The Service Design Architect is responsible for planning, designing, building, operating, and continually improving the IT Service Management Service Design capability for a Multi-Vendor Environment (MVE).
The role ensures that new or changed ICT services are fit for purpose, fit for use, supportable, measurable, and fully operable across all providers.
The Service Design Architect leads the development of end-to-end service design artefacts, orchestrates cross-provider design activities, and ensures design compliance with Department strategies, governance frameworks, and operational standards.
Key Responsibilities Provide subject matter expertise to support the Department in developing Service Design strategies, policies, and design standards.
Operate the end-to-end Service Design service in accordance with approved processes, standards and governance arrangements.
Design and submit Service Design artefacts for governance approval, including: Service Design Package (SDP) Service Acceptance Criteria (SAC) End-to-end service models SLAs, OLAs, KPIs, measurement standards Support models, RACIs, escalation paths Dependency and integration architecture Embed standardised design patterns for security, monitoring, capacity, continuity, automation, performance management, and operational support.
Record, maintain, and manage the accuracy of all Service Design artefacts and related service data within the Service Management Tool.
Assure Other Service Partners and Digital Service Delivery Teams are meeting obligations for populating and maintaining Service Design information.
Lead multi-provider design reviews, workshops and governance forums (e.g., Service Design Review Board).
Measure and manage Service Design performance against plans, KPIs, and contractual obligations.
Facilitate collaboration across the Department, Service Integrator, Other Service Partners, and Digital Service Delivery Teams to co-design integrated, supportable, governable services.
Key Deliverables The Service Design Architect is accountable for producing or maintaining (as applicable): Service Design Implementation