Service Architect

Service Architect

Capita is seeking a visionary Service Architect to lead the development of end-to-end service design for a transformative program with one of our key strategic clients. This is a unique opportunity to shape high-quality service outputs and deliver exceptional user experiences across HR, Finance, and Payroll functions. Reporting to the Capita Operations Workstream Lead, you will create the Capita Service Blueprint and High-Level Operating Model, ensuring alignment with client and Capita requirements. You'll lead the integration of detailed service designs, facilitate end-user discussions, and ensure service excellence through quality assurance and operational support. Ready to lead a high-impact program and shape the future of service delivery?

What You'll Be Doing

• Develop and own the Capita Service Blueprint and High-Level Operating Model.
• Lead integration of detailed service designs across HR, Finance, and Payroll.
• Lead team of UX design practitioners to deliver seamless user experiences.
• Facilitate end-user forum discussions and iterate service design.
• Ensure alignment with Capita solution capabilities and minimize bespoke development.
• Oversee quality assurance and creation of Standard Operating Procedures.
• Support resolution of service design issues and live service-related queries.
• Manage and mentor two Junior Service Architects.

What We're Looking For

• Proven experience in service design leadership within large-scale, multi-party programs.
• Strong understanding of user-centric service design and operational excellence – bringing leading practice templates and UX tooling.
• Experience in creating SOPs and supporting service testing and training.

Desirable Skills & Experience

• Experience with Oracle Fusion ERP implementations.
• Background in phased service transfers and interim service states.
• Awareness of digital accessibility, inclusion, and ethics in public services.

About Capita

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences.

What's In It For You?

• Salary of up to £95,000 plus benefits
• 23 days' holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

Unlock Your Potential with Capita

At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We're committed to your growth — offering exciting opportunities to expand your skills, explore new paths, and advance your career.

Join Us and Discover a Career With Purpose

Customer first, always​ Fearless innovation​ Achieve together​ Everyone is valued

What We Hope You'll Do Next:

Choose 'Apply now' to fill out our short application, so that we can find out more about you.

Equal Opportunities

At Capita, we're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if you'd like to discuss any adjustments you might need during your recruitment process. Please email reasonableadjustments@capita.com or call 07784 237318 and we'll get back to you to discuss.

For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.

If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - CPScareers@capita.com

We're truly committed to building a diverse and representative workforce and as part of our strategic plans we are aiming to accelerate gender and ethnic representation in leadership. As such we would particularly welcome applications from people who are female and/or are from Black, Asian and other ethnic minority backgrounds

Location: London, United Kingdom

Time Type: Full time

Contract Type: Permanent