Responsibilities

1. Platform Architecture Ownership
a. Define end-to-end architecture for: ServiceNow-based ITSM / ITOM platforms, Network Observability stack (Elastic, telemetry pipelines, AIOps integrations), Automation and orchestration layers, Infrastructure Platforms running Containers e.g Red Hat OpenShift

b. Design scalable multi-tenant or single-tenant managed service platforms.

c. Establish integration patterns between: ServiceNow CMDB & ITOM, Elastic Observability / SIEM, Infrastructure telemetry (network, cloud, telco core, etc.)

c. Ensure platform alignment to security frameworks (NIST, Zero Trust where applicable).

2. ServiceNow Architecture & Governance
a. Architect ServiceNow modules including: ITSM, ITOM (Discovery, Event Management), CMDB governance, Service Mapping, Automation workflows
b. Define platform operating model (Dev/Test/Prod governance).
c. Drive ServiceNow as the single pane of operational truth.
d. Ensure integration with observability stack for automated incident correlation.

3. Network Observability & Elastic Stack Leadership
a. Architect telemetry ingestion pipeline - Logs, Metrics, Traces, Network flows
b. Design Elastic-based observability platform including:Logstash / Beats, Elasticsearch, Kibana dashboards
c. Integrate observability insights into ServiceNow for automated ticketing.
d. Enable AIOps use cases for proactive detection and noise reduction.
e. Build use cases around:Network performance monitoring, Private cloud visibility, Telco/private mobile core observability, CII-grade monitoring

4. Service Offering Development & Commercialisation
a. Translate platform capabilities into market-ready offerings: Managed ITSM, Managed Observability, Managed Network & Infrastructure, Automation- as-a-Service
b. Define: Service catalogues, SLAs / XLAs, Operating models, Tiered service packages
c. Collaborate with Sales & Pre-sales to:Position differentiated offerings, Develop solution playbooks, Create reusable reference architectures
d. Own cost modelling and margin protection.

5. Leadership & People Management
A. Architecture Team Leadership
Lead and manage a team of domain architects across: Cloud & Private Cloud, Enterprise Network, ServiceNow, Observability / Data platforms
Establish architecture governance board.
Define architecture standards and reusable reference patterns.
Mentor and develop senior architects.
Ensure cross-domain integration discipline (no siloed designs).

B. Engineering & SRE Team Leadership
Oversee Site Reliability Engineering (SRE) team responsible for:Platform availability & uptime, Reliability engineering, Capacity planning, Automation & self-healing mechanisms
Define SRE operating model:Error budgets, Reliability KPIs, MTTR reduction targets,
Drive DevOps / DevSecOps alignment.
Ensure platform reliability aligns with SLA commitments.
Embed observability-first mindset into engineering culture.

C. Talent Development & Capability Building
Define skill roadmap for:ServiceNow architects, Elastic engineers, Automation engineers, SREs
Identify skill gaps and develop hiring plan.
Build internal platform centre-of-excellence (CoE).
Establish succession planning for senior architecture roles.

6. Governance & Risk Management
Establish architecture review boards.
Ensure CMDB integrity and data governance.
Embed observability into cybersecurity posture.
Ensure platform scalability and resilience.

Requirements

At least 15 years in enterprise infrastructure or managed services with at least 5 years in enterprise architecture leadership position(s).
Deep hands-on or architectural experience in:
o ServiceNow (ITSM, ITOM, CMDB)
o Elastic Stack / network observability platforms
o Automation & event correlation
Experience designing managed service platforms.
Experience in SI, telco-integrator, or large MSP environment.

Preferred Certifications
ServiceNow CSA / CIS-ITSM / CIS-ITOM
Elastic Certified Engineer (advantageous)
TOGAF
ITIL
Certifications on Private Cloud Containers platform e.g Red Hat OpenShift will be advantageous

Ideal Candidate Profile
This role is ideal for someone who:
Understands both architecture and operations
Can convert technology into repeatable service offerings
Thinks in terms of platform scalability and commercial viability

Principal Enterprise Architect