Service Architect - ITSM

ITSM Service Architect - HALOITSM

Nicholas Howard are delighted to be seeking an experienced ITSM Service Architect to act as the design authority for a HaloITSM implementation, owning the end-to-end service management model and ensuring processes, data, configuration and integrations align with ITIL best practice.

Key Responsibilities

• Define the target ITSM operating model across Incident, Service Request, Problem, Change, Knowledge, Service Level, Asset and Configuration Management.

• Design the service hierarchy, request catalogue, workflows, categorisation, priorities and approval processes.

• Own the CMDB and service model, including CI relationships, data ownership, reconciliation and data quality across multiple integrated systems.

• Define SLA/OLA frameworks, support models, escalation paths, resolver groups and governance structures.

• Review business requirements and integration designs, ensuring consistency and challenging unnecessary customisation in favour of Halo-native capabilities.

• Maintain high-level design documentation and decision logs, and define reporting KPIs and continual improvement processes.

Essential Experience

• 10+ years’ experience in IT service management, with hands-on design across multiple ITIL practices.

• Led the end-to-end design of at least two ITSM tool implementations.

• Strong CMDB, configuration management and service modelling experience, including multi-source data reconciliation.

• Proven experience designing and implementing SLA/OLA frameworks, priority matrices and operational processes.

• Previous experience acting as a design authority, confidently challenging stakeholders, suppliers and technical teams.

• ITIL 4 certification; Managing Professional or Strategic Leader preferred.

• Excellent communication skills, with the ability to engage both technical teams and senior stakeholders.

Desirable

• Direct HaloITSM implementation or architecture experience.

• Experience with Halo reporting and/or Power BI.

The ideal candidate will combine strategic service architecture with practical ITIL process design, providing the standards and governance needed to deliver a consistent, scalable and effective ITSM solution.