About the role
The ITIL Service Architect is responsible for designing, implementing, and maintaining IT service management (ITSM) processes and solutions aligned with ITIL (Information Technology Infrastructure Library) best practices. This role focuses on creating robust, scalable, and efficient IT service frameworks to support business objectives, enhance service delivery, and ensure operational excellence. The Service Architect will collaborate with cross-functional teams to align IT services with organizational goals, drive continual service improvement, and ensure compliance with industry standards.
What you’ll do
Service Design and Architecture:
* Design and develop ITIL-compliant service management processes, including Incident Management, Problem Management, Change Management, Service Desk, and Service Asset and Configuration Management.
* Create service architecture frameworks that align with business requirements and IT strategies.
* Define service catalogues, service level agreements (SLAs), operational level agreements (OLAs), and underpinning contracts (UCs).
Process Implementation and Optimization:
* Lead the implementation of ITIL processes and ensure seamless integration with existing systems and tools.
* Identify opportunities for process automation and optimization to improve service efficiency and reduce operational costs.
* Monitor and evaluate the performance of ITSM processes, using metrics and KPIs to drive continual improvement.
Stakeholder Collaboration:
* Work closely with business units, IT teams, and external vendors to ensure service designs meet customer and operational needs.
* Act as a subject matter expert on ITIL practices, providing guidance and training to internal teams.
* Facilitate workshops and meetings to gather requirements and align service designs with organizational goals.
Governance and Compliance:
* Ensure ITIL processes comply with regulatory, security, and industry standards.
* Maintain documentation of service architectures, processes, and procedures.
* Conduct regular audits and assessments to ensure adherence to ITIL best practices and organizational policies.
Technology Integration:
* Collaborate with IT teams to integrate ITSM tools (e.g., ServiceNow, BMC Remedy) with service architectures.
* Evaluate and recommend tools and technologies to enhance service delivery and management.
Change and Risk Management:
* Support change management processes by assessing the impact of changes on service delivery.
* Identify and mitigate risks associated with service designs and implementations.
Dimensions of the role
* Accountable for Service Design and Transition of Cargo IT services in full production support back for IAG Cargo.
* Maintains a holistic view of usage for the major technologies and industry standard processes within area of responsibility, providing consultancy on service solutions.
It's all about you
What you’ll bring to IAG Cargo:
* Leadership, at a senior level, with a proven ability to influence and persuade across a complex organisation.
* Senior stakeholder management, with a proven ability to influence and persuade internally and externally.
* Ability to recognise priorities and guide others towards the accomplishment of strategic business goals and objectives.
* Displays confidence and resilience, plus an energy to deliver results.
* Strong analytical skills to identify trends, opportunities, and risks.
* Ability to work under pressure to tight deadlines.
* Excellent team working skills and ability to build and maintain strong relationships.
* Strong written and verbal communication skills with ability to explain complex IT/technology solutions in a coherent manner.
* Excellent planning and prioritisation capabilities
* Experience overseeing CMDB and SACM processes, with a strong understanding of asset and configuration lifecycle
Skills and Experience:
* Deep understanding of the IT service Operations environment, with proven ability to develop and improve services.
* Proven expertise of leading the resolution of service management incidents, with experience of managing, developing and improving complex services
* Proven track record of business partnering, working as a valued partner with senior stakeholders across a diverse operation.
* Significant experience of supplier management and of building effective relationships, through a business partnering approach, while ensuring service levels are maintained.
* Strong communication skills & experience of operating across multiple countries and cultures.
* Experience collaborating with and presenting to Senior Leadership Team
We’ll treat you right
Wherever you work within IAG Cargo, you’ll play a part in helping us deliver what the world needs and join a diverse and inclusive business that’s making a difference.
As well as a competitive salary, bonus, we offer a range of benefits to support our colleagues, which include:
* A hybrid environment with 3 days a week in the office and two from home.
* From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways and group airlines. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.
* Flexible bank holiday policy- Individuals not on shift have the flexibility to swap the statutory public holidays, with the days you choose to take off instead.
* All our colleagues get access to LinkedIn learning and Rosetta Stone Language courses
* For health and wellbeing we offer a free onsite gym facility as well as access to the UNMIND app and a community of Mental Health First Aiders
* Access to discounts on Apple, Cinema tickets and loads of other goodies through Perks at work
Equity, Diversity and Inclusion
Our recruitment procedures positively support our equity, diversity, and inclusion agenda.
All candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently and have their individual needs responded to throughout the process.
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