Service Architect

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Develop comprehensive managed service solutions that are in line with customer expectations and contractual obligations.

• Convert requirements into Service Design Packs that encompass service scope, delivery methodologies, personnel, processes, partners, SLAs, KPIs, and OLAs.

• Grasp customer operational needs and establish service management and operational frameworks.

• Assist with bids, tenders, and presales initiatives by providing service architecture expertise and written solution documentation.

• Showcase proposed service, delivery, and operational frameworks during customer discussions and solution sessions.

• Collaborate with teams across sales, bids, programs, projects, transitions, legal, commercial, and service operations.

• Create cost models for tailored service designs and facilitate governance and approval workflows.

• Generate and uphold service definitions, service design documents, and customer-specific contractual materials.

• Verify that new and modified services adhere to agreed service levels and performance indicators.

• Assist in service transition, operational preparedness, and the rollout of services into live operations.

• Carry out peer reviews, audits, compliance assessments, and due diligence on service solutions.

• Advocate for ITIL, Agile, TOGAF, and other pertinent service management and architectural methodologies.

⛳️ Requirements

• Extensive experience in designing or architecting managed services and IT service management solutions.

• Strong understanding of service design, service transition, and service delivery processes.

• Proven ability to translate customer needs and contractual commitments into actionable service solutions.

• Familiarity with SLAs, KPIs, OLAs, service scope, and operational models.

• Experience implementing service management frameworks, policies, and processes in customer settings.

• Solid knowledge of managed services and ITSM toolsets.

• Demonstrated experience in customer-facing consulting roles.

• Excellent written communication skills, with a focus on clear service and commercial documentation.

• Confidence in leading workshops, presenting solutions, and interacting with senior stakeholders.

• Commercial insight with the ability to balance customer expectations, operational needs, and delivery costs.

• Experience in conducting solution reviews, audits, compliance assessments, or due diligence.

• ITIL v3 or ITIL 4 certification is preferred.

• Experience in supporting presales activities, bids, tenders, or RFP responses is advantageous.

• Knowledge of IT and enterprise service management platforms is desirable.

• Familiarity with cloud computing or cloud service management practices is a plus.

• Understanding of TOGAF, Agile, DevOps, Lean Six Sigma, or business analysis methodologies is desirable.

• Experience in developing cost models for customized or complex managed services is beneficial.

• Previous experience in service delivery, service development, project management, or tools architecture is an asset.

• Proven ability to create and articulate service or solution architectures is advantageous.

• Familiarity with business change, governance, and commercial contract landscapes is desirable.

🏝️ Benefits

• Full-time employment.

• An inclusive culture with a commitment to diversity, equity, and accessible hiring practices.

• Employee Resource Groups, including TogetHer (Women's network), Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE (African and Caribbean heritage network), and Sustainability.

• Opportunities to engage across presales, commercial, transition, delivery, and service operations.

• Exposure to cloud environments and various technology stacks.

• Professional growth through the application of ITIL, Agile, TOGAF, DevOps, and contemporary service management practices.