Service Architect

Reports To: Product & Service Design Director

Location: Remote with some travel when required

Salary: Competitive plus Benefits

Purpose

The Service Architect plays a critical role in the definition, design, and documentation of high quality, scalable, and commercially viable services within Bell’s product and service portfolio. Working within the Product & Service Design function, the Service Architect ensures that new or enhanced services are strategically aligned, operationally feasible, and optimised for efficient delivery and customer value.

Responsibilities

• Lead the creation of end-to-end service designs for new or modified services, ensuring clarity in scope, features, performance, SLAs, support, and delivery model.
• Develop and maintain service artefacts, including service blueprints, runbooks, RACI matrices, onboarding/offboarding guides.
• Work closely with Product Managers to define viable service offerings that align with market needs and technical capabilities.
• Collaborate with delivery, operations, technical teams, and external vendors to ensure operational readiness and delivery feasibility.
• Participate in service design reviews, architecture forums, and governance boards to validate service models and ensure cross functional alignment.
• Define service boundaries and consumption models that support pricing strategies, internal cost models, and commercial viability.
• Work with Finance and Product Management to input into cost modelling and identify levers for profitability and operational optimisation.
• Ensure smooth handover of service designs to delivery and support teams, with appropriate documentation, training, and tooling guidance.
• Validate that service support models (e.g., Service Desk, incident management, reporting) meet customer and operational requirements.
• Support post launch service reviews, identifying opportunities for improvement, risk mitigation, or optimisation.
• Maintain version control of service artefacts and ensure updates reflect ongoing changes in technology, process, or customer demand.

Requirements

• 5+ years’ experience in service architecture, service design, or IT service management within a complex or technology-led business.
• Strong understanding of ITIL, service lifecycle management, and modern service delivery models (cloud, hybrid, managed services).
• Demonstrated ability to design, document, and communicate complex service models to both technical and non-technical audiences.
• Experience working across cross-functional teams including product, delivery, sales, operations, and finance.
• Excellent analytical, organisational, and communication skills.
• Proficient in creating and managing service artefacts using tools like Visio, Lucidchart, Confluence, or similar.
• Familiarity with architectural and operational frameworks (e.g., TOGAF, COBIT, ISO 20000).
• Understanding of commercial modelling including cost-to-serve and pricing strategies.
• Experience working within Agile or hybrid development/delivery environments.
• Certification in ITIL v4, SIAM, or similar service management methodologies.

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