Job Description
Overall purpose of the job:
1. 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 & ProcessService Desk & Reporting DesignService Integration and Supplier Management (including SIAM)
2. To promote the adoption of reference service architecture processes, such as ITIL & SIAM, across our managed services practices
3. To support the company in achieving targets through the creation of validated service design/architecture aligned to customer business requirements
4. To undertake and achieve strategic objectives to ensure the cloud solutions department's continued evolution, efficiency and productivity.
5. To drive and improve efficiency through standardisation within documentation
6. Provide subject matter expertise relating to the integration of the Exponential-e portfolio and service catalogue to deliver high-quality customer experience
7. 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).
8. 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:
9. Undertaking the design, and presentation of service-oriented architecture to meet defined customer requirements
10. Working with various teams and prospects to devise solutions based on customer requirements
11. Creating and delivering customer presentations that promote and differentiate the value of the Exponential-e solution
12. Conducting pre-contract Service architecture and design due diligence
13. Assist in the full handover of a service design to the delivery and operational teams post-contract signature
14. Acting as a service-focused point of contact for prospects, customers, and the sales teams for Cloud & Managed Services
15. Assist in developing customer-specific value propositions highlighting benefits and differentiators of Exponential-e vs competition
16. Coordinating service design with the Sales & Design Teams, Service Management and Managed Services stakeholders to ensure accuracy and feasibility
17. Developing and maintaining a deep understanding of the Exponential-e product & service offerings
18. Assisting with and leading practice development activities, including the development of new services, knowledge management, delivery methodologies and tools
19. Regular liaison on interaction with stakeholder teams, namely Managed Services and Service Management
20. Assist with the upkeep of product collateral and solutions/bid documentation repository
21. 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:
22. Proven experience working as a Service Architect or relevant role in a service, transition, sales or presales capacity
23. A strong understanding of Service models and frameworks – ITIL, IT4IT, SIAM, ISO20000
24. Ability to manage workload in a coordinated and prioritised manner, adhering to critical timelines such as bid deadlines
25. Demonstrable ability to translate customer service requirements into service architecture documentation and designs
26. Demonstrable ability to clearly articulate the benefits of a service architecture to customer business objectives
27. Commercially astute and confident within a customer-facing role, giving presentations, writing proposals, and holding customer calls/meetings
28. Ability to work with and coordinate an array of stakeholders within a complex response/bid framework
Required Skills:
29. An appropriate background in Cloud and/or Managed Service Provider sector
30. Strong knowledge and understanding of Service Design and Architecture
31. Strong working knowledge of IT Service Management suites and tooling (preferably ServiceNow)
32. Demonstrable framework of industry-aligned knowledge (ITIL, IT4IT, TOGAF, SIAM)
33. Ability to translate complex Service Level Management (SLA, SLO, OLA, UC)
34. 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.