Service Architect

Location- Pune/ Bangalore/ Noida/ Hyderabad/ Chennai

Budget- 40LPA
Experience:16+ yrs

Overall Experience - 16 Years (Minimum)

Presales Service Architecture and Consulting Experience – in yrs

Service Design and ITSM Consulting Experience – in yrs

Service Delivery and IT Operations Experience -in yrs

Mandatory Knowledge and Exposure:
Service Desk Solutioning
Service Management Solutioning
Service Integration and Management (SIAM) Solutioning
ITSM Tooling and Integrations (Functional) Solutioning
End User Automations (e.g. VA, Chat bot, Self-service, Workflow Automation, RPA, EUA, Etc.)
Transition and Transformation Project Exposure
Job Description:
The responsibility for Service Architecture across the Customer Service Lifecycle: Pre-Sales & Consulting: Own the Service Architecture elements for:
• Service components for provocations and early engagements
• Service maturity assessments for clients to identify opportunities
• Service consulting for the scoping of new business Bid: Own the end-to-end service element of the customer response, this includes:
• Define service win themes
• Deliver the service elements of the customer response
• Deliver the costing of service elements for entry to the BCPM, including o Demand profiling o Demand reduction o Cost scrubbing
• Deliver the service elements for the customer contract, constructing a comprehensive service landscape showing how the Fujitsu service forms part of the entire service
• Deliver service credit models for the proposition including commercial risk models
• Provide input for the service elements for entry to the RAID log
• Provide input for the service elements of the Transition and Transformation plan
• Represent service in Rainbow reviews
• Represent service in Customer dialogue sessions and contract negotiations
• Represent service in Peer Quality Checks and governance
• Represent service in BAR and CAR Design & Implement: Own the end-to-end service element of the solution design, this includes:
• Provide solution steering to enable the design of the right proposition
• Provide innovation on how services can be delivered embracing new technology and approaches
• Design service solutions that integrate to the wider solution and each other
• Design the service to meet customer requirements using standard offerings where possible, bespoke components should only be used where there is a gap
• Influence the wider technical solution to ensure that service requirements can be achieved including SLAs, Reporting, and other non-functional requirements
• Deliver the service elements of the Architecture Overview Document (AOD)
• Deliver the Service Management Technical Architecture Design for the solution
• Work with the designated Delivery Executive, Business Unit and Deal Assurance to ensure sign off of service proposal
• Understanding of the end to end solution and all impacts on each individual stage/cycle of delivery The Service Architect role requires flexibility and travel will be needed as per the requirements of the engagement. Key Accountabilities
• Supporting the development of Service Management areas of the Solution: Develops compelling and competitive service solutions that comply with our customers' requirements whilst maintaining our exemplary standards of corporate integrity. Service elements include the following: o Account Leadership Team o Service Governance o Service Management o Service Desk o Support Models o Service Level Agreements (in conjunction with Commercial) o Service Credit Regimes (in conjunction with Finance) o Service Toolsets and Integration
• Continuous Improvement:
Working with the Head of Service Architecture to define:
o More effective ways of working
o Identifying reusable collateral o Standardization of approach
o Enhancement of relevant Fujitsu methodologies such as the Service Management Methodology
• Best Practice Application: Ensure that Fujitsu Service Management methodologies and Best Practice bidding approaches are applied.
• Personal Development: Continually strive to improve skills and performance through a combination of formal learning, industry awareness and on the job experience. Required Knowledge and Experience
• Professional experience in delivering service architecture for bids of varying value and complexity is preferred but not mandatory.
• System Design – Experience of designing end to end service solutions that includes Service Management Toolsets, automation and integration; Service Management process and; governance • Service Management Consultancy
• Service Architect experience in key / or strategic transition and transformation programmes
• Knowledge of the full sales and bid lifecycle including qualification, developing capture plans, competitor analyses, winning strategies, value propositions
• Industry knowledge of ITIL® v3 (practical application), SIAM, Service Orchestration / Automation, ServiceNow and Service Desk
• Ability to write propositions that reflect the customer requirements, customer language, answer the questions, extol the benefits of Fujitsu that are compelling and grammatically correct
• Be able to communicate and present effectively at all levels
• Business analysis
• Data Analysis
• Requirements Definition and Management
• Service Management sizing and costing