Services Architect
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Job Profile:
Provides IT Service Management and technical expertise through assessment, design, sales presentations, product demonstrations, installation and maintenance of company products. Assists the sales staff in assessing potential application of company products to meet customer needs and preparing detailed product specifications for the development and implementation of customer applications/solutions. May build a mini-application based on customer requirements to demonstrate feasibility of the application, often requiring rapid prototyping and/or product demo for client. May provide software development and consultation to prospective users and/or product capability assessment and validation. Ensures that the product application/solution is functioning according to specifications. May provide follow-up support to company sales staff and customer personnel by disseminating technical information on specific applications.
Provides technical expertise through sales presentations, product demonstrations, installation and maintenance of company products. Assists the sales staff in assessing potential application of company products to meet customer needs and preparing detailed product specifications for the development and implementation of customer applications/solutions. May build a mini-application based on customer requirements to demonstrate feasibility of the application, often requiring rapid prototyping and/or product demo for client. May provide software development and consultation to prospective users and/or product capability assessment and validation. Ensures that the product application/solution is functioning according to specifications. May provide follow-up support to company sales staff and customer personnel by disseminating technical information on specific applications.
Key roles and responsibilities:
Design complex managed service solutions to meet client requirements by integrating technology and service design across multiple domains, delivery units or geography
Design the Service Delivery for delivery units and apply to new and updated service offers, including service delivery improvements and optimisations for the delivery units
Lead the large complex service design with clients and lead the internal service teams to enable business outcome and requirements mapping
Work to aggregate client and multi domain (factories, tech & geo) in mostly the infrastructure MS services with core skill in Service Management and delivery modelling
Focuses on portfolio offers, manage vendors, and support the transition to service delivery by providing service architecture (e.g., service management, service consumption, delivery modeling)
Drives design of the Managed Service offering, interfacing with the platform delivery team
Responsible for the service design deliverables of the solution and interfacing with the offer development, R&D and delivery COEs to ensure supportability
Responsible for vendor management and support the transition to service delivery by providing service architecture (e.g., service management, service consumption, delivery modeling)
Managed services catalogue, operational and platform delivered portfolio subject matter expert.
Deepen partnership relationships with MS client key service design and development, building new relationships, and deepening service and development knowledge.
Contribute to the knowledge base of NTT’s development and services by sharing best practices with internal teams and clients.
Use understanding of the client’s business, service demand-supply, operational model and breadth of knowledge on the specific solution (MS) and consulting (blueprints) to personalise the recommended solution in line with the client’s need.
Contribute to the design of solutions for the client that will be commercially competitive whilst managing risk.
Lead design authority for resource, transitional, delivery models and deliverables
Centralise all service cost model inputs into commercial led
Lead the integration of services, process, applications, data, technology through a Managed Service design across multiple domains, delivery units or geography
Coach/mentor leadership to engage with other team members and act as advisor and decision maker in service design situations.
Contribute to the qualification of the client based on their explicit business needs, likelihood of cost savings and propensity to outsource non-explicit ones like business transformation, business problem statement etc.
Develop and execute a consulting approach that results in a consolidated statement of requirements, documented and financially based need for change, role of IT, definition of the AS-IS versus desired state (Future Mode of operation defined), gap analysis and roadmap, highlighted impacts, consequences and benefits of the intended transformation (business, people, process, technology)
Review the client’s services requirement landscape and develop a model, detailing the most suitable methods for the delivery and consumption of said service requirements. This is performed in collaboration with a Platform Architect, covering the design part of the platform
Map the client’s needs against proposed set of services and architectures and lead the end-to-end solution development (Services, Tech, SIAM, SLA, ITSM costs)
Develop a schedule describing how NTT will drive innovation within the client environment throughout the life of, or at certain points, or with Agile Devops approach in the contract; conducted in strong collaboration with the Platform Architect, covering any development of the platform
Take the service schedules & SLAs developed through the value proposition development phase, develop them to contract quality and deliver them for inclusion in the schedules of the master services agreement
Drive validation processes by obtaining sign-off from technical, service and financial profiles
Understand and influence client operating models
Knowledge, skills and attributes
Have a broad level of knowledge across Enterprise Architecture, Managed Services, Service Management consulting, and multiple solutions areas (Business Units), and across domains, delivery units, and geographies
Ability to develop and execute a Managed Service design approach that results in a consolidated statement of requirements, documented and financially based need for change, role of IT, definition of the AS-IS versus desired state (Future Mode of operation defined), gap analysis and roadmap, highlighted impacts, consequences and benefits of the intended transformation (people, process, platform, technology)
Ability to develop and execute a Managed Service design approach that results in a consolidated statement of requirements, documented and financially based need for change, role of IT, definition of the AS-IS versus desired state (Future Mode of operation defined), gap analysis and roadmap, highlighted impacts, consequences and benefits of the intended transformation (people, process, platform, technology)
Have a domain level of knowledge in services industry, service delivery models, process improvements, consumption models and multiple MS Portfolio offers and GTM solution areas.
Expert in core Managed Service Portfolio offer artifacts, techniques, demos, tools and deliverables
Ability to develop a service transformation architecture to deliver the transformation business, investments, activities, deliverables, schedules and risks across all service delivery
Academic qualifications and certifications:
Tertiary level – bachelor’s with 5 yrs experience; or post-graduate degree with at least 3 years’ experience in a consulting capacity
Certification and working knowledge of ITIL, Service Management and Integration
Scaled Agile certification
Experience required:
At least 5 years’ experience in a consulting and IT role within a large scale (preferably multi- national) technology services environment
A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways. This job is the fully qualified, career-oriented, journey-level position.
Proven experience in designing and implementing new delivery models in a significant globally federated delivery organisation
A good understanding of the vast range of IT Service Management and operations
Significant skills in a wide variety of IT Services, Applications, Networking, Datacentre Communications (including Contact Centre), Security, End-User Computing and Digital Business Solutions
Proven client engagement and consulting experience coupled with solid experience in client needs assessment and change management
Proven experience in integrating the solution for the project with the business domain,
Thorough experience in relevant services and products and understanding of industry best practices
Proven sales and client engagement experience