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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