Pre-Sales Service Architect

Architecture is responsible for the design of the following elements of the solutions:

IT Service Desk and Customer Experience

IT Service Management and Governance (e.g., ITIL® v3, v4, Agile)

Service Integration and Management (e.g., SIAM)

Service Automation and Innovation (e.g., Virtual Agents, Orchestration)

Service Operating Models and Support Models

ITSM toolset and Integration (e.g., ServiceNow, BMC Remedy)

Service Performance and Measurement (e.g., Reporting, SLA, XLA, KPI)

Responsibilities

• Identifies the customer requirements for the solution, building strong relationships and acting as a major influencer in the customer choice towards Fujitsu.
• Maps the customer needs to the Fujitsu portfolio within their domain/areas of expertise in the most effective way.
• Collaborate with domain experts and solution architects to map strategy for service overview.
• Contributes to the requirements registry and produces the solution volume indicator for their elements.
• Designs innovative, cost-effective solutions incorporating components from other contributing specialists.
• Produces or oversees the production of solution costs for respective elements.
• Owns part of RAID log related to the corresponding areas of expertise.
• Within their domain/areas of expertise, produces the required internal & external bid artefacts and deliverables including Scope, Solution & Governance Architecture, Tooling architecture including integrations, SLAs, T&T timelines, and value-add.
• Shapes technical proposals (Response document) to be commercially acceptable to the customer and proposes solution/service trade-offs when needed.
• Coordinates the work of SMEs contributing to the design and implementation of the elements in scope when applicable.
• Takes part in due diligence activities and necessary customer workshop activities as part of the solution development and bid processes.
• Participates in bid assurance process, bid reviews and defends the solution. Ensures all solution elements fully comply with the company's governance and approval process.
• Takes an active role, supporting/leading where necessary, in contract negotiations to ensure that the contract correctly represents the solution and offer.
• Shares knowledge with colleagues and makes useful additions to Fujitsu’s presales knowledge repositories.
• Represents Fujitsu at customer forums, conferences, and professional bodies to build Fujitsu’s reputation in the marketplace.

Role Requirements

• Experience IT managed services as a Manager, responsible for Service Desk Operations or managing multiple ITIL® processes (e.g., Change, Asset, Problem, etc.).
• 4 years of experience working in the presales environment designing IT Service Desk, Service Management and Service Integration related solutions (preferred).
• Alternatively, 4 years of experience in design and implementation of IT Service Desk and IT Service Management services in key/strategic transition and transformation programmes.
• Knowledge of the bid lifecycle processes, solution design and costing approaches, and well-established architectural development methodologies (e.g., TOGAF, Design Thinking).
• Understanding of omni-channel IT Service Desk design, implementation, operation, and associated automation technologies (e.g., Chatbot, VA, ITSM, Self-Serve, Telephony, etc.).
• Understanding of Service Performance and measurement associated with Service Desk and Service management (SLAs, XLAs, KPI, reporting).
• Industry knowledge of ITIL® v3 and v4 (practical application), SIAM, Agile, Service Orchestration / Automation, main ITSM toolset (ServiceNow, BMC, etc.), IT Service Desk and Customer Experience.
• Good knowledge of ITSM interfaces with Enterprise Management tooling.
• Ability to write coherent, concise, and readable technical service documentation and persuasive, targeted and concise proposal documents.
• Ability to influence senior stakeholders both internally and externally with varying objectives.
• Problem solving skills: able to think conceptually and tackle complex problems by redefining the situation into well-defined requirements and potential solutions.
• Innovative thinking and creativity: out of the box thinker able to create compelling solutions from scratch with minimum available information and data.
• Critical thinking & analytical mindset.
• Fluent in English; other languages are a plus.
• Good business and data analysis skills.
• Proficient MS Office skills.