Service Architect

Service Architect

Flexible Working Location

Job Reference: V10276

Employment Type: Permanent

Division: External Network Services

Business: Network Services

Role Profile

As a key member of the team reporting to the Service Design Manager, you will be responsible for providing the overall Service Design to the Sales and Bid Teams and subsequent handover to the Projects and Operations teams.

You will engage with all areas of Telent to define service offerings and work closely with the Bid and Sales teams to ensure high quality proposals are submitted, designing credible and deliverable service architecture that is fully costed and appropriate for the customer services required.

Typical Deliverables

• Working with the Sales and Bid teams to produce high quality, price competitive service solutions ranging from fully managed services through to support and maintenance services.
• Providing presales support to help develop new opportunities and look for innovative solutions to enhance our service offerings
• Work with the Operations and Engineering teams to develop a robust and measurable service architecture that can be delivered against new customer requirements, and that is scalable for future opportunities
• Assist the Sales, Bid, and Commercial teams in developing SLAs and associated terms that are relevant, measurable, and achievable by operations
• Act as an interface between the Presales team and the Operation teams to build a knowledge base of standard collateral and past performance of services offering
• Identify, as part of service design, the skills, capabilities and functional requirements within Operations to deliver service quality
• Manage a smooth handover into the Projects and Operations teams, ensuring a successful go-live
• Ensure efficient mobilisation of new contracts and services in accordance with the proposed offerings thus avoiding rework of designs, misunderstanding of commitments and early failure to meet customer requirements
• Work with the Service Mobilisation Manager to continue to develop, implement and maintain service design and transition processes within the Telent business
• Be aware of external service standards and promote them where appropriate so that they may affect and better our proposals
• Aid sales in customer meetings onsite and in Telent offices.
• Provide presentation material of service solutions and to present these
• To ensure that requests for assistance from the sales, presales and bid teams are completed in a timely manner and, where applicable, within agreed time scales.
• To ensure that where customer requirements are unclear to clarified these in further communication with the customer or escalated to the Service Design and Mobilisation Manager
• To ensure that where service capabilities are not fully understood, to seek assistance from other members of the team, or the wider business, to validate solutions prior to providing customer solutions or pricing.
• To ensure that where problems exist that these are appropriately escalated to the Service Design and Mobilisation Manager
• Timely completion and adherence to company processes

Business Operations Skills – Experience

• The Service Design Consultant will have experience of developing and costing service solutions as part of bid and presales proposals/tenders’ responses, and ideally for complex multi technology solutions in Telecoms and IT service arenas.
• Experience in producing service management content for bid & pre-sales proposals
• Experience in the sales, pre-sales & operational environments
• Experience of working in both public and private sector verticals
• Demonstrable understanding of service management and service operations, costing and commercial structures
• Service focussed with an appreciation for understanding technical solutions
• Excellent communication skills, with experience of working with customers and suppliers to achieve shared goals
• Proven track record of managing complexity
• Strong financial and commercial awareness
• Excellent verbal and written communication skills and be able to explain service design choices in customer meetings and proposals
• Excellent and thoughtful decision maker
• Self-motivated and capable of working within bid and project timescales and deadlines
• Experience of working with suppliers and clients at a senior level
• Happy to present in meetings up to and including board level
• Ability to multi-task, working on several projects at any given time
• Ability to work under pressure and meet tight timescales
• Strong Microsoft Visio, Excel, Word, PowerPoint skills

Business Operations Skills – Qualifications

• ITIL 4 (essential)
• Higher ITIL certifications e.g. practitioner or intermediate (desirable)

Behavioural Requirements

• Self-motivated and capable of working and delivering within bid and project timescales
• Service focussed with an appreciation for understanding technical solutions
• Team player who understands the importance of developing trusting and collaborative relationships
• Ability to build trusted and collaborative relationships with colleagues and teams across Telent
• Ability to build trusted and collaborative relationships with partners, suppliers and customers
• Excellent attention to detail, consistency and accuracy
• Takes ownership and initiative
• Good personal time management
• Excellent judgement and decision-making skills
• Shares expertise with colleagues
• Good problem-solving skills
• Identifies solutions to non-standard tasks.
• Offers mentoring and guidance to others.
• Promotes teamwork
• Champions Telent’s values in the work they perform

Excellent Employee Benefits:

Telent is committed to ensuring that we offer industry leading career opportunities, salary and benefits packages. Join us and you can expect to receive:

• 33 days holiday, including public holidays, plus the option to buy or sell five days each year
• Company pension scheme
• A range of family friendly policies including childcare vouchers
• An employee-funded car leasing scheme
• Occupational health support
• Telent Rewards Scheme

So why choose Telent for your next opportunity?

To build, run and maintain a successful network, you need a connected approach – a team you can trust from strategy to support, and everything in between. At Telent, this is what we do!

As part of our team, you could be working with some of the biggest names in the Traffic, Rail, Public Safety, Defence and Service Provider sectors including London Underground, Network Rail, Transport for London, RNLI, MOD and Virgin Media. You’ll help us ensure the most important messages get through – however tough the conditions.

Here are just some of the ways we’re different:

You’ll go further with us. We understand the importance of career development and will give you all the support you need to realise your potential. You’ll receive formal training, e-learning and mentoring from top professionals. And we offer opportunities to transfer to other sectors – or even different technology areas.

You’ll make a difference. You could be working outdoors, battling the elements, or in one of our many offices helping us develop the network infrastructures of tomorrow.

You’ll be treated as an individual. We’re not a vast corporation, which means every individual counts. With us, you’ll be valued and supported, involved and empowered from day one.

You’ll be well rewarded. We offer salary progression that reflects market rates and personal performance, a flexible working environment and excellent training.

We reserve the right to close this vacancy once we have received sufficient applications.

Telent is an equal opportunities employer and is committed to diversity and inclusion