Service Management Architect/ Solution Architect

INTRODUCTION

At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.

We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.

JOB PURPOSE

The SIAM Solution Architect defines, designs, and governs end to end Service Management solutions across a multi-supplier ecosystem. Owning the target architecture, design patterns, and non-functional outcomes, the role translates business objectives into secure, scalable, and operable designs across ITSM tooling, data (incl. CMDB), and automation. Partnering with delivery teams and vendors, the architect assures design quality through to production, ensuring ITIL-aligned services that are measurable, resilient, and cost-effective.

RESPONSIBILITIES

• Define and maintain the high-level service and solution architecture for the SIAM function, ensuring alignment with enterprise architecture principles and ITIL best practices. Provide architectural oversight for service management capabilities without engaging in low-level solution design or integration specification.
• Lead the design of technology and process architectures that support end-to-end service integration. Ensure that all designs promote standardisation, automation, and interoperability across the service ecosystem.
• Proactively research, evaluate, and introduce emerging technologies, frameworks, and methodologies that can enhance SIAM capabilities, drive automation, and improve service integration outcomes.
• Take ownership of the architectural integrity of all SIAM-related solutions, from initial concept through to delivery and ongoing optimisation.
• Ensure all architectural artefacts (blueprints, standards, patterns, decision logs) are maintained, accessible, and kept up to date. · Define the Architecture for all SIAM tooling, including but not limited to IT Service Management (ITSM) platforms and Business Workflow Frameworks (BWF). Ensure that tools are integrated, scalable, and support the full lifecycle of service delivery and integration.
• Define the data architecture for service management, with a strong emphasis on Configuration Management Database (CMDB) centricity. Ensure that data models support accurate service mapping, impact analysis, and operational reporting.
• Collaborate with enterprise architects, service owners, process leads, and third-party partners to ensure architectural alignment and adoption. Influence decision-making by articulating the value and impact of architectural choices on service outcomes.
• Engaging and influencing key stakeholders to ensure Solution addresses both Functional and Non-Functional needs of the business, and work with the Security and Information Risk functions to ensure any solution meet the needs of our security standards and principles.

PERSONAL PROFILE

• Extensive experience in IT architecture, with a focus on service management, integration, and tooling within a SIAM or multi-supplier environment.
• Strong understanding of ITIL processes and their architectural implications. · Proven ability to define and govern architectural standards across complex service ecosystems.
• Experience with ITSM platforms (e.g., ServiceNow, BMC Remedy) and integration frameworks.
• Familiarity with CMDB design, data modelling, and service mapping.
• Demonstrable ability to understand complex technical processes/challenges and create pragmatic solutions is critical to success in this position.
• Excellent stakeholder engagement and communication skills, with the ability to influence at all levels.
• Strategic thinking and the ability to balance long-term vision with practical implementation.

FOOTER

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.