Job Description:

Job Title: Service Introduction Designer / Architect

Start Date: ASAP

Contract: 3 Month Rolling

IR35 Status: Inside

Location: London (Office attendance as required for workshops/key sessions)

Job Description

Purpose

Design and deliver the service framework and operational model for a new global Azure Virtual Desktop (AVD) solution, ensuring it is scalable, supportable, and integrated with enterprise processes such as Joiner-Mover-Leaver (JML).

Key Responsibilities

• Define the end-to-end service wrapper for AVD, including SLAs, support tiers, service catalogue entries, runbooks, and operational guidelines.
• Create and document JML workflows, provisioning processes, access controls, and operational procedures aligned with ITSM standards.
• Lead Service Transition, ensuring support teams (L1-L3) are trained and operationally ready.
• Develop workflows for incident, problem, request, and change management relating to the AVD platform.
• Work with engineering, identity, automation, and security teams to embed governance, monitoring, and compliance requirements.
• Align service design with ITIL, Azure best practices, and organisational governance.
• Act as service SME, engaging stakeholders across technology, operations, and business units.

Required Skills & Experience

• Strong understanding of Azure Virtual Desktop, Azure core services, identity and access management, and enterprise endpoint management.
• Proven experience designing or managing enterprise service models and operational workflows.
• Knowledge of ITIL v4 and experience with service transition/service introduction.
• Experience formalising JML processes in large organisations.
• Excellent documentation, communication, and stakeholder engagement skills.

Desirable

• Experience working in global retail or large distributed environments.
• Familiarity with ITSM platforms.
• Success Measures
• A fully operational AVD service with defined processes, governance, and support models.
• Streamlined, automated JML workflows supporting secure and efficient user lifecycle management.
• Support teams enabled and confident to run AVD at scale.
• Clear documentation and measurable service KPIs in place.

Extra Information

• Need someone that has experience across the identity space i.e. PAM / IGA / AD / Remote Access / MFA etc.

Role Purpose

• Support service introduction across the Identity & Access Management portfolio, addressing delivery capacity constraints.
• Enable timely rollout of multiple identity initiatives beyond current resourcing limits.

Key Initiatives / Scope

• MFA / YubiKey service introduction
• Identity Governance
• OnePassword
• ADDR
• Broader identity and access initiatives within the portfolio

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