Service Architect

Job Description

Location: ideally based within a couple of hours of London and able to attend our London HQ at least once a week to work collaboratively with the Sales teams.

As part of the role, you’ll be required to go through National Security Vetting clearances (SC and BPSS). The process of you gaining clearances will be funded by the company.

Overall purpose of the job:

• To provide service architect and design functions within a presales capacity 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 process, such as ITIL & SIAM, across our managed services practices

• To support the company in achieving the sales targets through the creation of least cost-compliant and validated service design/architecture aligned to customer business requirements

• To effectively manage a personal case queue to enable Exponential-e sales to achieve targets and maximise pipeline generation

• To undertake and achieve strategic objectives as defined by the Head of Cloud & MS Solutions to ensure the continued evolution, efficiency, and productivity of the cloud solutions department.

• To drive and improve efficiency through standardisation within documentation such as proposal and bid collateral

• 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 transition to cloud and managed services infrastructure to maximise user (UX) and customer experience (CX).

• To provide validation of the service design at order stage, ensuring a consistently high standard of handover to delivery teams is maintained

Key responsibilities for this job:

• Instrumental in full sales cycle including discovery, opportunity and service evaluation, response documentation, opportunity closure and handover processes
• Supporting the Sales Teams with client meetings, workshops and presentations
• Promote sales confidence in the Managed Services portfolio by producing and maintaining relevant collateral and documentation
• Undertaking the design, and presentation of service-oriented architecture to meet defined customer requirements
• Working with sales 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

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, Scopism
• 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 in relation 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 Service Now)
• A demonstrable framework of industry aligned knowledge (ITIL, IT4IT, TOGAF, Scopism, SIAM)
• Strong proposal and bid writing skills, including visual articulation of design

Desirable skills and experience:

Knowledge and awareness of the following services would provide greater integration with the cloud and managed services team.

• Managed Service Desk and User Support Services
• Managed Infrastructure Services
• Managed Telecommunication Services
• Managed End User Compute (Virtual and Physical)
• Application High Availability and Disaster Recovery
• Hybrid Cloud and Multi Cloud Principles
• Cloud and Managed Services Transition
• IT Transformations and IT Outsourcing