Service Architect

Job Description

Overall purpose of the job:

• To provide service architect and design functions to support the continued growth of our cloud and managed services business. This may include, but is not limited to:
  
  • Service Organisation design (ITIL, IT4IT etc)
  • Service Management Tools & Process
  • Service Desk & Reporting Design
  • Service Integration and Supplier Management (including SIAM)
• To promote the adoption of reference service architecture processes, such as ITIL & SIAM, across our managed services practices
• To support the company in achieving targets through the creation of validated service design/architecture aligned to customer business requirements
• To undertake and achieve strategic objectives to ensure the cloud solutions department's continued evolution, efficiency and productivity.
• To drive and improve efficiency through standardisation within documentation
• Provide subject matter expertise relating to the integration of the Exponential-e portfolio and service catalogue to deliver high-quality customer experience
• A front-line consultant who creates opportunities, solves problems, and establishes working relationships with customers and sales staff, helping them to develop an end-to-end service design to enable the transition to the cloud and managed services infrastructure to maximise user (UX) and customer experience (CX).
• To provide validation of the service design at every stage, ensuring a consistently high standard of handover to delivery teams is maintained

Key responsibilities for this job:

• Undertaking the design, and presentation of service-oriented architecture to meet defined customer requirements 
• Working with various teams and prospects to devise solutions based on customer requirements 
• Creating and delivering customer presentations that promote and differentiate the value of the Exponential-e solution 
• Conducting pre-contract Service architecture and design due diligence 
• Assist in the full handover of a service design to the delivery and operational teams post-contract signature 
• Acting as a service-focused point of contact for prospects, customers, and the sales teams for Cloud & Managed Services 
• Assist in developing customer-specific value propositions highlighting benefits and differentiators of Exponential-e vs competition 
• Coordinating service design with the Sales & Design Teams, Service Management and Managed Services stakeholders to ensure accuracy and feasibility 
• Developing and maintaining a deep understanding of the Exponential-e product & service offerings 
• Assisting with and leading practice development activities, including the development of new services, knowledge management, delivery methodologies and tools 
• Regular liaison on interaction with stakeholder teams, namely Managed Services and Service Management 
• Assist with the upkeep of product collateral and solutions/bid documentation repository 
• Work closely with Service Transition Managers, Project Managers, and Programme Managers to ensure timely delivery of milestones aligned with Service Acceptance Criteria. 

 Knowledge and experience required: 

Professional Experience:

• Proven experience working as a Service Architect or relevant role in a service, transition, sales or presales capacity
• A strong understanding of Service models and frameworks – ITIL, IT4IT, SIAM, ISO20000
• Ability to manage workload in a coordinated and prioritised manner, adhering to critical timelines such as bid deadlines
• Demonstrable ability to translate customer service requirements into service architecture documentation and designs
• Demonstrable ability to clearly articulate the benefits of a service architecture to customer business objectives
• Commercially astute and confident within a customer-facing role, giving presentations, writing proposals, and holding customer calls/meetings
• Ability to work with and coordinate an array of stakeholders within a complex response/bid framework

Required Skills:

• An appropriate background in Cloud and/or Managed Service Provider sector
• Strong knowledge and understanding of Service Design and Architecture
• Strong working knowledge of IT Service Management suites and tooling (preferably ServiceNow)
• Demonstrable framework of industry-aligned knowledge (ITIL, IT4IT, TOGAF, SIAM)
• Ability to translate complex Service Level Management (SLA, SLO, OLA, UC)
• Comprehensive understanding of Service Dependencies

Requirements

Role will be subject to you gaining and maintaining SC (Security Clearance) and NPPV3 (Non-Police Personnel Vetting Level 3).  
Travel throughout the UK to Exponential-e and customer sites will be required.