Service Architect

Telefonica Tech

17d

About The Position

The Service Architect supports service design for sales, pre-sales, bid opportunities, service implementation, and service opportunities, aligning with Telefónica Tech’s strategic delivery of policing services. The role is the primary service design and architecture interface between the customer and Telefónica Tech, working closely with service delivery and project teams on new projects and services to provide guidance on service architecture and delivery. The Service Architect also acts as a subject matter expert, explaining service solutions across technical delivery, ITIL, and supporting business functions. The role supports, develops, and transforms enterprise IT services within the policing sector. It leads the design and implementation of managed service operations and project delivery, develops IT lifecycle management, and turns service strategy into processes, procedures, operational runbooks, and guides. It also introduces IT service roles and processes that bridge customers with internal and external IT suppliers, coordinates the transfer of ICT services to new service designs, and defines ITIL-based service management standards for Telefónica Tech IT teams. The position supports frameworks including Agile, DevOps, ITIL, SFIA, and TOGAF. The role requires relevant professional experience in Atlassian platform architecture, administration, and development in a medium-to-large enterprise, including demonstrable expertise in Jira and Confluence configuration, integration, automation, and governance. The successful candidate must hold or be eligible to obtain UK Security Check (SC) Clearance, which is mandatory for appointment.

Requirements

Previous experience in a Service Architect role.
Experience designing, implementing, and delivering enterprise-level IT managed services.
ITIL qualified.
Experience in policing-sector-aligned service architecture.
Experience managing ITIL processes across service towers and third parties (SIAM).
Experience at senior management level in a large, complex, customer-facing organization.
Proven experience developing and implementing IT strategies to achieve transformational change and efficiency.
Relevant professional experience in Atlassian platform architecture, administration, and development within a medium-to-large enterprise environment.
Demonstrable expertise in Jira and Confluence configuration, integration, automation, and governance.
Must hold or be eligible to obtain UK Security Check (SC) Clearance; this is mandatory for appointment.

Nice To Haves

Advanced academic background, preferably to good degree level or equivalent.
Proven commercial acumen.
Good working knowledge of relevant functional systems.
Experience dealing with and influencing multi-tier management.
Atlassian Certified Professional (ACP) certification(s).
ITIL Foundation.
Security or cloud platform certifications.

Responsibilities

Support service design for sales, pre-sales, bid opportunities, service implementation, and service opportunities in alignment with Telefónica Tech’s policing services strategy.
Act as the primary service design and architecture interface between customers and Telefónica Tech.
Work with service delivery and project teams on new projects and services, providing guidance, direction, and advice on service architecture and delivery.
Act as a subject matter expert on service solutions across technical delivery, ITIL, and supporting business functions.
Support, develop, and transform enterprise IT services within the policing sector.
Lead the design and implementation of managed service operations and project delivery.
Develop IT lifecycle management and translate service strategy into processes, procedures, operational runbooks, and guides.
Lead the introduction of IT service roles and processes that bridge customers with internal and external IT suppliers.
Liaise with programme, project, and transition management to plan and manage the transfer of ICT services to new service designs.
Define standards for Telefónica Tech IT teams to adopt ITIL-based service management.
Support core IT department frameworks, including Agile, DevOps, ITIL, SFIA, and TOGAF.
Configure, integrate, automate, and govern Jira and Confluence within an enterprise environment.