ITSM/ITIL Architect

Job Description

We are looking for an ITSM/ITIL Architect to serve as the process architect for a large-scale network consolidation program at a US-based Tier-2 Telco. The role designs the operational engine, including the ITSM framework, CAB quality gates, and alert correlation logic that translates raw network telemetry into structured support tickets. Responsibilities focus on building rules and governance mechanisms, while the Service Delivery Manager enforces them. This position suits professionals experienced in designing ITSM architectures from scratch and creating governance engines for large-scale IT mergers.

Responsibilities

• Design the target operating model, including the overarching ITSM framework, ticket routing logic, and incident management workflows for the consolidated enterprise.
• Build the CAB quality gate to enforce strict ITIL intake requirements and mandatory global regulatory holds (e.g., e911, UK IPA) befo...