This is an exciting opportunity to join Roc as a Service Architect, working directly for the CTO as a senior member of the organisation, responsible for defining and standardising Roc’s approach to Service Design, Service Technology, and Service Delivery. Looking to discover, compose and prescribe suitable service solutions to help clients overcome their challenges by way of managed and / or outsourced services.
The role of the service architect is to partner with customers, the sales & technical community and Roc’s Service Management and Operations Organisation; to design and implement services that grow and retain recurring services for Roc, that also meet the clients agreed business outcomes. The primary objective of the role holder will be to formulate and design both shared and bespoke services, which will lead to the transition and transformation of customer IT operations to Roc.
As a Services Architect it is expected that you have a solid understanding of a wide range of IT technologies and core service methodologies (such as ITIL), as well as a personal and professional interest in gaining knowledge of new trends and products.
To support new sales and growth opportunities through proactive engagement with prospects and customers at all levels up to and including at executive level
To present solutions internally and to the customer, demonstrating how Roc can add value and competitive advantage
To develop and maintain quarterly and annual Service Architecture plans for Roc’s Shared Managed Service function, NOC, and core identified customer base
To develop, refine and create our Managed Service pricing tools/cost modelling, ensuring cost pricing and Gross Margin targets are understood, met and maximised
To help with content and management of the companies Managed Service collateral, persona and input into marketing and business development initiative
To identify new tools, technologies, and methodologies which would improve the quality, cost or scope of what Roc can deliver and create appropriate business cases and implementation plans to introduce these into Roc’s core Service Delivery capability
To promote the use of Roc’s shared managed services function and ‘standard’ offerings wherever possible in order to drive efficiencies of scale and universal customer experience, achieving this through best of breed architecture and delivery
To work directly with the services team and technical consultants to ensure the correct technical information and support is available to meet customers’ requirements
An outstanding understanding of IT Managed Services including Service Desk Outsourcing, Managed Infrastructure Services, and End User Computing Outsourcing
Ability to identify, quantify, and determine gaps in existing and prospective clients IT Operations
Demonstrable track record of architecting successful bids for large and medium sized Managed Services
A strong understanding of ITIL based process
Strong commercial acumen, evidenced by the ability to discuss competitive cost models and driving efficiencies of scale across multiple Managed Service contracts
At least 10 years’ experience in a Services Architect/Services Consultancy role where there is demonstrable career progression and achievement
At least 10 years’ experience of working with:
Customers (medium and large) operating in diverse sectors, including public sector
UK based, geographically dispersed teams (including remote workers and remote services)
Experience of influencing, working with and presenting to internal and external stakeholders at executive level
Excellent Interpersonal Communication (verbal and written)
Effective time management with ability to meet competing demands
Experience developing and onboarding new technologies and methodologies from zero to commercially viable and high quality services
Experience of working architecting services within a Managed Services Provider
Experience working with highly complex and secure public sector organisations (Government and Defence)
Experience designing and implementing Networking managed services using Modern Network technologies (such as Aruba Central, Cisco Meraki, and Juniper MIST)
Experience designing and implementing Microsoft managed services focussed on Azure consumption management, Infrastructure, and M365 technologies
Previous experience working within Service Management and/or Operations for a Managed Service Provider or Re-seller
Active Security Clearance (SC or DV)
Extensive knowledge of ServiceNow toolset and functions
Knowledge and experience of working with SolarWinds
Knowledge and experience of working with NinjaOne
Experience working within a SOC services provider