Service Architect
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Job Description
Service Architect designing end-to-end managed services for Telefónica Tech’s cloud, data, workplace, and cybersecurity solutions. Shaping customer bids, service transitions, and live operational delivery.
Responsibilities:
- Design end-to-end managed service solutions aligned with customer outcomes and contractual commitments
- Translate requirements into Service Design Packs covering service scope, delivery models, people, processes, partners, SLAs, KPIs, and OLAs
- Understand customer operational requirements and define service management and operating models
- Support bids, tenders, and presales opportunities with service architecture expertise and written solution content
- Present proposed service, delivery, and operational models during customer dialogue and solution sessions
- Collaborate with sales, bid, programme, project, transition, legal, commercial, and service operations teams
- Develop cost models for bespoke service designs and support governance and approval processes
- Produce and maintain service definitions, service design documents, and customer-specific contractual artefacts
- Ensure new and changed services can meet agreed service levels and performance measures
- Support service transition, operational readiness, and introduction of services into live operations
- Conduct peer reviews, audits, compliance checks, and due diligence across service solutions
- Champion ITIL, Agile, TOGAF, and other relevant service management and architecture practices
Requirements:
- Significant experience designing or architecting managed services and IT service management solutions
- Strong knowledge of service design, service transition, and service delivery processes
- Experience translating customer requirements and contractual obligations into practical service solutions
- Understanding of SLAs, KPIs, OLAs, service scope, and operating models
- Experience applying service management frameworks, policies, and processes within customer environments
- Strong knowledge of managed services and ITSM toolsets
- Demonstrable customer-facing consultancy experience
- Strong written communication skills, including clear service and commercial documentation
- Confidence facilitating workshops, presenting solutions, and engaging with senior stakeholders
- Commercial awareness and ability to balance customer outcomes, operational requirements, and delivery costs
- Experience conducting solution reviews, audits, compliance checks, or due diligence
- ITIL v3 or ITIL 4 certification desirable
- Experience supporting presales activities, bids, tenders, or RFP responses desirable
- Knowledge of IT and enterprise service management platforms desirable
- Experience with cloud computing or cloud service management desirable
- Knowledge of TOGAF, Agile, DevOps, Lean Six Sigma, or business analysis practices desirable
- Experience creating cost models for bespoke or complex managed services desirable
- Previous experience in service delivery, service development, project management, or tools architecture desirable
- Experience creating and communicating service or solution architectures desirable
- Understanding of business change, governance, and commercial contract environments desirable
Benefits:
- Full-time employment
- Inclusive culture and commitment to diversity, equity, and accessible hiring practices
- Employee Resource Groups, including TogetHer (Women's network), Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE (African and Caribbean heritage network), and Sustainability
- Opportunities to work across presales, commercial, transition, delivery, and service operations
- Exposure to cloud environments and multiple technology stacks
- Professional development through application of ITIL, Agile, TOGAF, DevOps, and modern service management practices
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