Service Architect
| Job Type | Contract |
| Location | London/ Hybrid |
| Area | London, UK |
| Sector | Central Government |
| Salary | £650 Per Day |
| Start Date | August 11th, 2026 |
| Advertiser | Priyanka Dubey |
| Job Ref | 7628-PSR1JP00104804 |
| IR35 | Inside |
| Security Clearance | SC |
- Description
- The Client:
A government client is looking for a Service Architect to join them on a 6 month contract. This position will be based in London/ Hybrid.
Job Summary:
Lead the design and implementation of an end-to-end service wrap for LEO connectivity (Starlink / OneWeb), enabling transition from fragmented deployments to a centrally governed, scalable, BAU service model.
Accountable for ensuring the service is not only operable, secure and scalable, but delivers a consistent, high-quality user experience across all stages of the service lifecycle, from initial request through to resolution and continuous improvement.
Scope of Work:
- Design and implement an industry leading LEO Service Wrap across MVP, Transition and Final operating models.
- Support service take-on of existing estate and design of future-state service, ensuring a stable and consistent service experience during transitionary periods.
- Ensure alignment with ServiceNow, ITIL processes, and wider integration with other programmes and projects.
- Operate within a project environment transitioning to BAU ownership, ensuring clear, well documented and efficient processes can be seamlessly accepted by the Live Services team.
- Define and embed a user-centred, data and outcome-driven service experience, aligned to organisational standards and service management best practice..
Key Responsibilities
Service Design & Architecture
- Design the end-to-end service architecture, ensuring it is data-centric, scalable, and continuously optimised..
Develop the end-to-end service model covering:
- Initial MVP service processes (Incident, Problem, Change, Request).
- Monitoring, reporting and service observability.
- Supplier and contract management model.
Define and champion the end-to-end service experience, ensuring it is user-centred, measurable, and continuously improved.
Develop Service experience design, including:
- User journeys and key service interactions.
- Identification and reduction of failure demand and friction points.
- Definition of “what good looks like” for users and operators.
- Alignment to business outcomes and user satisfaction measures.
Produce core assurance and gate artefacts including:
- Service Design Package (SDP).
- Service blueprints and process flows.
- Knowledge Based Articles (KBAs).
- Service Rehearsal Scripts.
- Support model (L1–L4) and escalation paths.
Ensure service design matches or exceeds, organisational standards and operating model principles.
Embed accessibility, usability, and operational simplicity into service design.
Service Transition & Implementation
- Define and oversee service take-on approach for existing devices.
- Ensure the service experience is maintained or improved during transition, with no degradation to user-facing outcomes.
- Support onboarding into ServiceNow, including workflows and integrations.
- Work with delivery teams to ensure deployment and service design are aligned.
- Lead service rehearsal activities and validate readiness for transition to BAU.
- Define service readiness and entry criteria across people, process and tooling.
- Train Service Desk, NOC, and support teams to deliver a consistent and high-quality service experience.
Supplier & Commercial Integration
- Design supplier operating model across:
- Client Services, and external suppliers (e.g. Starlink / OneWeb).
- Client Services, and external suppliers (e.g. Starlink / OneWeb).
- Define service interfaces, responsibilities, and performance measures.
- Support development of contractual artefacts, service schedules, and governance frameworks.
- Ensure supplier models support a seamless, end-to-end service experience across organisational boundaries.
Service Performance & Reporting
- Define KPI and SLA frameworks aligned to service outcomes.
- Establish service reporting model (performance, availability, resilience).
- Enable data-driven service management and benefits realisation
- Define and track service experience metrics, including:
- User satisfaction (e.g. CSAT or equivalent).
- Time to resolve vs user expectation.
- First-time resolution rates.
- Failure demand and repeat contacts.
- User satisfaction (e.g. CSAT or equivalent).
- Enable data-driven service management, continuous improvement, and benefits realisation.
- Establish feedback loops to continuously improve the service experience.
Governance & Assurance
Establish service governance model covering:
- Roles, responsibilities, and decision points.
- Service lifecycle and continuous improvement.
Embed service experience principles into governance, ensuring decisions prioritise user value and operability.
Support assurance against:
- ITIL best practice.
- Secure by Design principles.
- Service standards and quality frameworks.
- Service standards and quality frameworks.
Prepare service design for formal approval gates and BAU handover.
Provide assurance that the service delivers against both enterprise and experience outcomes, not just process compliance.
Experience & Skills Required
Essential
- Proven experience as a Service Architect and Service Designer in complex IT or infrastructure environments
- Strong working knowledge of ITIL service management principles
- Experience designing and implementing services within ServiceNow
- Demonstrated experience developing:
- Service Design Packages
- SLA /OLA / KPI frameworks
- Multi-supplier service models
- Service Design Packages
- Experience operating in project-to-BAU transition environments
- Experience designing end-to-end, user-centred service experiences, not solely process-based models
- Ability to translate user needs and operational challenges into practical service design improvements.
Desirable
- Experience in network, connectivity or infrastructure services (WAN, satellite, SD-WAN, etc.).
- Experience working in UK Government or regulated environments.
- Understanding of supplier governance and commercial frameworks.
- Experience supporting NOC / monitoring capability integration.
- Experience applying service design techniques (e.g. journey mapping, service blueprinting, user insight).
- Experience in high-availability or user-critical services where service experience is a key success factor.
Ways of Working (Contractor Context)
- Operates as a specialist contingent resource delivering defined service design outcomes.
- Works across Product, Delivery, Commercial and Service Management teams.
- Engages stakeholders to co-design and validate service models.
- Delivers artefacts at pace to support pilot, scale and transition phases.
- Delivers high-quality artefacts at pace to support MVP, scale, and transition phases.
- Promotes a collaborative, user-focused approach to service architecture and delivery.
Key Deliverables
- MVP Service Model (Interim Mode).
- Full Service Design Package (Transition Final Mode).
- ServiceNow-aligned process design.
- Final Service Model including supplier operating model and governance framework.
- SLA /OLA / KPI / Experience reporting framework.
- Service transition and take-on approach.
- Service rehearsal and supporting artefacts.
- Training materials, Knowledge Base Articles, and learning content.
- Service Experience Definition (user journeys, principles, “what good looks like”).
- Service Performance & Experience Dashboard.
- Service Improvement Roadmap aligned to experience outcomes.
An active SC clearance is required for this role. At a minimum, candidates must be eligible and willing to undergo security clearance. Due to the short-term nature of the contract and the urgency of the requirement, the client may prioritise applicants who already hold active SC clearance and meet all essential criteria.
Our Company:
Malikshaw Interim & Executive is a specialist provider of talent management solutions helping our clients transform the delivery of our public services. As an Equal Opportunities Employer, we combine providing the best talent with delivering diverse, inclusive workforces and particularly encourage applications from candidates who are likely to be underrepresented. These include people from Black, Asian and minority ethnic backgrounds, disabled people, LGBTQI+ people, and women.
How to Apply:
Please apply through the link provided to send your application directly to the Recruiter managing this assignment.
If you qualify for any of the above, please notify us on your covering letter and your recruiter will confirm if the client is a member. We will then be in touch to discuss your suitability and arrange your Guaranteed Interview.
Should you require reasonable adjustments at any point during the recruitment process or if there is a more accessible way for us to communicate, please do let me know.
- Design and implement an industry leading LEO Service Wrap across MVP, Transition and Final operating models.
