optimization. 

• Assist in managing the service catalog, ensuring services are accurately recorded throughout their lifecycle. 

ENTERPRISE SERVICE MANAGEMENT ALIGNMENT 

• Support the Director, ESM Services and Architecture in defining and driving the ESM vision for WBD. 

• Assist in the development and coordination of the ESM Strategy and associated roadmap for WBD. 

• Work closely with other ESM team members to maintain operational and technological alignment. 

• Support procurement decisions to ensure they adhere to guardrails and are assessed against architecture standards. 

• Escalate operational issues identified as a result of Service Management design. 

STAKEHOLDER ENGAGEMENT 

• Engage with functional stakeholders and take in feedback. 

• Facilitate communication and collaboration between stakeholders to ensure alignment on ESM initiatives. 

• Act as a liaison between technical teams and business users to translate requirements and ensure successful implementation of ESM projects. 

• Work with other T&O stakeholders such as Enterprise Architecture and Security to ensure seamless integrations of functions and purposes. 

• Support the communication of the benefits of Service Architecture and Design to stakeholders. 

CONTINOUS IMPROVEMENT 

• Support regular reviews and feedback loops utilizing existing channels with operational teams to inform and enrich the Service Management Framework. 

• Assist in identifying and escalating operational issues that have been identified as a result of Service Management design. 

• Provide input into the design of the Enterprise Service Management strategy. 

• Work with Enterprise teams to ensure alignment. 

• Support the development of seamless strategies and roadmaps around how the enabling platforms can realize and further Enterprise Service Management. 

Operational 

• Own the stand-up and ongoing run of the Service Design front door which takes in request from the business for new / changes products / services which require Service Design time 

• Manage demand intake to ensure requests are properly captured and detailed 

• Agree sizing and priority for Service Design activity against backlog 

• •Coordinate activity with Service Transition 

• Engage key WBD Stakeholders to carry out a high-level Service Design for the new / changed product / service, ensuring alignment to the Common Service Data Model (CSDM) 

• Lead the engagement with WBD Stakeholders and ESM teams to ensure the following design perspectives are considered: User and Service Experience design, Supportability Design, Service Performance design, Early Life Support design and knowledge transfer approach 

• Document and agree high-level design ensuring Service Changes and Service Exceptions are recorded 

• Lead development of the service design into full design package, including creating run cost models 

• Lead handover workshops to relevant teams, e.g. Service Assurance and Transition and Product Management team 

• •Coordinate activity around implementation of Service Changes and / or addressing Service Exceptions (via Service Architecture) 

• Provide input to transition to live of service design, attending key governance forums in a role as a lead SME  

• Coordinate onboarding of the new / changed product / service with wider business users, support teams, and the Service Management platform team 

Qualifications & Experiences… 

• 8+ years of experience in Service Design or Architecture in a large-scale enterprise environment. 

• A strong understanding of Service Management Framework, processes, and best practices, ideally in a Shared Service or Enterprise Service Management context. 

• A good understanding of Common Service Data Model (CSDM) and its application in Enterprise Service Management context. 

• Ability to represent an Enterprise area from a Service Architecture perspective (e.g., ITSM, HR, Finance, etc.). 

• Good level of understanding of ServiceNow Platform and product sets. 

• Strong communication and stakeholder management skills, able to effectively interface with technical teams. 

Not Required but preferred experience: 

• Higher ITIL certification, e.g., ITIL Strategic Leader certification, is a plus. 

• Relevant Service Architecture qualification is desirable.