Service Architect
Mastek (UK) Ltd, United Kingdom

Background:

Mastek delivers end to end IT Service Management (from Service Design, Service Transition, Service Operations to Automated deployments amp; Continuous Service Improvements) to a number of clients via the embedded use of ITIL practices.

We often provide complex cross-cutting services that integrate many nationally critical systems. These span 000’s of users and millions of end-users across central government departments. Key to our success is the use of advanced ITSM approaches, and by combining these with modern Agile DevSecOps practices we provide true run/change capabilities. In many instances we collaborate with other suppliers to deliver single citizen-facing IT support capabilities.

We are currently seeking a self-sufficient, highlight motivated and experienced service architect to work alongside one of our secure customers in an exciting and dynamic role to support a critical Service Centre Transition and Transformation initiative.

Job Overview:

Our customer has already embarked on an ambitious, complex and multifaceted approach to transition and transform their service centre operations. Requirements range from the transition of services from incumbent suppliers to a number of replacement Managed Service Providers, introducing new Service Desk structures, and also the upgrading of tooling. This will also mean a revision to processes, with supporting data translation activities from ‘as is’ to ‘to be’.

As Service Management experts, the customer is looking to us for key support in ensuring successful Programme delivery. As a consequence, we are seeking a highly qualified and experienced technical Service Architect to work alongside the customer to ensure that the end to end design and delivery activity is fit for purpose. This will be a combination of ‘hands on’ and team management, with the successful candidate needing to be experienced in identifying, communicating and managing the risks associated with all facets of end to end service transition and transformation.

Organisational position and reporting line:

As an integral part of an end to end solutions team, the role will report into the Customer’s Transition Manager, and will provide technical support by leading on the end to end integration of the Project and Programme capabilities. This will include the provision of weekly updates on activities and issues, as well as seeking customer input and direction where required

Responsibilities

This role will require you to liaise and coordinate with multiple stakeholders across the breadth of the programme, with a specific focus on de-risking all aspects of transition and transformation. As guided by the customer, the successful candidate will undertake the following activities and responsibilities:

• Develop an understanding of the end to end capability across the breadth of the solution covering process, data and tooling.
• Provide technical support to the (end to end coherence) governance board
• Provide technical support to the Test Manager throughout SIT and EIT.
  • Review proposed test plans and test scripts to ensure coherence with the solution being delivered.
  • During testing, coordinate the defects that need end to end resolution and lead the resolution of those defects.
  • Support testing of the end to end Non-functional requirements, noting that not all parties are commercially bound to these.
• Provide technical support to the Transition Office throughout Beta, Cut Over and during Early Life Support.
  • Review proposed trial and early life support plans to ensure coherence with the solution being delivered.
  • During trial and early life support, coordinate the issues that need end to end resolution and lead the resolution of those defects.
• Capture and document the end to end capability gaps identified during testing and trialling. Propose an action for resolution either before or after cut over
• Provide support and direction to other Mastek team members, including Technical Specialists

Requirements

Essential Skill and Competencies

• Demonstrable ‘hands on’ experience in providing technical support to service transition activities, including the ownership of the end to end service architecture blueprint
• In depth knowledge of various service design and architecture approaches (including SIAM), with evidence of their application in a complex multi supplier/multi customer environment
• Fully conversant with a broad range of market leading Service tools (including BMC Remedy and Service Now), and in particular must be able to guide the customer in detailed successful design, implementation and migration
• Qualified in ITIL v3
• Experienced in designing service solutions in highly secure en

Job Rewards and Benefits