ITSM Architecture and Design

Scope of Responsibilities

• Balance the needs and expectations of project and operational stakeholders to ensure safe and successful design, implementation and transition of new and changed IT services;
• Lead Service Design and Transition activities and engagement for one or more projects; 
• Specify requirements, design and document IT services to ensure they deliver against user and business expectations;
• Create and manage completion of SACs and governance documents;
• Warranty/ELS definition and implementation;
• Identify service risks and work with senior stakeholders to ensure they are understood and managed;
• Govern and communicate readiness for Go Live
• Contribute to and deliver improvements to the end-to-end Service Design & transition process where this aligns with the requirements of the project;
• Carry out and document service impact assessments;
• Define, agree and document Service Approach depending on the requirements of the project;
• Produce Service Design & Transition process deliverables required for projects to pass through PMO Stage Gates;

Deliverables

• Service Design documentation, signed off by appropriate stakeholders
• Service Acceptance Criteria documentation
• Warranty and Early Life Support documentation where required
• Service Risks assigned to owners and logged with IT Risk
• Operational processes
• Draft Work Orders for submission to Commercial and Vendor Management team
• Service Approach planning document
• Service Impact Assessment

Implementation Arrangements 

“The Bank shall not seek to exercise any direction, control, or supervision over the Consultant’s working methods in the provision of services. Within the scope of services, the Consultant shall complete their work in adherence to relevant Bank policies, process and standards”

Expected Skills and Experience

Essential

• Understanding of infrastructure and application services
• Ability to work across and manage multiple work streams concurrently
• Experience of working to Agile principles and as part of Agile teams
• Experience of carrying out Service Transition activities
• Good working understanding of ITSM processes across the lifecycle as well as change management concepts, project quality and risk management concepts
• Experience of working in an organization that is undergoing a significant technology or process transformation
• Attention to detail and able to deliver high quality, concise written and verbal output
• Ability to collate and summaries numerous data sources and present it to key stakeholder and respective Service Design Lead. In particular the ability to assess and articulate risk
• Ability to work independently and quickly get to grips with a complex, fast-moving projects
• Strong stakeholder management skills
• Experience of working with system integrators and managed services
• Pragmatism and problem solving
• A team player with a positive and constructive attitude towards work and colleagues
• ITIL V3/V4 qualifications
• Deep and broad experience of leading the Service Design & Transition process and production of associated artefacts across a variety of technology areas and project methodologies;
• A practical understanding of ITIL and experience of applying it in a maturing environment, as well as project quality and risk management concepts;
• Experience of RFPs and supplier selection processes including defining service requirements and SLAs
• An understanding of how Service Design & Transition process is affected when adopting a set of different Project and Service Methodologies e.g. Agile, Scrum, DevOps & ITIL; 
• Strong understanding of project lifecycle and governance and ability to map Service Design & Transition activities and deliverables against it;
• Ability to manage conflict and negotiate successful outcomes;
• Ability to build and maintain effective relationships with suppliers and internal customers;  
• Experience of working in an organisation that is undergoing a significant technology or process transformation
• Experience of creating and documenting new operational processes
• Attention to detail and able to deliver high quality written and verbal output
• Ability to collate and summarise numerous data sources and present it to senior leadership in a way that facilitates decision-making. In particular the ability to assess and articulate risk
• Ability to work independently and quickly get to grips with a complex, fast-moving programme.
• Willing and able to use initiative in order to adapt approach to the particular needs of the project;
• Excellent stakeholder management skills, including constructively challenging senior stakeholders
• Proven experience of delivering Service Design Packages across multiple delivery teams and 3^rd parties
• Experience of working with system integrators and managed services
• Pragmatism and a flexible approach to problem solving
• A team player with a positive and constructive attitude towards work and colleagues
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Desirable

• ITIL V3/V4 qualifications