Job Description
As part of the role, you’ll be required to go through National Security Vetting clearances (SC and BPSS). The process of obtaining the clearances will be funded by the company.
Overall purpose of the job: to provide service architect and design functions within a presales capacity 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 & Process
- Service Desk & Reporting Design
- Service Integration and Supplier Management (including SIAM)
- Promotion of reference service architecture processes such as ITIL & SIAM across managed services practices
- Support the company in achieving sales targets through creation of least‑cost, compliant and validated service design/architecture aligned to customer business requirements
- Effective case queue management to enable sales targets and maximise pipeline generation
- Achievement of strategic objectives defined by the Head of Cloud & MS Solutions for continuous evolution, efficiency and productivity of the cloud solutions department
- Drive and improve efficiency through standardisation within documentation such as proposal and bid collateral
- Provide subject‑matter expertise for integration of the portfolio and service catalogue to deliver high‑quality customer experience
- Front‑line consultant role: create opportunities, solve problems, and establish working relationships with customers and sales staff, helping develop end‑to‑end service design for transition to cloud and managed services infrastructure to maximise user experience (UX) and customer experience (CX)
- Validation of the service design at order stage, ensuring a consistently high standard of handover to delivery teams is maintained
Key Responsibilities
- Instrumental participation in full sales cycle: discovery, opportunity and service evaluation, response documentation, opportunity closure and handover processes
- Support Sales Teams with client meetings, workshops and presentations
- Promote sales confidence in the Managed Services portfolio by producing and maintaining relevant collateral and documentation
- Undertake design and presentation of service‑oriented architecture to meet defined customer requirements
- Work with sales teams and prospects to devise solutions based on customer requirements
- Create and deliver customer presentations that promote and differentiate the value of the solution
- Conduct pre‑contract service architecture and design due diligence
- Assist in full handover of a service design to delivery and operational teams post contract signature
- Act as a service‑focused point of contact for prospects, customers and sales teams for Cloud & Managed Services
- Assist in developing customer‑specific value propositions highlighting benefits and differentiators versus competition
- Coordinate service design with Sales & Design Teams, Service Management and Managed Services stakeholders to ensure accuracy and feasibility
- Maintain deep understanding of product and service offerings
- Assist with and lead practice development activities, including new service development, knowledge management, delivery methodologies and tools
- Regular liaison with stakeholder teams, namely Managed Services and Service Management
- Assist with upkeep of product collateral and solutions/bid documentation repository
Knowledge and Experience Required
- Proven experience working as a Service Architect or relevant role in a service, transition, sales or presales capacity
- Strong understanding of service models and frameworks – ITIL, IT4IT, Scopism
- Ability to manage workload in a coordinated and prioritised manner, adhering to critical timelines such as bid deadlines
- Demonstrable ability to translate customer service requirements into service architecture documentation and designs
- Ability to clearly articulate the benefits of a service architecture in relation to customer business objectives
- Commercially astute and confident in a customer‑facing role, giving presentations, writing proposals, and holding customer calls/meetings
- Ability to work with and coordinate an array of stakeholders within a complex response/bid framework
Required Skills
- Appropriate background in Cloud and/or Managed Service Provider sector
- Strong knowledge and understanding of Service Design and Architecture
- Strong working knowledge of IT Service Management suites and tooling (preferably ServiceNow)
- Demonstrable framework of industry‑aligned knowledge (ITIL, IT4IT, TOGAF, Scopism, SIAM)
- Strong proposal and bid writing skills, including visual articulation of design
Desirable Skills and Experience
- Managed Service Desk and User Support Services
- Managed Infrastructure Services
- Managed Telecommunication Services
- Managed End User Compute (Virtual and Physical)
- Application High Availability and Disaster Recovery
- Hybrid Cloud and Multi‑Cloud Principles
- Cloud and Managed Services Transition
- IT Transformations and IT Outsourcing
Exponential-e Group is committed to providing equal opportunities in employment and treating all employees with respect and dignity. The company respects and values the diversity of its staff, striving to maintain an environment where there is opportunity for everyone to feel valued, have their talents utilized and for personal and organisational aspirations to be met.
