ITSM Architect

Job Description:

DXC Technology is committed to building diverse, inclusive teams. We welcome applications from all backgrounds and particularly encourage interest from women, underrepresented groups, and neurodivergent candidates. We offer reasonable adjustments throughout the hiring process and are dedicated to creating a supportive, accessible environment for everyone.

ITSM Architect 

Location: London (onsite 5 days per week)

Due to the nature of the work and the customers we support, the successful candidate must be eligible to meet UK Government and contractual personnel security requirements, including the applicable residency requirements for the role, and have the right to work in the United Kingdom. Some roles may also be subject to nationality requirements where these are necessary to meet UK Government or contractual security obligations.

The ITSM & Integration Architect provides technical leadership and assurance across ITSM platforms, data integrations and technical solutions within large-scale service transition and transformation programmes. The role ensures solutions meet customer requirements, align with DXC standards and support successful transition and ongoing operations. Working across complex, multi-vendor environments, the architect validates designs, assesses data and environment readiness, resolves technical challenges and supports transition quality gates and exit criteria, including Walk-in Take Over (WITO) scenarios.

Key Responsibilities

Architecture & Technical Assurance

• Review and validate ITSM configurations across enterprise platforms such as ServiceNow and BMC Remedy and other ITSM platforms, including workflows, business rules, SLAs, reporting and integrations.

• Assess integration architectures covering APIs, middleware, data mapping, transformation and orchestration, ensuring solutions are robust, scalable and supportable.

• Validate data quality, migration readiness, environments and tooling; identify technical gaps, risks and dependencies, and drive remediation.

• Validate configuration data and service relationships, ensuring alignment with the agreed configuration management model and consistency across source and target systems.

• Assess non-functional requirements, including performance, availability, scalability, resilience and recoverability.

• Troubleshoot complex technical issues and recommend improvements to solution quality and maintainability.

Configuration, Testing & Technical Governance

• Ensure ITSM configurations and integration components are built, tested and documented against approved designs and DXC standards.

• Review test results and evidence, ensuring defects are resolved or formally managed before transition acceptance.

• Assess integration security, including authentication, authorisation, certificates and secure data exchange, in line with applicable security requirements.

• Validate data migration and reconciliation outcomes to ensure data integrity and consistency between source and target systems.

• Maintain accurate, version-controlled technical artefacts and configuration records within a controlled repository, ensuring traceability, compliance and audit readiness.

• Validate release and environment management arrangements, ensuring controlled configuration changes and deployments across relevant environments.

Transition & Operational Readiness

• Act as the technical authority for ITSM and integration decisions, resolving ambiguities and coordinating issue resolution across workstreams.

• Collaborate with customers, architects, subject matter experts and delivery teams to manage dependencies, address risks and maintain technical alignment.

• Support transition governance, quality gates, exit criteria and account take-on, including WITO scenarios.

• Brief technical teams on transition protocols and standards, provide technical assurance and support transition sign-off.

• Ensure integrations are operationally supportable, with appropriate monitoring, alerting, logging, error handling and failure recovery mechanisms.

• Ensure operational handover includes complete documentation, known issues, outstanding risks, support ownership and guidance.

• Capture lessons learned and drive continuous improvement in technical standards, integration design and transition delivery.

What you'll bring

• ITSM Platform Expertise: Hands-on experience with enterprise ITSM platforms, such as ServiceNow or BMC Remedy, including platform configuration and integrations. 

• Integration Architecture & Data Quality: Strong understanding of integration patterns, APIs, middleware, data mapping, transformation, orchestration and data migration readiness. 

• Technical Assurance & Troubleshooting: Experience reviewing solution designs, validating configurations and environments, assessing non-functional requirements and resolving complex technical issues. 

• Transition & Transformation: Experience in large-scale ITSM transition or transformation programmes. WITO or comparable account take-on experience is advantageous. 

• Configuration & Technical Governance: Understanding of configuration management, service relationships, data reconciliation, technical documentation, controlled repositories, traceability and audit requirements. 

• Security & Operational Readiness: Understanding of secure integration design, access controls, monitoring, logging, error handling and operational support requirements. 

• Stakeholder Management: Strong analytical, communication and collaboration skills, with experience managing technical dependencies across teams and suppliers. 

Desirable 

• Certifications: ITIL 4 Foundation or higher; relevant ITSM platform certifications or equivalent qualifications. 

• ITIL 4 Practices: Understanding of Service Configuration Management, Change Enablement, Knowledge Management and Service Transition. 

• High-Security Environments: Experience in defence, high-security or regulated environments. 

• Integration Technologies: Experience with middleware and integration platforms such as MuleSoft, Dell Boomi, Microsoft Azure Integration Services or equivalent. 

• Data Migration & Automation: Experience with extraction, transformation and loading (ETL), data cleansing, reconciliation, automated testing, continuous integration and continuous delivery (CI/CD), or infrastructure-as-code. 

• Operational & Release Management: Experience with integration monitoring, service mapping, discovery, controlled deployments and environment management. 

• Programme Governance: Experience with technical design authorities, quality gate reviews, structured programme governance and multi-vendor service delivery. 

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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