ITIL Service Architect

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Rackspace Full time
Service Architect Job Description

Rackspace Technology is a leading provider of expertise and managed services across all major public and private cloud technologies. We've evolved Fanatical Support to encompass the entire customer journey, providing Fanatical Experience from first consultation to daily operations.

Our passionate experts combine proactive, always-on service and expertise with best-in-class tools and automation to deliver technology when and how our customers need it.

We are seeking a highly experienced Service Architect with ITIL expertise to join our professional services team, dedicated to supporting a key customer. The ideal candidate will possess a deep understanding of IT service management and a proven track record of designing and implementing ITIL-aligned services that deliver measurable business value.

Key Responsibilities
  • Develop and implement comprehensive service designs that align with the customer's requirements and business goals, ensuring scalability, flexibility, and efficiency.
  • Work closely with customer stakeholders to gather and document requirements, understand business needs, and align service offerings accordingly.
  • Create service strategies that encompass the entire service lifecycle, from design through transition and operation, ensuring alignment with ITIL best practices.
  • Identify and document potential risks and their mitigations, ensuring robust and resilient service designs.
  • Develop and define the operational support model, including roles, responsibilities, and processes required for effective service delivery.
  • Implement continual service improvement initiatives based on customer feedback and evolving business needs.
  • Maintain detailed documentation of service architectures, processes, and workflows. Provide regular reports on service performance and improvements.
  • Establish and maintain governance frameworks for service architecture, ensuring compliance with industry standards and organizational policies.
  • Provide training and mentorship to junior staff and customer stakeholders on ITIL best practices and service management principles.
Requirements
  • Proficiency in IT service management processes and tools.
  • Strong understanding of the ITIL service lifecycle and service value system.
  • Experience with service design tools and methodologies.
  • Ability to integrate services comprising different tools, providers, processes, and teams.
Preferred Qualifications
  • Advanced ITIL certifications (e.g., ITIL v4 Foundation, ITIL Specialist: Drive Stakeholder Value).
  • Minimum of 7-10 years of experience in IT service management, with a focus on service architecture and design within an ITIL framework.

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