Digital Workplace & Hybrid IT - Solution Architect

We are seeking a Solution Architect (Hybrid IT and Digital Workplace) to lead the design and positioning of integrated managed services for enterprise customers. The role will retain a strong focus on Digital Workplace services while providing sufficient Hybrid IT capability to shape end-to-end solutions spanning infrastructure, workplace, cloud operations, service management and service integration.

The primary responsibility is to architect Digital Workplace services covering Modern Service Desk, Field Services, Onsite Support, End-User Computing, endpoint management, virtual desktops, application delivery, collaboration services, Digital Experience Management (DEX), automation, conversational AI and employee experience. The role will also integrate relevant Hybrid IT managed services, including hybrid cloud, compute, storage, backup, virtualisation, infrastructure monitoring, platform operations and operational resilience, into a cohesive service model.

Resonsibilities:

Strategy & Leadership

• Lead the recommendation, development and evolution of the company’s Digital Workplace managed services strategy and roadmap, aligned with the broader Hybrid IT portfolio.
• Drive customer transformation initiatives across workplace support, end-user computing, cloud-enabled workplace, infrastructure operations and employee experience.
• Conduct service maturity assessments to identify operational gaps, cost inefficiencies, experience issues, technical debt and opportunities for standardisation, consolidation and automation.
• Evaluate emerging technologies such as conversational AI, generative AI, automation, AIOps, DEX and observability platforms, and recommend practical adoption roadmaps.
• Provide architecture leadership and design assurance to ensure solutions are scalable, secure, supportable and aligned with delivery capability.
• Promote repeatable service blueprints, standard offerings and reusable solution patterns across DWP and supporting HIT services.

Presales & Managed Services Solutioning

• Lead customer discovery sessions to understand business objectives, user experience challenges, technology landscape, operating constraints, service levels and transformation priorities.
• Lead or support RFI, RFP and RFQ responses by developing technical proposals, service models, operating frameworks, architecture diagrams, transformation roadmaps and solution narratives.
• Define end-to-end managed service scope, service boundaries, assumptions, dependencies, exclusions, responsibilities and third-party interfaces.
• Design integrated services covering Digital Workplace and Hybrid IT services incorporated to provide a complete customer solution.
• Develop target operating models covering service towers, roles, RACI, governance, escalation, service integration and interfaces between global, regional, local and partner delivery teams.
• Define resource and effort assumptions based on service volumes, locations coverage, support hours, SLAs, and automation strategy.
• Contribute to pricing and commercial models, including tooling, licences, transition effort, service resources, risk contingencies and optimisation levers.
• Articulate value propositions linked to user experience, productivity, service quality, resilience, cost efficiency, automation and measurable business outcomes.
• Lead internal solution reviews, risk assessments and governance approvals, ensuring alignment between solution scope, costing, contractual commitments and delivery capability.

Digital Workplace Architecture & Service Design

• Design end-to-end Digital Workplace architectures across:

• Modern Service Desk (Omnichannel support, shift-left strategies, Knowledge Management)
• Field Services and Onsite Support models (coverage, dispatch, SLA design, site-based support)
• Conversational AI and Chatbots for self-service and ticket deflection
• Automation (workflow automation, remediation scripts, integration with ITSM tools)
• Digital Experience Management (DEX) tools for endpoint visibility and user experience optimization
• End-user computing environment (devices, OS lifecycle, application delivery, and endpoint management)

• Define target operating models, service transition approaches, and continuous improvement frameworks.
• Develop architecture standards, service blueprints, and integration patterns across ITSM and enterprise systems.
• Ensure solutions are scalable, user-centric, measurable (XLAs/SLAs), and aligned with ITIL best practices.
• Design tool-agnostic architectures while leveraging platforms such as ServiceNow where applicable.

Hybrid IT Managed Services Integration

The role is expected to shape, integrate and govern relevant HIT managed services with support from domain specialists, including:

• Design end-to-end Hybrid IT architectures across:

• On-premises data centers (compute, storage, backup, disaster recovery)
• Private cloud and virtualization platforms
• Public cloud environments (Azure, AWS, GCP), including landing zones and workload design
• Network, connectivity, identity, and security integration

• Define target-state architectures, transition strategies, and key assumptions.
• Develop architectural frameworks, standards, and models to guide solution design and delivery.
• Ensure all solutions are scalable, secure, resilient, and aligned with industry best practices.

Stakeholder & Delivery Collaboration

• Collaborate with cross-functional stakeholders to gather business, operational, and technical requirements.
• Conduct discovery workshops covering service desk operations, user journeys, support models, tooling, and experience challenges.
• Work closely with delivery teams to ensure alignment between solution design, transition approach, and operational execution.
• Collaborate with automation, AI, and platform teams to embed innovation into service offerings.
• Partner with governance, risk, and compliance teams to ensure adherence to enterprise security and data policies.

Skillsets & Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 8 years of experience in presales, solution architecture, and managed services within enterprise environments.
• Strong experience designing Digital Workplace services including Service Desk, End-User Computing, Modern, Endpoint Services, and Field Services. Exposure to Conversational AI, chatbot technologies, automation tools, and DEX platforms is highly desirable.
• Working knowledge of Hybrid IT managed services across cloud, compute, storage, virtualisation, backup, monitoring and infrastructure operations.
• Strong understanding of ITIL and ITSM practices, including Incident, Request, Problem, Change, Knowledge, Configuration and Service Level Management.
• Hands-on or architectural experience with ITSM platforms such as ServiceNow, including workflows, integrations, AIOps, automation and reporting capabilities.
• Experience in designing service operating models, SLAs/XLAs, service integration, resource models, transition approaches and continual improvement frameworks.
• Strong analytical and problem-solving skills, with the ability to translate business needs into practical, scalable service solutions.
• Excellent stakeholder management, communication, and presentation skills, with the ability to engage both technical and business audiences.
• Proven ability to work across presales, consulting, and delivery teams in a fast-paced environment.

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