Service Architect

Job ID 2023-2044
# of Openings
Location : Location


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 Service Architect will work within the Service Design team, taking responsibility for a subset of services within the wider Assessment Portfolio. They will be the lead voice for these services, with responsibility for influencing:

  • Business Growth: such that new business opportunities are able to benefit from the service
  • Operations: such that operations managers and their teams have confidence in delivering the service
  • Product: such that the service is aligned with, and contributes to clients being able to get value from RM’s assessment product portfolio.

They will be an advocate for good service design practices across the business, leading to a more profitable and repeatable product and service portfolio.


Responsibility for the design of high performing services across customer segments that help users to complete their goals and RM to deliver its transformative digital assessment proposition.

  • Research and understand the needs of stakeholders, and embed great user / customer experience at the heart of all service designs 10%
  • Design and document detailed service design packages within RM’s Service Design methodology that are profitable, deliverable and repeatable, including developing and contributing towards contractual obligations (e.g. SLAs), baseline policies (e.g. BCP) and other key design artefacts such as standard operating models, cost and price models. · Contribute to the maintenance of RM’s assessment Business Catalogue, influencing and guiding the business on how to use it. 50%
  • Working closely with Service Transition and operational delivery teams to transition services to live operations, defining how services are onboarded, including identifying test requirements to feed into the overall test and acceptance plans. 20%
  • Continually improve services throughout their lifecycle, working with operational delivery teams to find opportunities for improvement to customer experience 10%
  • and profitability, driving through those changes.
  • Produce client-specific service designs where necessary, using existing catalogue items where possible to minimise bespoke service creation.


Service design excellence

  • You have proven ability to design transformational services in global 24x7 operations in a high stakes B2B environment.
  • You have ITIL 4 certification or experience working within other modern service delivery frameworks

User focus

  • You take a user-centred approach to your decision making; you understand the difference between user needs and desires of the user and you focus on enabling excellent customer experience, whilst working within the business constraints.

Communication & influencing

  • You listen to and interpret between the needs of customers, users and stakeholders, effectively manage expectations and facilitate difficult discussions where necessary.

Change management

  • You advocate for and influence change within and outside of your immediate team


  • You work within defined governance frameworks

Strategic thinking

  • You understand the needs of the business and ensure your decisions are aligned to business strategy

Commercially minded

  • You confidently produce and maintain cost models and pricing models, working with finance experts where needed

Domain experience

  • You are passionate about assessment and education and may have some prior experience in the industry


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. 


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