Nicholas Howard Ltd

ITSM Service Architect - HALOITSM Nicholas Howard are delighted to be seeking an experienced ITSM Service Architect to act as the design authority for a HaloITSM implementation, owning the end-to-end service management model and ensuring processes, data, configuration and integrations align with ITIL best practice. Key Responsibilities Define the target ITSM operating model across Incident, Service Request, Problem, Change, Knowledge, Service Level, Asset and Configuration Management. Design the service hierarchy, request catalogue, workflows, categorisation, priorities and approval processes. Own the CMDB and service model, including CI relationships, data ownership, reconciliation and data quality across multiple integrated systems. Define SLA/OLA frameworks, support models, escalation paths, resolver groups and governance structures. Review business requirements and integration designs, ensuring consistency and challenging unnecessary customisation in favour of Halo-native capabilities. Maintain high-level design documentation and decision logs, and define reporting KPIs and continual improvement processes. Essential Experience 10+ years experience in IT service management, with hands-on design across multiple ITIL practices. Led the end-to-end design of at least two ITSM tool implementations. Strong CMDB, configuration management and service modelling experience, including multi-source data reconciliation. Proven experience designing and implementing SLA/OLA frameworks, priority matrices and operational processes. Previous experience acting as a design authority, confidently challenging stakeholders, suppliers and technical teams. ITIL 4 certification; Managing Professional or Strategic Leader preferred. Excellent communication skills, with the ability to engage both technical teams and senior stakeholders. Desirable Direct HaloITSM implementation or architecture experience. Experience with Halo reporting and/or Power BI. The ideal candidate will combine strategic service architecture with practical ITIL process design, providing the standards and governance needed to deliver a consistent, scalable and effective ITSM solution.