Business Architect

Business Architect – Service & Operating Model Design

Manchester / Cologne (Hybrid)

£600 per day Outside IR35

We’re supporting a European heavyweight SaaS organisation as they build and scale a large, multi-tower managed service across Finance Operations, KYC/Onboarding, Export & Logistics, and Customer Contact.

We’re looking for a Business Architect with deep experience shaping end-to-end operating models for corporate functions, someone who has designed and stood up large-scale BPO or Shared Service Centre environments, not just ITSM or technical service desk operations.

You will own the entire Target Operating Model, create the service blueprint, define controls, shape the tooling landscape, and lead transition planning across multiple countries.

The client has also recently launched a new Contact Centre in Cologne, so occasional travel between the UK and Germany will be needed.

What you will do

• Own and design the full Target Operating Model, people, process, data, technology, partners, governance
• Produce service blueprints, BPMN workflows, routing models and exception paths for finance, onboarding, export and customer care processes
• Design the control framework across Finance Ops, KYC, AML, export compliance, audit readiness and evidence management
• Define the tooling architecture across case management, CCaaS/IVR, WFM, document handling, OCR/RPA and analytics
• Build demand and capacity models including forecasting, staffing, shift patterns and seasonal planning
• Define SLAs, OLAs, KPIs, MI, dashboards, performance frameworks and cost-to-serve metrics
• Lead transition plans including pilots, staged go-lives, hypercare, risk and change management
• Coach teams in service design, human-centred design and lean operations; drive continuous improvement
• Work with UK teams and the Cologne Contact Centre to ensure consistent service delivery across locations

What you bring

• Proven experience architecting and scaling multi-tower BPO or Shared Service Centre environments
• Strong operating model and service design experience (TOM, RACI, spans/layers, service blueprinting, location modelling)
• Deep BPMN/process engineering capability with strong understanding of queue design and workforce planning
• Controls and compliance knowledge across finance reconciliation, KYC/AML, export documentation and audit readiness
• Familiarity with tooling such as Dynamics, ServiceNow, Salesforce, Genesys, NICE, Five9, Amazon Connect, UiPath/Power Automate, M-Files, SharePoint, Power BI or Tableau
• Strong stakeholder facilitation skills and confidence collaborating with Ops, Risk, Finance, Data and Enterprise Architecture
• Willingness to travel between the UK and Cologne as required

Why this role

You’ll shape the operating model for a major European SaaS organisation and architect a service spanning Finance, Risk, Logistics, Export and Customer Operations across multiple countries.

You’ll work directly with senior leadership, act as the design authority, and produce artefacts that reach executive level.

This is a chance to design a truly enterprise-grade service model from the ground up.