Context
You work in the Service Integration and Management (SIAM) domain, responsible for the end-to-end design, governance and adoption of core IT Service Management (ITSM) processes in a complex, multi-vendor environment.
You work as a process architect, responsible for translating business, operational, compliance and IT needs into coherent, cross-domain process solutions. You ensure that processes, roles, controls, tooling, reporting and supplier obligations form one effective and interoperable operating model that delivers measurable service outcomes.
Role and Responsibilities
- You understand the business and IT vision, strategy, operating model and transformation roadmaps, and translate them into an actionable process architecture.
- You ensure that there is a complete, relevant and clear set of functional, non-functional, operational, reporting, security and compliance requirements.
- You translate these requirements into effective, reliable, scalable and future-proof ITSM process architectures, policies, standards, process flows, roles, RACI models, quality criteria, control points and integration points.
- You take architectural responsibility for the lifecycle and interoperability of core ITSM processes, including Incident, Problem, Change, Service Request, Knowledge, Asset and Configuration, and Capacity Management.
- You work with process owners, functional analysts, product owners, operational teams, architecture teams and suppliers to create end-to-end solutions across organizations, domains and tools.
- You prepare process blueprints, solution descriptions, models, implementation guidance, playbooks, templates and visual documentation.
- You define process KPIs, controls, dashboards and reporting requirements, monitor adoption and performance, and drive continuous improvement through structured feedback and governance.
- You ensure that implemented solutions remain aligned with the approved process architecture during design, implementation, transition and operation.
- You contribute to estimates, implementation roadmaps, delivery planning, dependencies and risks for process and tooling changes.
- You act as a key point of contact for business and IT stakeholders on cross-domain SIAM and ITSM process design.
- You contribute to RFI and RFP processes and translate process, reporting, integration and non-functional requirements into supplier contracts and service obligations.
- You support audits and regulatory compliance, including ISO 27001 and NIS2, and coordinate remediation and formal approvals where required.
- You lead cross-functional and multi-vendor working groups, align stakeholders and present recommendations and decisions to governance bodies and executives.
- You support adoption through communication, training and coaching, and coach colleagues evolving towards a process architect or analyst role.
- You contribute to the SIAM Process Centre of Excellence and maintain reusable knowledge assets and process models in the relevant repositories.
