Service Desk Architect

📋 Description Define the Service Desk target operating model, architecture standards, and transformation roadmap Design scalable, resilient, and secure support services aligned with business and technology Define support tiers, escalation models, service boundaries, and operational governance Design and maintain shared responsibility and accountability frameworks across Service Desk Develop RACI matrices, escalation paths, and supplier operating models Establish clear ownership for incidents, service requests, problems, changes, knowledge, and 🎯 Requirements 8+ years of experience in Service Management, Service Desk Architecture, IT Operations, or Strong experience designing enterprise-scale Service Desk operating models Proven experience working within SIAM and multi-supplier environments Expertise in shared responsibility models, accountability frameworks, and service ownership Strong understanding of operational data flows, service integration, governance, and end-to-end Hands-on experience with ServiceNow, CMDB, monitoring tools, IAM, endpoint management, and cloud