ITIL Service Architect

About the Job
Rackspace Technology is a leading provider of expertise and managed services across all major public and private cloud technologies. We’ve evolved our Fanatical Support to encompass the entire customer journey, providing Fanatical Experience™ from the first consultation to daily operations. Our passionate experts combine proactive, always-on service with best-in-class tools and automation to deliver technology as our customers need it.

Rackspace has been commissioned by the Kingdom of Saudi Arabia to build a sovereign multi-tenant private cloud that we have designed.

Role Overview
We are seeking a highly experienced Service Architect with ITIL expertise to join our professional services team, dedicated to supporting a key customer. The ideal candidate will possess a deep understanding of IT service management and a proven track record of designing and implementing ITIL-aligned services that deliver measurable business value. This role involves close collaboration with the customer to tailor service solutions that meet their unique needs and business objectives. You will help design a target operating model for cloud, considering ITIL processes, the people, the partners, and the technologies. You will identify new ITIL processes required to support the cloud environment and leverage existing ITIL processes that the customer uses to support legacy systems. This role will be permanently on-site with a customer in Riyadh (KSA). Arabic language skills will be highly advantageous.

Key Responsibilities

• Service Design and Architecture: Develop and implement comprehensive service designs that align with the customer's requirements and business goals, ensuring scalability, flexibility, and efficiency.
• Stakeholder Engagement: Work closely with customer stakeholders to gather and document requirements, understand business needs, and align service offerings accordingly.
• Service Strategy and Planning: Create service strategies that encompass the entire service lifecycle, from design through transition and operation, ensuring alignment with ITIL best practices.
• Risk Management: Identify and document potential risks and their mitigations, ensuring robust and resilient service designs.
• Operational Support Model: Develop and define the operational support model, including roles, responsibilities, and processes for effective service delivery.
• Continuous Improvement: Implement continual service improvement initiatives based on customer feedback and evolving business needs.
• Documentation and Reporting: Maintain detailed documentation of service architectures, processes, and workflows. Provide regular reports on service performance and improvements.
• Governance: Establish and maintain governance frameworks for service architecture, ensuring compliance with industry standards and organizational policies.
• Training and Mentorship: Provide training and mentorship to junior staff and customer stakeholders on ITIL best practices and service management principles.

Technical Skills

• Proficiency in IT service management processes and tools.
• Strong understanding of the ITIL service lifecycle and service value system.
• Experience with service design tools and methodologies.
• Ability to integrate services comprising different tools, providers, processes, and teams.

Soft Skills

• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Customer empathy and the ability to act on customer feedback.

Qualifications

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field. Advanced ITIL certifications (e.g., ITIL v4 Foundation, ITIL Specialist: Drive Stakeholder Value) are highly desirable.
• Experience: Minimum of 7-10 years of experience in IT service management, with a focus on service architecture and design within an ITIL framework.