Job Summary

We are looking for an experienced Domain Architect with strong expertise in ITIL service management and ServiceNow. The role focuses on shaping and evolving the Service Management & Operations (SM&O) architecture to deliver scalable, reliable, and modern digital services across the organization.

Key Responsibilities

• Define and maintain the SM&O domain architecture aligned with business and IT strategy

• Translate frameworks such as ITIL 4, SRE, ITOM, and DevOps into practical, domain-aligned architectures

• Lead domain architecture and capability development for Service Management & Operations

• Design and align service management frameworks and operating models

• Define and maintain core information and data architecture models

• Establish integration and interaction patterns between SM&O and neighboring domains

• Contribute to architectural governance forums, design authorities, and roadmap reviews

• Ensure compliance with standards, governance, and architectural best practices

• Collaborate with multiple stakeholders including Operations Management, Retail, Supply, Range, and Franchise teams to align SM&O capabilities

• Act as a strategic liaison influencing stakeholders across business and IT

ServiceNow & ITIL Requirements

• Strong hands-on understanding of ITIL processes including:

  • Incident Management

  • Change Management

  • Problem Management

  • Service Management

• Experience with ServiceNow, including:

  • Understanding ServiceNow modules and functionalities

  • Creating and managing workflows within ServiceNow

  • Supporting IT service management processes through ServiceNow

Required Skills & Experience

• 10+ years of overall experience in IT / Architecture roles

• Strong expertise in ITIL-based service management

• Proven experience working with ServiceNow platforms

• Solid understanding of enterprise architecture, governance, and operating models

• Excellent stakeholder management and communication skills

• Ability to work in fast-paced, enterprise environments

Preferred Attributes

• Strategic thinker with strong problem-solving skills

• Ability to translate complex frameworks into actionable solutions

• Comfortable working across business, operations, and IT teams

• Immediate availability preferred