Service Architect

2 months ago

London, United Kingdom Exponential-e Full time

**Exponential-e**

Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.

We're a company of innovators who think big and achieve bigger Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.

Overall purpose of the job:

- To provide service architect and design functions within a service transition capacity to support the successful planning, coordination, and implementation of managed services solutions. 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.
- 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:
Service Transition Planning:

- Collaborate with the Pre-sales Service Architect to develop comprehensive service transition plans in line with contracted customer requirements, including resource allocation, timelines, SIAM, Service Onboarding and risk assessments.
- Collaborate with the Pre-sales Service Architect in 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, undertaking the design, and presentation of service-oriented architecture to meet defined customer requirements.
- Collaborate with internal and external stakeholders such as project managers, service owners, to ensure alignment between service design and transition activities.
- Identify and mitigate potential risks and issues related to service transition.
- Supporting the Service Delivery Teams with client meetings, workshops and presentations.
- Acting as a service-focused point of contact within all assigned transitions.
- Coordinating service design with the Sales & Design Teams, Service Management and Managed Services stakeholders to ensure accuracy and feasibility studies.
- Developing and maintaining a deep understanding of the Exponential-e product & service offerings

Service Asset and Configuration Management:

- Ensure an accurate and up-to-date documentation of service components is extracted from the customer, stored in an Exponential-e tool (i.e. ServiceNow), and processes and integrations are in place to maintain accuracy throughout the lifecycle.

Service Validation and Testing:

- Collaborate with stakeholders and the test manager to define service acceptance criteria and perform service validation and testing activities.
- Ensure service readiness and compliance with quality standards is completed.
- Help to coordinate user acceptance testing (UAT) and capture feedback for continuous improvement.

Knowledge Management and Documentation:

- Promote knowledge sharing and document lessons learned from service transition activities.
- Maintain an updated knowledge base and service artefacts to support effective service transition.

Continuous Improvement:

- Analyse service transition performance metrics and identify areas for improvement.
- Drive process enhancements and implement best practices to optimise service transition efficiency and effectiveness.
- Contribute to the overall improvement of the IT service management framework, aligned with ITIL principles.
- Supporting the Service Delivery Teams with client meetings, workshops and presentations.
- Assisting with practice development activit

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