Service Architect

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.

Job Description

As part of the role, you’ll be required to go through National Security Vetting clearances (SC and BPSS).  The process of you gaining 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) 
• 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 
• Provide subject matter expertise relating to the integration of the Exponential-e portfolio and service catalogue to deliver high quality customer experience 
• 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:

• Instrumental in full sales cycle including discovery, opportunity and service evaluation, response documentation, opportunity closure and handover processes 
• Supporting the Sales Teams with client meetings, workshops and presentations 
• Promote sales confidence in the Managed Services portfolio by producing and maintaining relevant collateral and documentation  
• Undertaking the design, and presentation of service-oriented architecture to meet defined customer requirements 
• Working with sales teams and prospects to devise solutions based on customer requirements 
• Creating and delivering customer presentations that promote and differentiate the value of the Exponential-e solution  
• 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 
• Acting as a service-focused point of contact for prospects, customers, and the sales teams for Cloud & Managed Services 
• Assist in developing customer specific value propositions highlighting benefits and differentiators of Exponential-e vs competition  
• Coordinating service design with the Sales & Design Teams, Service Management and Managed Services stakeholders to ensure accuracy and feasibility 
• Developing and maintaining a deep understanding of the Exponential-e product & service offerings 
• Assisting with and leading practice development activities, including the development of new services, knowledge management, delivery methodologies and tools 
• Regular liaison on interaction with stakeholder teams, namely Managed Services and Service Management 
• Assist with the upkeep of product collateral and solutions/bid documentation repository 

  Knowledge and experience required:

  Professional Experience: 

• Proven experience working as a Service Architect or relevant role in a service, transition, sales or presales capacity 
• A 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 
• Demonstrable ability to clearly articulate the benefits of a service architecture in relation to customer business objectives 
• Commercially astute and confident within 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: 

• An 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 Service Now) 
• A 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:

Knowledge and awareness of the following services would provide greater integration with the cloud and managed services team. 

• 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  

Our People

Our people are what makes Exponential-e Group the company it is today. This year’s employee survey highlighted that 81% of employees who took the survey, would recommend a friend to work for our organisation.

Learning and development are fundamental parts of daily life at Exponential-e. From their first day at the company, everyone is provided ample opportunities to develop their skills and broaden their horizons, with our own L&D team running a range of bespoke courses, based on the latest innovations and challenges across the digital landscape.

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, their talents to be utilised and for both personal and organisational aspirations to be met. Every employee plays a vital role in helping to create an inclusive working environment by understanding and harnessing difference in a positive way.