About RM
At RM we provide technology and resources to the education sector, supporting schools, teachers and learners, with one goal, to improve education outcomes worldwide. What we do helps all levels of the industry, from preschool to higher education and professional qualification, our customers include schools, examination boards, central governments and other professional institutions. We have a clear purpose to enrich the lives of learners worldwide. 

To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work. 

The role of the Service Architect is to gain a thorough understanding of product and customer support requirements and then design services to meet or exceed them. As well as meeting product and customer requirements, the services need to be commercially viable and deliverable by RM. This will involve mapping out the People, Processes and Technology required to deliver the service.

The Service Architect sits in our Service Development Team working alongside a team of technical and security architects and engineers. They will also interface extensively with Operations and Go to Market teams.

They will work across the entire Service Lifecycle from presales, to implementation, transition, into delivery and service improvement. We are currently reshaping our service propositions for schools and there is an opportunity for the role holder to have a significant influence in this process. If you know what excellent support in schools looks like, we want to hear from you!

As part of our internal transformation programme, we are implementing new business systems – the Service Architect will be heavily involved in defining how modern Cloud based platforms can transform our service offerings.

At RM we provide technology and resources to the education sector, supporting schools, teachers and learners, with one goal, to improve education outcomes worldwide. What we do helps all levels of the industry, from preschool to higher education and professional qualification, our customers include schools, examination boards, central governments and other professional institutions. We have a clear purpose to enrich the lives of learners worldwide.

To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work.

Service Design

• Own the service design activity in product development.
• Produce service design documentation including Operating Models, Service Descriptions and Service level Agreements.
• Provide service design input into bids and tenders including cost models and bid text.
• Work with Technical Architects and Engineers to understand the effort required in delivering services.
• Provide details of service delivery costs to colleagues in Finance and Product Management for inclusion in Service Cost Models.
• Work with Product Managers to define standard managed and support services.
• Work with the Service Transition team and the Delivery Operations Standards Office (DOSO) to create approved Target Operating Models with embedded ITSM processes.
  

Continuous Improvement

• Gather feedback from customers and across the organisation on live services to feed into continual service improvement.

Leadership

• Provide leadership and direction on service architecture and design to senior RM stakeholders

The role and its responsibilities can be expected to evolve over time.

You will have proven experience of:

• Working in service architecture and design within a Managed Service Provider
• Producing service cost models
• Building Service Level Agreements
• Experience designing Managed Security Services is desirable
  

You will be:

• A confident, self-motivated, individual with excellent communication skills who enjoys collaborating with colleagues at all levels in an organisation.
• Motivated by, and aligned to, our core values and our mission to harness technology to improve the learning environment for all. 

You will have:

• Detailed understanding of the ITIL framework – ideally certified to Managing Professional
• In-depth knowledge of Service Management tools (ideally Service Now)
• The ability to work remotely as part of a cross-functional team
• Excellent written, verbal and presentation skills
• Domain knowledge of the Education Technology sector is highly desirable

What’s in it for you? 

At RM we recently introduced My Work Blend @RM which provides office-based colleagues with multi location and hybrid working options to suit them. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process. We expect how we make best use of hybrid working may continue to adapt as we adjust to our new ways of working. 

RM is committed to safeguarding and promoting the welfare of children and expects all permanent and temporary staff to share this commitment. This role is exempt from the Rehabilitation of Offenders Act 1974 and all successful candidates will be subject to Disclosure and Barring Service (DBS) checks along with other relevant employment checks. 

At RM we are committed to making the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at recruitment@rm.com. 

As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, some roles are also eligible for a performance-related bonus. 

There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.