Service Desk Architect

📋 Description

• Define the Service Desk target operating model, architecture standards, and transformation roadmap
• Design scalable, resilient, and secure support services aligned with business and technology
• Define support tiers, escalation models, service boundaries, and operational governance
• Design and maintain shared responsibility and accountability frameworks across Service Desk
• Develop RACI matrices, escalation paths, and supplier operating models
• Establish clear ownership for incidents, service requests, problems, changes, knowledge, and

🎯 Requirements

• 8+ years of experience in Service Management, Service Desk Architecture, IT Operations, or
• Strong experience designing enterprise-scale Service Desk operating models
• Proven experience working within SIAM and multi-supplier environments
• Expertise in shared responsibility models, accountability frameworks, and service ownership
• Strong understanding of operational data flows, service integration, governance, and end-to-end
• Hands-on experience with ServiceNow, CMDB, monitoring tools, IAM, endpoint management, and cloud