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.
