Our Technology team continues to go from strength to strength, playing a vital role in firm-wide innovation, operational excellence, and business strategy. Far from being a traditional support function, Technology is central to the firm’s growth agenda and is backed by strong leadership engagement and sustained investment across platforms, infrastructure, cyber security, data, AI, and digital transformation initiatives. The Technology organisation supports a global user base across multiple international locations including the UK, UAE, Singapore, and Hong Kong, delivering business‑critical services within a highly demanding professional services environment. The estate is substantial and complex, comprising over 350+ services operating across a predominantly cloud‑first Microsoft ecosystem, including Azure, Microsoft 365, enterprise platforms, collaboration technologies, identity services, and business‑critical legal applications. As the firm continues to modernise its technology landscape, there is significant focus on improving service maturity, operational governance, automation, and platform reliability. This includes investment in cloud transformation, modern workplace technologies, service management capabilities, AI‑enabled operational tooling, and the ongoing evolution of enterprise architecture and engineering practices. The Service Management function plays a critical role within this environment, ensuring that technology services are designed, transitioned, operated, and continuously improved in a structured, scalable, and supportable way. The Service Management Architect will therefore operate at the heart of the firm’s technology transformation agenda, helping shape how services are delivered and managed across the organisation.
Mishcon’s Technology function is undergoing significant transformation, with increasing focus on platform maturity, operational excellence, automation, and scalable service delivery across a growing global technology landscape. Supporting business‑critical services across the UK, UAE, Singapore, and Hong Kong, the Technology organisation operates within a complex, highly integrated environment spanning cloud, SaaS, on‑premise, and modern workplace technologies. As the firm continues to modernise and scale its technology capabilities, there is an increasing need for well‑defined, supportable, and operationally mature technology services. The Service Management Architect will play a key role in shaping how technology services are designed, transitioned, governed, and operated across the organisation. This role offers the opportunity to work at the centre of large‑scale technology and operational transformation initiatives, helping define the standards, frameworks, and service models that underpin the firm’s global technology operations.
Key Areas of Focus
- Designing scalable and supportable service models for new and evolving technology platforms
- Improving operational readiness, governance, and service transition processes
- Supporting the evolution of the service catalogue, CMDB, and ITSM capabilities
- Driving greater standardisation, automation, and consistency across technology services
- Ensuring services are designed with resilience, security, supportability, and user experience in mind
Responsibilities
- Design end‑to‑end service architectures for new and existing technology services, ensuring alignment with enterprise standards, scalability, and operational effectiveness.
- Translate business and technical requirements into clear service models, defining support models, SLAs, KPIs, and operational processes.
- Collaborate with Solution Architects, Product Owners, Platform Owners, Service Managers, and Engineering teams to ensure services are designed with full lifecycle supportability.
- Drive the standardisation of service design documentation and templates across the organisation.
- Ensure all new or changed services are fully assessed for operational readiness before transition into production.
- Conduct gap analyses between proposed services and existing capabilities, recommending improvements or innovations where needed.
- Participate in governance forums, change advisory boards, and design reviews as the service architecture authority.
- Contribute to the continuous improvement of service design and management frameworks (e.g., ITIL, TOGAF).
- Support the development and evolution of the service catalogue and CMDB architecture.
In this role, you will work closely with Architecture, Engineering, Service Management, and Platform teams to ensure technology services are aligned to business outcomes and operational best practices. Over time, there is also an ambition to further modernise service operations through increased automation, improved operational insight, and AI‑driven service management capabilities.
Essential Qualifications
- Proven experience in IT service architecture, service design, or ITSM roles in complex enterprise environments.
- Proven experience with Service Transition.
- Deep understanding and experience of ITIL v4 principles and their practical application in service design and operations.
- Strong understanding of enterprise architecture frameworks such as TOGAF.
- Demonstrated experience designing services in cloud, hybrid, and on‑premises environments.
- Ability to define clear, actionable service models including roles, processes, metrics, and governance structures.
- Exceptional communication and stakeholder management skills.
- Proficient in creating high‑quality documentation and service design artefacts.
Desirable Qualifications
- ITIL v4 certification and/or TOGAF certification.
- Experience with tools such as Freshworks, BMC Helix, or other ITSM platforms.
- Familiarity with Agile, DevOps, and CI/CD principles.
- Relevant professional certifications in ITSM or Architecture frameworks.
Working Environment
Hybrid.
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