As a Service Architect (SA), you will be part of the Managed Services leadership team. SA key responsibilities include the development of the Managed Service Portfolio and the maturity of Block’s service operating model.
Reporting directly to the Managed Services Director, you will work with sales, presales and technical representatives from within Block to design, sell and transition services within the portfolio.
SA service design activities focus on client business needs whilst ensuring alignment with Block’s commercial drivers and technology and solution propositions.
Design innovative IT managed services and solutions that focus on client needs, key commercial and operational drivers and alignment to Block’s technology and solution portfolio and processes
Translate the customer requirements and contractual objectives into the design of IT services covering high-level service architecture, service delivery models, ITIL process, people and structure, service level agreements (SLA’s) and service cost models
Develop, mature and implement standard operating models,service management and operations plan outputs. Driving standardisation,enabling the operational teams in the delivery of IT service excellence
Work closely with technical architects, customer success,commercial and sales functions to develop and produce the service designoutputs of core value propositions
Perform the role of as the liaison between theproject / solution teams and managed services to assure service transitionactivities and support the delivery of quality service designs
Work with presales providing input into RFIs, ITTs, RFP’s, RFQs and Bill of Materials for project and service scoping ensuring highest quality output at highest efficiency
Manage and maintain the managed services portfolio withresponsibility to review and approve service aspects of changes acrossarchitectures, services and design
Maintain Trusted Advisor status within Block and strategicclients to ensure service approach is in line with evolving business andservice requirements and budgetary constraints
Keep up to date with managed services and market trends
Work with Service Delivery and Customer Success teams toensure the end to end successful execution of managed services engagements
Proactively engage with the Customer Success teams toidentify opportunities to improve services in their existing client base anduncover new opportunities
Provide gap analysis to bring existing services in line withthe defined standards;
Work with the Operations Team to quality assure servicedelivery producing plans for service improvement
Act as a point of service escalation for the Customersuccess management
Champion service management and associated processes andprocedures within Block, operating within the ITIL and infrastructure maturityframeworks (e.
g CMMI), and compliant with ISO20000
Skills, Knowledge & Experience
Minimum 5 years’ experience in IT services industry, working at least 2 which have involved the development of infrastructure managed services offerings including IT support services
Experienced in hyper scaler (Azure and AWS) / Cisco solutionsand services and AAS consumption models
Experience of working in AAS / Cloud services development
Experience of working with clients in a Sales / Pre Salesrole, including the production of large bids and proposals for managed servicessolutions
Technical knowledge and experience of working in a minimumof one of the following technical practices networking, collaboration, datacentre and desktop services
Excellent understanding of service methodologies andapproaches; preferably with some previous IT operational management
Excellent verbal, written communication and presentationsskills together with the ability to deliver client presentations
Able to deliver as efficiently as possible withoutcompromising quality or the client experience
An effective and open communicator, both written andverbal. Able to listen and learn fromall engagements
Efficient in approach, developing optimised and simpleworking methods and processes with a keen eye for detail
Continually improving, caring about quality and deliveringclient value