The Senior Managed Services Delivery Services Architect is an advanced subject matter expert, responsible for ensuring that all the service aspects during a complex transition and transformation project are fully covered and the solution can be successfully delivered in alignment with the service delivery capabilities of Managed Services (MS) and other involved parties. This role is accountable and responsible for setting up the service model by being involved in early Sales Engagement, Service Design and Service Transition processes.

What you’ll be doing

Key Responsibilities: 

• Participates in complex deals during the pre-sales phase for service design consultancy.
• Reviews the commercial proposal and SoW to detect any flaw or misalignment with the MS delivery capabilities.
• Contributes to the service takeover strategy definition.
• Identifies current service issues with the incumbent service provider.
• Defines the service aspects that need to be gathered during a due diligence.
• Determines the knowledge transfer strategy.
• Defines the quality acceptance criteria for the service transition.
• Ensures customer expectations will be met and aligned with the MS delivery capabilities including Monitoring, Patching, and Backup solutions.
• Adapts standard process when needed in order to cover customer requirements, always being aligned with the MS service delivery capabilities.
• Understands Customer Vital Business Functions and how MS assets will underpin them.
• Makes sure that customer business processes and end-to-end services are known and understood within the organization during the project lifecycle.
• Responsible for the service model documentation, which may include –
• Identifies current services issues with the incumbent service provider.
• Defines the service aspects that need to be gathered during a due diligence.
• Determines the knowledge transfer strategy.
• Defines the quality acceptance criteria for the service transition.
• Produces the Service Design Document, the key project deliverable in terms of service aspects and processes.
• Performs any other related task as required.

Knowledge and Attributes:

• Ability to work in line with best practice in complex environments and within tight time constraints.
• Ability to work under pressure within a fast-paced environment.
• Ability to build excellent working relationships with both internal and external stakeholders.
• Excellent communication and presentation skills.
• Ability to demonstrate conceptual technology knowledge.
• Advanced ability to work with cross functional stakeholders (internal and external to the organization).
• Advanced understanding of organizational products / service offerings.
• Ability to stay abreast of changing technology, best practices and industry trends.

Academic Qualifications and Certifications:

• Tertiary level – bachelor’s with 7 yrs. experience; or post-graduate degree with at least 3 years’ experience in a consulting capacity/working in a vendor/ partner environment.
• CCIE or CCNP- Networking, Collaboration, Security certification is a distinct advantage.
• Experience in sales of platform based managed service is a distinct advantage.
• Practitioner certificates with reputable global cloud services provider such as AWS, Google, Microsoft.
• Certification and working knowledge of ITIL, Service Management and Integration, Business Analysis -CBAP
• Scaled Agile certification/Scrum /PRINCE 2
• TOGAF/COBIT certification will be an added advantage