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