Service Desk Architect

Anticipated Contract End Date/Length: 6 months contract
Work Setup: Hybrid (3 days per week onsite, mandatory)

Our client in the Information Technology and Services industry is looking for a Service Desk Architect to lead the design and transformation of Service Desk and End User Support services across a complex multi-supplier banking environment. The role will define service operating models, support architectures, shared responsibility frameworks, service integrations, and operational data flows to improve service quality, resilience, user experience, and governance.

Work across internal support teams, suppliers, service owners, and technology functions to establish scalable, resilient, and secure support services aligned with business and technology strategies. Drive service integration, operational readiness, continual improvement, and opportunities for automation and AI-assisted support.

What you will do:

• Define the Service Desk target operating model, architecture standards, and transformation roadmap.
• Design scalable, resilient, and secure support services aligned with business and technology strategies.
• Define support tiers, escalation models, service boundaries, and operational governance.
• Design and maintain shared responsibility and accountability frameworks across Service Desk, Resolver Groups, Application Support, Infrastructure and Network Teams, Security Operations, Cloud Providers, Third-Party Suppliers, and Service and Business Owners.
• Develop RACI matrices, escalation paths, and supplier operating models.
• Establish clear ownership for incidents, service requests, problems, changes, knowledge, and service performance.
• Define end-to-end operational data flows across ServiceNow/ITSM platforms, CMDB, monitoring and event management tools, IAM platforms, endpoint management solutions, security platforms, cloud environments, and business applications.
• Design service integrations that improve automation, service visibility, reporting, and operational efficiency.
• Establish data ownership, governance, lineage, and data quality controls.
• Eliminate operational silos and improve end-to-end service observability.
• Design service integration frameworks across multiple suppliers and internal support teams.
• Establish KPIs, SLAs, OLAs, XLAs, reporting, and governance models.
• Support service transitions, operational readiness, and continual service improvement initiatives.
• Identify opportunities for self-service, virtual agents, workflow automation, AI-assisted support, and ticket reduction.
• Drive improvements in user experience and operational efficiency through automation.
• Collaborate with global banking and technology teams to support resilient and effective service delivery.
• Ensure service architecture and operating models support regulatory controls, audit requirements, and outsourced service delivery models.