ITIL Architect

Senior Consultant – ITSM Service Architecture Specialist
Permanent 
Remote 
SC CLEARED

Overview: We are seeking a Senior Consultant – ITSM Service Architecture Specialist to deliver ITIL 4-based service management solutions for UK government clients.

This permanent role is home-based (UK) with up to 25% travel for client workshops and meetings. You will work as part of a collaborative team to implement ITIL service value stream practices, document and optimise ITSM processes, and lead discovery workshops focusing on governance modelling, IT landscape analysis, and service roadmap development. The ideal candidate will combine deep ITIL 4/ITSM expertise with strong communication skills and an understanding of public sector environments.

Key Responsibilities

• Serve as the Technical Lead working with the Engagement and Value Manager to build the Process Transformation Practice
• Service Architecture & ITIL Implementation: Design and implement IT service architectures and value stream-based processes aligned with ITIL 4 best practices. Ensure that service processes and operating models are optimised and aligned with ITIL guidelines to deliver business value.
• Process Documentation: Develop, document, and maintain ITSM processes and standard operating procedures. Baseline current processes and update documentation to reflect improvements, ensuring consistency with ITIL 4 practices and governance standards.
• Service Value Streams: Embed ITIL 4 service value stream practices across the service lifecycle, focusing on end-to-end value delivery and continual improvement. Champion the shift from isolated processes to integrated value streams that improve efficiency and user experience.
• Discovery Workshops & Analysis: Lead discovery workshops with client stakeholders to assess governance models, IT landscape components, and service delivery challenges. Elicit requirements and pain points, and translate findings into structured service roadmaps and actionable improvement plans.
• Governance Modelling: Develop and recommend service governance structures (roles, responsibilities, RACI models, cadence of review) tailored to the client’s organisational needs. Ensure that governance frameworks meet public sector accountability and compliance requirements.
• Service Roadmap Development: Create strategic service improvement roadmaps that outline the transition from current state to target state service models. Define milestones for implementing new or enhanced ITSM capabilities (processes, tools, organisational changes) aligned with the client’s business objectives.
• Stakeholder Engagement: Work closely with senior stakeholders in government settings to understand their service requirements, communicate solutions, and ensure buy-in. Present findings, proposals, and status updates to both technical and non-technical audiences in a clear, professional manner.
• Team Collaboration & Knowledge Sharing: Collaborate with fellow service architects, process owners, and subject matter experts to design holistic solutions. Take a leadership role in contribution to a team culture of knowledge sharing and continuous improvement – for example, by mentoring junior consultants and disseminating ITIL best practices.
• Quality Assurance: Review and assure service designs and process changes for effectiveness, scalability, and alignment with best practices. Identify gaps or risks in proposed service solutions and drive corrective actions or design adjustments as needed.
• Continuous Improvement: Monitor service performance and process KPIs post-implementation. Identify opportunities for further improvement in processes, tools, or organisational capabilities. Drive a cycle of continual service improvement in line with ITIL’s guiding principles.

Essential Qualifications & Experience

• Extensive ITSM Experience: Significant experience (e.g. 5 years) in IT Service Management roles, including designing and improving ITIL-aligned processes across the service lifecycle. Proven track record of implementing ITIL frameworks in a medium or large organisation or via consultancy engagements.
• ITIL Expertise: Strong knowledge of ITIL 4 framework is required – including its Service Value System, practices, and value stream concepts. ITIL 4 Foundation certification (or higher) is required, demonstrating formal understanding of ITIL principles.
• Service Architecture Skills: Hands-on experience developing IT service architectures or operating models. Ability to define end-to-end service operating models, processes, and workflows that are practical and outcome-focused. Familiarity with enterprise architecture or modelling techniques is an advantage for analysing complex IT landscapes.
• Process Documentation & Analysis: Excellent ability to document processes clearly and concisely – e.g. process maps, RACI charts, SOPs. Detail-oriented approach to ensuring process documentation aligns with industry best practices and can be easily understood by stakeholders.
• Workshop Facilitation & Communication: Strong facilitation skills to lead discovery workshops and requirements sessions. Exceptional communication and interpersonal skills, with the ability to engage stakeholders at all levels (from technical teams to senior government officials) and translate technical concepts into business terms.
• Public Sector Awareness: Experience working with or for government or public sector clients is highly desirable. An understanding of public sector IT constraints (e.g. security, compliance, procurement processes) and familiarity with government service standards or governance expectations will be beneficial.
• Teamwork & Leadership: Proven ability to work effectively as part of a multidisciplinary team, contributing to shared goals and mentoring others as needed. Comfortable collaborating in a consulting/project team environment, as well as working independently when required to drive tasks to completion.
• Tools & Technology: Good understanding of common ITSM tools and technologies. Experience with ITSM software (such as ServiceNow, BMC Remedy, or similar) for process implementation and reporting is highly advantageous. Competence in standard office and collaboration tools is expected.
• Security Clearance: Must be eligible for UK Security Check (SC) clearance, and willing to undergo the clearance process. Existing SC clearance (or higher level clearance) is a strong plus, as many projects deal with sensitive government information.

Eligo Recruitment is acting as an Employment Business in relation to this vacancy. Eligo is proud to be an equal opportunity employer dedicated to fostering diversity and creating an inclusive and equitable environment for employees and applicants. We actively celebrate and embrace differences, including but not limited to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran status, and disability. We encourage applications from individuals of all backgrounds and experiences and all will be considered for employment without discrimination. At Eligo Recruitment diversity, equity and inclusion is integral to achieving our mission to ensure every workplace reflects the richness of human diversity.