Service Architect

  • Full-time
  • Contract Type: Permanent
  • Directorate: IAG Tech

Company Description

About IAG Tech
IAG Tech is a community of IT and digital professionals from across the International Airlines Group (IAG). We drive the technology behind some of the biggest and most successful brands in global aviation, including British Airways, Aer Lingus, and Iberia.

Brought together in 2019, we are a unique community with a shared vision to deliver Technology Excellence and be recognised as industry leaders in the use of technology.

Our mission is to delight customers, enable employees, accelerate business performance, protect our business and increase shareholder value, through the innovative and agile use of technology and data.

We use product-centric delivery teams using agile methods to implement new capabilities at pace and maximise business outcomes. With a relentless focus on improving system performance and stability, we continually strive to find new and better ways to innovate and support the Group.

Our Values
At IAG Tech we share common values to help us create the right culture to underpin our thriving community:
Innovation | we value identifying new ways of using technology to solve business challenges
Empowerment | we value giving people the freedom to operate, that they take accountability, and collaborate with colleagues
Professionalism | we value having and developing the right knowledge and competency to be able to do our jobs to the best of our ability 
Transparency | we value honesty and integrity and always share the reality in a manner the business understands
Agility | we value responsiveness, speed and flexibility in everything we do.

We celebrate when we see great examples of our values in action and challenge each other when we see these values being ignored

Job Description

About You
As the Service Architect within Infrastructure & Operations, you will Implement and maintain the agreed Service Strategy that aligns and compliments the IAG Tech vision and strategy, ensuring that the integrity and maintainability of the support model is upheld and equally aligned to the IAG Tech group vision and strategy.

You will also support other Architects across all disciplines within IAG Tech and ensure all proposed solutions fit within the strategic direction of the support model, whilst establishing the non-functional service requirements for all new or changed services in adherence to industry best practice.

Additional responsibilities will be to identify and execute continual improvement opportunities, enhancing Service Design processes that integrate with technology delivery processes.

You will also be requred to understand and articulate evolving business needs and technology capabilities that impact I&O, driving innovation, industry benchmarking analysis, risk analysis, business case development and the approval for technologies that could benefit I&O.


Proven track record of successfully working with Operations teams to tailor ‘off the shelf’ solutions.

Proven track record of designing service management processes and procedures.

Experience of working within the service management and ITIL frameworks.

Proven track record of managing multiple vendors across regions.

Strong understanding of traditional hosted technologies and approaches (dedicated hosting, colocation, private cloud).

Strong experience of challenging, identifying and delivering continual improvements. 

Experience of operating across multiple countries and cultures is desirable, but not essential. 

Additional Information

The chance to enjoy a challenging career in an exciting, fast-moving environment in a dynamic industry, working in a multi-cultural environment with great offices in many locations. We aim to provide all our people with a work/life balance, as well as the many benefits offered by a global organisation, including health insurance, pension, and performance bonuses

Diversity and Inclusion
IAG Tech is part of the IAG GBS organisation, and our people are at the heart of everything we do. We recognise that we can only deliver the required business outcomes if we have a thriving community of technology professionals. Together we strive to become the very best at what we do.

We focus on making Tech a great place to work, with a community that we feel proud to belong to. To help make this a reality, our people strategy focuses on six key domains: Engagement, Talent Management, Reward and Recognition, Performance Management, Learning and Development and Culture. 

We understand the importance of Diversity and Inclusion in the workplace to deliver this strategy – everyone should feel part of our team. We want to foster an inclusive workplace, celebrate individuality and embrace differences so that everyone in IAG Tech can achieve their goals and ambitions, regardless of their personal circumstances or background. 

As a Group, IAG has an ambition that 40% of senior management roles are held by women by 2025. IAG Tech fully supports that ambition, and we are working to help make it a reality. With this in mind, we have set ourselves the challenging target of recruiting 50% female colleagues by 2030.

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