ITSM Service Architect

Step into a role where your expertise shapes the next generation of IT services. As a Service Architect at CGI, you will help clients reimagine how technology enables exceptional user experiences, strengthens operational performance, and delivers measurable business outcomes. You’ll work at the forefront of service innovation, supporting organisations across the UK as they modernise, transform, and adopt new ways of working. Here, you’ll contribute to high-impact change while enjoying the freedom to design solutions, the space to bring fresh ideas, and the backing of a collaborative community that enables you to grow, thrive, and truly influence the future of service management.

CGI was recognised in the Sunday Times Best Places to Work List 2025 and has been named a UK ‘Best Employer’ by the Financial Times. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner not just an employee.

We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you’ll be part of an open, friendly community of experts. We’ll train and support you in taking your career wherever you want it to go.

Due to the secure nature of the programme, you will need to hold UK Security Clearance or be eligible to go through this clearance. This is a hybrid position and you will be expected to travel 2-3 days a week to either CGI offices or to client sites.

Profil recherché

In this role, you will design, assure, and optimise service solutions that shape the way our clients deliver technology services across the UK. You will develop strategies, define operating models, and guide clients through the full service management lifecycle, ensuring solutions are practical, scalable, and outcome-focused. You will take ownership of key engagements, collaborate closely with client stakeholders, and apply creativity to solve complex service challenges while being supported by a strong, experienced team around you.

You will also play a vital role in developing others—mentoring junior consultants, sharing best practice, and contributing to a culture built on collaboration, curiosity, and continuous improvement. Your work will directly influence service excellence, operational resilience, and business transformation for a diverse client base.

Key responsibilities:

Lead & Innovate: Develop service management strategies and shape new service architectures aligned to client goals.

Design & Deliver: Create SDPs, HLDs and LLDs, ensuring clear, robust roadmaps for service delivery.

Assure & Optimise: Review, assure, and enhance service designs using ITIL and industry best practice.

Define & Collaborate: Work with stakeholders to articulate service requirements and integrate new solutions into operational environments.

Develop & Improve: Assess and refine service processes, driving continuous improvement across tools, workflows, and operating models.

Guide & Support: Mentor junior consultants and promote best practice across the advisory community.

Shape & Grow: Contribute to business development by identifying opportunities and designing tailored service management solutions.

Required qualifications to be successful in this role

To succeed, you’ll bring deep experience across service management, strong capability in designing and assuring service solutions, and the ability to work confidently with senior stakeholders. You should have a solid grounding in service strategy, service design, and industry frameworks, paired with a commercial mindset and the ability to guide teams through complex change.

Strong experience across the full service management lifecycle.

Demonstrable expertise in service strategy and service design.

ITIL Foundation certification (minimum).

Experience in IT project management, process design, and improvement.

Proven ability to assure service designs and provide constructive feedback.

Strong stakeholder engagement and communication skills.

Experience mentoring or coaching teams.

Understanding of ITSM tooling (e.g., ServiceNow, BMC Remedy).

Solid commercial awareness across SLAs, contracts, and multi-supplier environments.

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