Service Architect at Phoenix Group (2025-08 – Present)
Point of contact for several high profile hubs (pensions and savings, core finance & treasury, and asset management including front, middle and back of house trading support) within the financially regulated business to support up and coming projects and deliverables
- Working within multi layered vendor delivery teams, covering technology, process, and service to ensure contractual cover, TSAs, Reverse TSAs are maintained and compliant with the needs of the business, including costs, timescales, RACIs and penalty terms.
- Driving changes to operating models to shift from project delivery to overall business accountability and operating model standards
- Driving standards of Service Design artefacts away from project based to following business operating models, and the generation of patterns to ensure consistent approaches to ITIL standards.
- IT Service Operations AI Lead covering new and emerging use cases and technologies, including acting as a sign off authority for any impacts to Service Operations
- Ensuring IT changes required to fulfil regulatory or audit obligations are understood and the impacts can be documented and serviced
- Represented IT Service Operations and their functional and non-functional needs at all aspects of the governance lifecycle including: Procurement / RFP, Architecture Review, Technology Approval, Business Case Approval, and, Project Initiation.
- Creation of Service Design Documentation to ensure all ITIL processes, ownerships, resourcing requirements and cost controls are understood and applied to a range of technologies covering Mainframe, Middleware, Cloud, EUC, Hosted and SaaS Applications, and integrated applications and technologies.
Service Architect (Contract) at MOJ (2023-11 – 2025-08)
Ownership of the Service Architecture new secure area technology systems including business operating models, cost models, resourcing models, and associated process documents
- Engagement with Service Delivery Managers both internally and externally to ensure services meet the required capabilities and can provide the relevant metrics to support business forecasting, management and decision making.
- 2LS In-housing of active applications (Legacy / COTS / inhouse developed)
- Supporting RFP & Bid documents to release to tender, alongside the evaluation and subsequent award of contracts
- Creation of Service Design Pack for a new strategic initiative including insourcing of solutions, re-architechting and engineering a replacement, TUPE of staff, creation of new knowledge, processes, vendor contracts, reporting, and RBAC controls. Supporting a 9 month deployment to 104 sites, with 7500 devices and a constantly changing user base of circa 100k
- Driving efficiencies in process mapping and creation from high level processes down to working instructions where required
- Supporting work to operationalise Microsoft Entra best practice in regards to Privilaged Access (both workstations and users) to ensure least privilege and secure environments for support.
- Ensuring ITIL standards are upheld during insourcing from vendors
- Ensuring Service Transition can be carried out in a timely and efficient manner to meet business needs without increasing costs.
- Supporting the creation of Service Transition Plans including knowledge creation and training plans
Service Architect at DXC Technology (2022-05 – 2023-11)
Ownership of the Service Architecture for an SC cleared account (Modern Workplace, Augmented Reality, EUC, Data Centre exit & migrations)
- Creation of Target Operating Models for existing and new accounts, including business change
- Creation and buildout of Greenfield SC accounts (Hybrid Cloud, SAP, EUC, Applications, Modern Workplace)
- Creation of Service Architecture structure and underlying document stack
- Working within pre-sales as part of the Service Integrator team to ensure services being proprosed through RFI/RFP and contracting are deliverable, and of value to the business, including making bespoke services or changes to existing services where appropriate, including changes to cost models where longer term contracts make margin erosion the better proposal for larger revenue generation.
- Responding to RFP/RFIs in the market and working through requirements gathering, into High & Low Level Service Design Documents in support of bidding for contracts.
- Driving maturity in triage of new projects to deliver value for money
- Engagement with clients to ensure their requirements are fully captured and delivered
Service Designer at Calyx (2021-03 – 2022-05)
Creation of a new Service Design capability within the architecture arm of the business
- Creation of New Business Structure and topology including KPI design and OLA agreements to meet business end goals
- Driving the maturity of ITIL & ITSM processes at an enterprise level
- Engagement of senior stakeholders to embed Service Design as a function and increase collaboration
- Creation of Service Designs to support migrations of products from legacy technology to cloud architecture, including transitional states of utilising both
- Ensuring Service Transition is fully enabled to deliver technical changes with a view of service good practise
- Acting as the Service Delivery Manager for the R&D function out to the wider Business Unit & for 3rd Party Vendors
- Driving architectural principles towards standardisation/configuration and reuse rather than bespoke to achieve value for money, speed of delivery, and cost-effective service.
- Migration of ITSM toolsets to reduce costs while driving efficiencies and ensuring requirements are still met from both a user and regulatory standpoint.
- Active participation in vendor contract negotiations to ensure service requirements are met or mitigated
- Facilitator in wider enterprise architecture initiatives, including CSDM & business process modelling
Senior Service Designer (Maternity Cover) at Experian Plc (2020-04 – 2021-03)
- Creation of Service Design Packs for large, complex, strategic products, including cost-to-serve models and resource impact assessments
- Validation of ITIL processes and recommendations for improvements
- Support and coaching of junior team members
- Consulting solution architects to drive service design principles into solution design
- Stakeholder and Senior Leadership engagement/management
- Supporting and deputising the Head of the Department
- Driving the best value from the service organisation with a client-first perspective on designs
- Discovery, raising, escalation and management/remediation of risks
- Process and document improvement to ensure functional and non-functional requirements (including testing plans & acceptance criteria) are met for teams both up and downstream of the design process
- Review and approval authority for service operations of Project Initiation Documents, including validation of cost assumptions
Service Designer at Experian Plc (2019-06 – 2020-04)
- Creation of Service Design Packs for a variety of products and projects
- Identification, management, and escalation of risks to the project and business
- Working to embed Service Design thinking/principles throughout the business
- Engagement and approval at key business and project governance boards
- Identification and execution of opportunities to improve processes and put the client first
- Identification and recommendations for opportunities to 'shift left.'
B2B Change Partner at Experian Plc (2018-10 – 2019-06)
- Coordinating and managing all project activity and ensuring project deliverables are achieved to plan for small to large projects
- Leading project teams in the delivery of business and client requirements from inception to completion
- Preparing project documentation, procedures and plans, including communication plans
- Maintaining stakeholder engagement, producing status reporting for steering
- Identification, management and escalation of project risks
- Alignment of activity with wider programmes of change and projects with identified dependencies.
- Facilitation of decision-making through the gathering, coordination and presentation of information to key stakeholders
- Building effective working relationships with key stakeholders across the wider business
Custodial Manager at HMPPS (2017-02 – 2018-10)
- Daily operational management of the centre
- Management of Security projects (physical and procedural)
- Management of incidents
- Incident reporting and escalation
- Line Management and development of staff
- Report writing and presentation
- Functional Management – Security (Intelligence, CHIS/RIPS, Searching, Evidence, Incident Reporting, Local Security Strategy)
- Project Management for initiation of Body Worn Cameras and Five Minute Interventions
- Management of staffing levels in line with the national initiative
- Training delivery (Five Minute Interventions, Safer Custody, Case Management, Body Worn Cameras)
- Business case development
