Service Desk Architect

Role Title: Service Desk ArchitectContract: TBCLocation: Sheffield. Hybrid 3 days per week onsiteRate: up to 577.76 p/d Umbrella inside IR35 Role purpose / summary Lead the design and transformation of Service Desk and End User Support services across a complex multi-supplier banking environment. Define service operating models, support architectures, shared responsibility frameworks, service integrations, and operational data flows to improve service quality, resilience, user experience, and governance. Key Responsibilities Service Architecture Define the Service Desk target operating model, architecture standards, and transformation roadmap.Design scalable, resilient, and secure support services aligned to business and technology strategies.Define support tiers, escalation models, service boundaries, and operational governance. Shared Responsibility Model Design and maintain accountability frameworks across:Service Desk (L1)Resolver Groups (L2/L3)Application SupportInfrastructure and Network TeamsSecurity OperationsCloud ProvidersThird-Party SuppliersService and Business OwnersDevelop RACI matrices, escalation paths, and supplier operating models.Ensure clear ownership for incidents, service requests, problems, changes, knowledge, and service performance. Data Flows and Service Integration Define end-to-end operational data flows across:ServiceNow / ITSM platformsCMDBMonitoring and Event Management toolsIAM platformsEndpoint Management solutionsSecurity platformsCloud ..... full job details .....