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
1. Provide subject matter expertise to support the Department in developing Service Design strategies, policies, and design standards.
2. Operate the end-to-end Service Design service in accordance with approved processes, standards and governance arrangements.
3. Design and submit Service Design artefacts for governance approval, including:
4. Service Design Package (SDP)
5. Service Acceptance Criteria (SAC)
6. End-to-end service models
7. SLAs, OLAs, KPIs, measurement standards
8. Support models, RACIs, escalation paths
9. Dependency and integration architecture
10. Embed standardised design patterns for security, monitoring, capacity, continuity, automation, performance management, and operational support.
11. Record, maintain, and manage the accuracy of all Service Design artefacts and related service data within the Service Management Tool.
12. Assure Other Service Partners and Digital Service Delivery Teams are meeting obligations for populating and maintaining Service Design information.
13. Lead multi-provider design reviews, workshops and governance forums (e.g., Service Design Review Board).
14. Measure and manage Service Design performance against plans, KPIs, and contractual obligations.
15. 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):
16. Service Design Implementation & Management Plan
17. IT Service Management Service Design Plan (annual)
18. Service Design Package (SDP)
19. Service Acceptance Criteria (SAC)
20. Design artefacts supporting Catalogue, CMDB, KB, monitoring and support models
21. Design review packs, stage gate evidence, integration assessments
22. TRR and ORR readiness documentation
23. Monthly design performance reports
Skills, Experience & Certifications
24. Demonstrated expertise in ITIL 4-based Service Design in complex, federated or multi-vendor environments.
25. Strong understanding of SIAM, multi-provider operating models, and service integration principles.
26. Experience leading cross-provider service design working groups, workshops and governance forums.
27. Ability to translate business goals, security requirements, and operational constraints into structured service designs.
28. Advanced proficiency with Service Management tools (e.g., ServiceNow) and CMDB structures.
29. Minimum AGSVA Baseline Clearance.