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Service Architect

2 months ago
United Kingdom
Full-time
Mid Level
Solutions Engineer
Product Management
CRM Microsoft Dynamics 365
Apply Now
Wifinity

Wifinity

Wifinity is a managed internet services provider that helps businesses and individuals stay connected with fast and reliable internet access. They work with various sectors, including the MOD, the NHS, and major brands, offering managed networks, WiFi ...

Diversified Telecommunication Services
51-250
Founded 2007
$55M raised
View All Jobs 7

Description

  • Interpret service-related customer requirements during tenders and bids and design solutions with Pre-Sales Technical Architects that meet those requirements.
  • Define and document service processes such as onboarding workflows, SLAs, ticketing flows, reporting expectations and customer interaction models.
  • Produce clear service descriptions for proposals, Statements of Work (SoWs), Master Service Agreements (MSAs) and tender submissions.
  • Translate recurring customer asks into standardised service parameters and identify requests that fall outside the existing catalogue for escalation or extension.
  • For each product/catalogue item, define specifications and service scope, fulfilment workflows, selectable parameters/options and operational guidance.
  • Work cross-functionally with Operations, CRM/business systems, Product, Sales, B2B Proposition and Legal/Commercial to validate deliverability, system impacts and contractual text.
  • Create reusable service assets including FAQ-style tender responses, service definition templates and bid learnings to reduce bespoke work.
  • Capture insights from large bids and customer engagements to feed into product development and catalogue standardisation.
  • Engage with customers and run workshops to clarify service requirements, resolve queries and ensure customer satisfaction and follow-up.

Requirements

  • Proven experience defining service processes, customer journeys or operational workflows in a managed services, SaaS, MSP, telco or similar environment.
  • Experience supporting presales or bid processes and producing proposals, SoWs or tender documentation.
  • Strong analytical skills with the ability to convert ambiguous requirements into structured artefacts and service parameters.
  • Excellent written communication skills for creating clear service descriptions, workflows and operational text.
  • Comfortable engaging with customers and facilitating workshops to define and validate service requirements.
  • Ability to work independently, manage tactical workloads and operate under time pressure.
  • Experience or background in service architecture, business analysis or product management (preferred).
  • Ability to draft service-related contractual text (MSAs, SoWs) (preferred).
  • Understanding of CRM-driven parameterisation (e.g., Dynamics, ServiceNow) is desirable.
  • Successful applicant will be required to complete a basic level DBS check.

Benefits

  • Competitive salary and benefits package.
  • Annual Leave Buy & Sell Scheme.
  • Remote-first working environment with flexible work / life balance.
  • Inclusive hiring practices and alternative application formats available on request.

Interested in this position?

Apply directly on the company website

Apply Now

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