Lead - Domain Architect

Job Title: Lead Domain Architect

Experience: 15+ years

Job Description:

Mandatory Knowledge and Exposure:

- Service Desk Solutioning

- Service Management Solutioning

- Service Integration and Management (SIAM) Solutioning

- ITSM Tooling and Integrations (Functional) Solutioning

- End User Automations (e.g. VA, Chatbot, Self-service, Workflow Automation, RPA, EUA, etc.)

- Transition and Transformation Project Exposure

Responsibilities:

Pre-Sales & Consulting:

- Own the Service Architecture elements for provocations and early engagements.

- Conduct service maturity assessments for clients to identify opportunities.

- Provide service consulting for the scoping of new business.

- Manage requirements, understanding the customer's business, organization structure, vendor ecosystem, organization culture, business constraints, and business roadmap.

- Demonstrate a strong understanding of Managed services market trends, technologies, solutions, and strategic roadmaps.

- Articulate and present solution approach and strategy through engaging customer presentations and dialogues.

- Design services on large bids with high complexity, covering Impact Assessment, identification of transition operating model, process and service tooling design, service landscape, service decomposition, future operating and governance model, service catalog items, SLAs, KPIs, and risk assessment.

- Take responsibility for the service desk cost model for the bid/RFC aligning with the proposal strategy.

Bid and Solutions:

- Define service win themes in conjunction with the overall solution owner.

- Produce technical documentation as part of Customer Solution Lifecycle.

- Deliver service desk bid/RFC response and associated contractual definitions.

- Provide costing of service elements, including demand profiling and optimizing solutions according to derived target costs and benchmarks.

- Deliver service elements for the customer contract, constructing a comprehensive service landscape showing how the Fujitsu service forms part of the entire service.

- Provide service credit models for the proposition including commercial risk models.

- Ensure awareness of Service Levels associated with Service Desk (SLAs) and User Experience (Experience Level Agreements (XLAs)).

- Contribute to the service elements of the Transition and Transformation plan.

- Create and maintain artifacts and represent service in Assurance reviews demonstrating the service solution.

- Design Omni-channel service desk, implementation, operation, and associated automation technologies.

Design & Implement:

- Provide solution steering to enable the design of the right proposition.

- Innovate on how services can be delivered, embracing new technology and approaches.

- Design service solutions that integrate with the wider solution and each other.

- Ensure the service is designed to meet customer requirements using standard offerings where possible, with bespoke components only used where there is a gap.

Additional Qualifications:

- Experience working to tight timescales within a high-energy team environment.

- Ability to lead both virtual and co-located teams.

- Ability to influence senior stakeholders both internally and externally with varying objectives.

- Innovative thinking; the ability to think conceptually to tackle complex problems by redefining the situation into a number of well-defined requirements.