Service Management/Service Architecture Consultant

Job Title: IT Service Management, Service Architecture & Business Analysis Lead
Location: Salisbury
Clearance Requirement: Current SC Clearance

Rates: £500 to £575 per day

Duration: 9 months +

We're looking for a highly capable IT Service Management, Service Architecture & Business Analysis Lead to support a complex transformation programme. This role blends strategic service design, ITSM leadership, and business change into a single, high-impact function. You'll help shape how services are defined, managed, and evolved across a secure and mission-critical environment.

• ITSM Strategy & Implementation:
  Define and deliver a robust, scalable IT Service Management (ITSM) strategy that aligns with business priorities and supports long-term service maturity.

• Service Architecture:
  Develop and maintain a service architecture model that ensures consistency, reusability, and integration across services and platforms. Define service models, ownership structures, and lifecycle states in line with ITIL best practice.

• Organisational Design for Service Delivery:
  Create and manage a fit-for-purpose ITSM organisational structure to support efficient and effective service operation and governance.

• Business Analysis & Change:
  Drive discovery and analysis efforts to capture technical and business requirements. Lead structured change initiatives ensuring stakeholder alignment and adoption.

• Stakeholder Management:
  Engage across technical and operational teams to ensure service design, transition, and delivery meet evolving customer and business needs.

• Project Delivery:
  Support or lead project delivery using PRINCE2 or APMP-aligned methodologies, ensuring outcomes remain on track and aligned to strategic goals.

• Process & Service Design Modelling:
  Use tools such as Microsoft Visio to design and document services, processes, and architectural views.

• Strong experience in developing and managing enterprise-grade ITSM strategies in complex or secure environments.

• Demonstrable experience in Service Architecture - including service modelling, definition, and governance.

• Proficient in Business Analysis techniques with a track record of managing change initiatives.

• Expert-level use of Microsoft Visio for process and architectural modelling.

• Accredited in ITIL v4 with practical implementation experience.

• Project delivery experience with PRINCE2 and/or APMP certification.

• Effective communicator with strong stakeholder engagement and influencing skills.

• Background in Defence, Government, or highly regulated sectors.

• Familiarity with enterprise ITSM tools (e.g., ServiceNow, BMC Remedy).

• Experience designing or managing services in high-assurance, mission-critical contexts.