Job summary

Trustmarque has an established and growing Managed Services capability; our vision is to rapidly grow our Managed Services capabilities, revenue, customer base and portfolio of standardised repeatable Managed Services. Trustmarque is not an IT outsourcer; we specialise in the provision of standard repeatable packaged services that allow us to meet many and varied customer requirements through combinations of services from our portfolio of standard repeatable services.

Working to a service management framework you will gain a good understanding of Trustmarque’s Managed Service offerings and will be a key interface with practice, sales, technical and operational teams in building Managed Service offerings and capabilities in line with our strategic direction.

The Service Design Architect will report directly to the Service Design Director

Responsibilities

The main responsibilities are detailed below, although the post holder would also be expected to perform any other duties which might reasonably be required by the business:

• Work on Managed Services opportunities, mapping customer requirements to our portfolio of standardised operational services and in some cases partner services. Help cost services and provide customer facing Managed Services artefacts.
• Provide ongoing management for existing Managed Services agreements in terms of contractual changes, ongoing reconciliations, and renewals.
• The Service Design Architect will also work in designing and documenting new standard and repeatable Managed Services propositions, with the aim of providing clear and unambiguous service definitions, including their components, requirements, outcomes and roles and responsibilities.
• Iterate and evolve standard repeatable services to meet new or changing business needs and as part of continuous service improvement and value creation
• The Service Design Architect will work with key areas of the business including practice leads, specialist sales and other subject matter experts, bid team, commercial and legal as well as our Operational Support teams for the delivery of services.
• Support Sales Account Management Teams, enabling them to win service business with new and existing Customers. This will be achieved through working to strict quality processes and recognised implementation methodologies ensuring future business opportunities are realised. This includes the ability to analyse and put into context cost, risk, assumptions, and dependencies into a commercially viable proposal.
• Engage in the service design, gap analysis, and remediation between Trustmarque’s and Customer service requirements
• One of the key skills required for this role is the ability to understand the Customers problems (business and/or technical), to translate these into accurate, unambiguous statements of managed services and to design services that delight our customers.
• Assist in the creation and delivery of presentations and supporting material to drive and grow Managed Services revenues via client pitches and proposals
• Ensure transparent handover of contract and other supporting information to a nominated Transition Manager or Service Delivery Manager and Operational Support Team.
• The Service Design Architect will actively participate in internal Managed Services review and approval processes. Assisting the business in the qualification process of sales opportunities by providing impartial advice and guidance, ensuring decision making associated with any risk in an opportunity is made in an informed, approved, and transparent manner.
• Respond to bids and tenders
• Keep abreast of developments in managed services approaches and provide input to the direction & development of Trustmarque’s Managed Service offerings. Provide subject matter expertise in the area of Managed Services and ITIL process across the Service Lifecycle, with particular emphasis on delivery of the predicted service outcomes and service excellence.

Knowledge and Experience

• This is very much a doing role and not a facilitating role. The Service Design Architect needs to be comfortable with technology to a level where they can question and quickly gain a good working understanding allowing you to define the constructs for new or evolving services and for mapping customer requirement to our services.
• You will have recognised expertise in service architecture development and the technology and services involved, and the application of this expertise within a technical or business environment.
• You will ideally have experience in developing standard and repeatable packaged services within a technology services organisation.
• You will have a sound and broad knowledge of IT and an excellent understanding of how operational service delivery relates to other areas of IT and how it impacts on other business functions
• You should be knowledgeable in service operations and delivery
• Be able to produce high-quality artefacts and documentation.
• Have a good understanding of IT Managed Services and industry service and support solutions with demonstrable experience of designing standard repeatable services
• Understanding of customer needs — including: transparency, availability, management, change, quality of service, security, services and resources, support requirements, business continuity and effects on customer’s environments
• A good overview of modern and evolving Managed Service market trends and business drivers
• Must have strong interpersonal skills, customer service skills and be very politically sensitive when working within the Customer base.

Behavioural Competencies and Personal Attributes

• Able to communicate effectively and professionally, with the confidence and gravitas to build working relationships at all levels, both internally and externally
• Be an articulate, confident speaker during presentations to Customers and Business Partners when required. Meticulous attention to detail and strong verbal and written communication skills are essential as is a drive for a ‘right first time’ approach.
• You will be at ease discussing issues at all levels as you will be expected to liaise at C-level or Director level and quickly grasp new ideas and concepts
• You will need to be adaptable, flexible, and self-critical, with a view to always improve solutions, processes, and performance