AMS PSR

On behalf of FCDO, we are looking for a Service Architect Inside IR35 for a 6 months contract based Hybrid London.

The Foreign, Commonwealth & Development Office (FCDO) pursues our national interests and projects the UK as a force for good in the world. We promote the interests of British citizens, safeguard the UK's security, defend our values, reduce poverty, and tackle global challenges with our international partners.

As a Service Architect, your main responsibilities will be:

Key Responsibilities

• Design and deliver the end-to-end service architecture for LEO connectivity services
• Develop Service Design Packages, operating models, process flows and support models
• Define and implement Incident, Problem, Change and Request Management processes aligned to ITIL best practice
• Ensure alignment with ServiceNow workflows, reporting and service management principles
• Lead service transition activities, operational readiness reviews and BAU handover
• Design multi-supplier operating models across internal teams and external partners
• Establish SLA, OLA and KPI frameworks, including service performance reporting
• Develop user journeys and service experience models to drive service excellence
• Define governance, escalation and continuous improvement frameworks
• Produce service rehearsal materials, knowledge articles and training content for support teams

Essential Experience

• Proven background as a Service Architect within complex IT, infrastructure or connectivity environments
• Strong knowledge of ITIL service management principles and service lifecycle practices
• Experience designing and implementing services within ServiceNow
• Demonstrable experience creating Service Design Packages and support operating models
• Experience developing SLA, OLA and KPI frameworks
• Background working within project-to-BAU transition programmes
• Experience operating within multi-supplier service environments
• Ability to translate business and user requirements into practical service solutions

Desirable Experience

• Network, telecommunications, WAN, SD-WAN or satellite connectivity services
• Experience working within UK Government, Defence or highly regulated environments
• Supplier governance and commercial management experience
• Exposure to NOC, monitoring and observability capabilities
• Service design techniques including journey mapping, service blueprinting and user research

Deliverables

• MVP Service Model
• Full Service Design Package
• ServiceNow-aligned process design
• Supplier operating model and governance framework
• Service transition and take-on approach
• KPI, SLA and service reporting framework
• Knowledge articles, training materials and support documentation
• Service experience dashboard and continuous improvement roadmap

Please be aware that this role can only be worked within the UK and not Overseas.

Disability Confident 

As a member of the Disability Confident Scheme, FCDO guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

Armed Forces Covenant / Commitment

FCDO guarantees to interview veterans or spouses / partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates / military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".