Job Title: IT Service Management, Service Architecture & Business Analysis Lead
Location: Salisbury
Clearance Requirement: Current SC Clearance
Rates: £500 to £575 per day
Duration: 9 months +
Overview:
We're looking for a highly capable IT Service Management, Service Architecture & Business Analysis Lead to support a complex transformation programme. This role blends strategic service design, ITSM leadership, and business change into a single, high-impact function. You'll help shape how services are defined, managed, and evolved across a secure and mission-critical environment.
Key Responsibilities:
* ITSM Strategy & Implementation:
Define and deliver a robust, scalable IT Service Management (ITSM) strategy that aligns with business priorities and supports long-term service maturity.
* Service Architecture:
Develop and maintain a service architecture model that ensures consistency, reusability, and integration across services and platforms. Define service models, ownership structures, and lifecycle states in line with ITIL best practice.
* Organisational Design for Service Delivery:
Create and manage a fit-for-purpose ITSM organisational structure to support efficient and effective service operation and governance.
* Business Analysis & Change:
Drive discovery and analysis efforts to capture technical and business requirements. Lead structured change initiatives ensuring stakeholder alignment and adoption.
* Stakeholder Management:
Engage across technical and operational teams to ensure service design, transition, and delivery meet evolving customer and business needs.
* Project Delivery:
Support or lead project delivery using PRINCE2 or APMP-aligned methodologies, ensuring outcomes remain on track and aligned to strategic goals.
* Process & Service Design Modelling:
Use tools such as Microsoft Visio to design and document services, processes, and architectural views.
Essential Skills & Experience:
* Strong experience in developing and managing enterprise-grade ITSM strategies in complex or secure environments.
* Demonstrable experience in Service Architecture - including service modelling, definition, and governance.
* Proficient in Business Analysis techniques with a track record of managing change initiatives.
* Expert-level use of Microsoft Visio for process and architectural modelling.
* Accredited in ITIL v4 with practical implementation experience.
* Project delivery experience with PRINCE2 and/or APMP certification.
* Effective communicator with strong stakeholder engagement and influencing skills.
Desirable:
* Background in Defence, Government, or highly regulated sectors.
* Familiarity with enterprise ITSM tools (e.g., ServiceNow, BMC Remedy).
* Experience designing or managing services in high-assurance, mission-critical contexts.
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