Service Architect

About us: Amach is an industry-leading technology driven company with headquarters located in Dublin and remote teams in UK and Europe. Our blended teams of local and nearshore talent are optimised to deliver high quality and collaborative solutions. Founded in 2013, Amach was created to solve a specific problem in aviation: too much complexity, too little usable intelligence. We help airlines modernise their operating model using cloud, data and Al-delivered by teams with deep aviation domain expertise. Our goal is to maximize airlines' operational efficiency by optimizing resource use, reduce costs and increase customer experience and satisfaction. Service Architect (UK, London, Remote) Six (6) month contract or Fixed Term Contract / FTC Amach is the AI-powered cloud partner of choice for airline technology innovation. We help airlines grow, innovate, and transform with intelligent, cloud-based solutions that future-proof operations, enhance decision-making, and unlock long-term value across the passenger journey. Working across all major cloud platforms, we're at the forefront of aviation technology transformation. We are looking for a skilled Service Architect to join one of our key client engagements. You will take ownership of end-to-end service design within ServiceNow, with a particular focus on the Configuration Management Database (CMDB). This is a hands-on, outcome-driven role where you will design, structure, and implement service management workflows that underpin the delivery and support of several hundred products. You will work with a hybrid team and be expected to operate with a high degree of autonomy, driving results while collaborating closely with product management, platform engineering, and observability teams. Travel to London is preferred and once a week would be ideal. Key responsibilities & duties include: Lead the end-to-end service design and implementation within ServiceNow and its CMDB. Design and implement ServiceNow structure, automation workflows, and configuration to support scalable service delivery. Architect product management and support workflows across several hundred products. Design service frameworks for a platform-based product delivery model that underpins multiple product lines. Implement Dynamic CIs for product discovery and association within the CMDB. Integrate ServiceNow with observability tools, particularly Datadog, to enable proactive service monitoring. Lead and coordinate a hybrid (on-site/remote) delivery team through the engagement lifecycle. Act as a trusted advisor to the client on ITSM best practice, CMDB health, and service architecture. Required skills & qualifications: Significant, demonstrable experience in end-to-end service design within ServiceNow. Deep expertise in ServiceNow CMDB, including structure, automation workflow design, and implementation. Proven experience designing product management and support workflows at scale (several hundred products). Strong understanding of platform-based product delivery models. Hands-on experience with Dynamic CIs for product discovery and association. Experience integrating ServiceNow with observability platforms such as Datadog. Demonstrated ability to lead hybrid teams in a consulting or client-facing delivery environment. Self-motivated, outcome-oriented, and comfortable working with a high degree of autonomy. Preferred skills & qualifications: Familiarity with AWS cloud infrastructure and services. Experience with Confluent Cloud or event-driven architectures. ITIL certification or equivalent service management qualifications. Previous experience within aviation, travel, or similarly complex, product-heavy industries. What we offer? Opportunity to work on innovative AI-powered solutions transforming the aviation industry Collaborative, forward-thinking engineering culture Exposure to cutting-edge cloud technologies and best practices Professional development and learning opportunities Chance to make a real impact on global travel experiences What’s in it for you: An opportunity to join a fast-growing company Options for career advancement Learning and development opportunities Flexible working environment Competitive salaries based on experience Equal Opportunity Employer: Amach is an equal opportunity employer and makes employment decisions on the basis of merit. We celebrate diversity and are committed to creating an inclusive environment for all employees. This job description is intended to convey essential responsibilities and qualifications for this role, but it is not an exhaustive list of tasks that an employee may be required to perform. If you are passionate about driving customer success, advising on strategic solutions, and contributing to product innovation, we would love to hear from you! Not for you? Check out all of our open positions in our careers page and follow us on LinkedIn for future opportunities. P.S. Share this with friends and co-workers! Don't be afraid they'll steal it from you, if you're amazing and smart we'll find a role for you. We are growing fast and we are always looking for talented people. At Amach, we strive to be an inclusive community of open-minded individuals with different backgrounds and we are committed to fostering, cultivating and preserving a culture of diversity, equity and inclusion. We strongly believe that a diversity of experience and background is essential to create a fulfilling environment and better solutions for our people and our customers. All Amach employees and contractors are expected to honour this policy and act to ensure that every individual is respected in the workplace. Your personal data Amach will process your personal information in accordance with the EU's General Data Protection Regulation (GDPR). We will comply with data protection law and principles, which means that your data will be: Used lawfully, fairly and in a transparent way Collected only for valid purposes and not used in any way that is incompatible with those purposes Relevant to the purposes we have told you about and limited only to those purposes Accurate and kept up to date Kept only as long as necessary for the purposes we have told you about Kept securely If you would like to contact us about your data, please use the following address: [email protected]