Principal Architect (Service Strategy & Service Management)

Serco
Germany
Workplace: HybridFull timeFunction: Software EngineeringExperience: 10+ yearsSkills: ["Stakeholder engagement","Technical and strategic writing","Governance","Customer satisfaction management","Continual improvement"]

Develop and evolve service strategy for the ESOC service environment in Darmstadt. Own the service portfolio and service catalogue, assess service models and strategic/sourcing options, and perform demand, usage, and value forecasting. Analyze service costs and support business-case and affordability decisions. Lead stakeholder engagement, service governance, KPI reporting, and continual improvement, coordinating suppliers and maintaining ITIL-aligned service management processes.

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FursaFursa
Serco
Serco
1 day ago

Principal Architect (Service Strategy & Service Management)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Develop and evolve service strategy for the ESOC service environment in Darmstadt. Own the service portfolio and service catalogue, assess service models and strategic/sourcing options, and perform demand, usage, and value forecasting. Analyze service costs and support business-case and affordability decisions. Lead stakeholder engagement, service governance, KPI reporting, and continual improvement, coordinating suppliers and maintaining ITIL-aligned service management processes.
Location: Germany
Workplace: Hybrid
Employment Type: Full time
Job Function: Software Engineering
Seniority: Director level

Key Responsibilities

  • •Gather, structure, and maintain customer, business, and service requirements with traceability to service strategy and decisions.
  • •Develop and maintain service strategy, strategic framework, service portfolio, and service catalogue across the service lifecycle.
  • •Assess service models, strategic options, and sourcing approaches to support investment, affordability, and make/buy decisions.
  • •Analyze service demand and usage, producing forecasts and comparing expected versus actual demand.
  • •Define and operate service governance and reporting (KPIs, management information, reviews, escalations, risks), coordinating supplier interfaces and OLAs.

Pay and Benefits

Perks:Relocation AllowanceHybrid WorkingHealth InsurancePensionDiscounts

Key Requirements

  • •10+ years of experience in IT Service Management, service strategy/governance, or complex managed services, with significant responsibility.
  • •Strong ITIL/IT Service Management knowledge across risk, change, knowledge, capacity & performance, service level, service continuity, and continual improvement.
  • •Proven ability to develop Service Strategies, Service Portfolios, and Service Catalogues across the service lifecycle.
  • •Practical demand management experience, including usage analysis, forecasting, and demand-versus-actual assessment.
  • •Ability to define and operate service governance (KPIs, reporting, review cycles, escalations) and coordinate multi-provider/OLAs; plus excellent stakeholder engagement.
Experience:10+ yearsIT service managementEnterprise ITMulti-provider
Skills:Stakeholder engagementTechnical and strategic writingGovernanceCustomer satisfaction managementContinual improvement
Certifications:ITIL 4
Tech Stack:ITILIT Service Management

Eligibility

Security Clearance:ITAR Export Control screening

Company Brief

Serco
Provides public services across defence, transport, health, justice, immigration and citizen services, delivering operations, consultancy and managed services to governments and commercial clients worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Hook, United Kingdom
Founded: 1929
WebsiteLinkedIn