Service Architect

1 week, 6 days ago
Full-time
Mid Level
Product Management
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

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

Similar Roles

Solutions Architect - Montreal

Databricks 1K-5K IT Services

Databricks is hiring a Solutions Architect in its Field Engineering org to help customers in Canada design and adopt scalable data architectures on the Databricks platform.

Apache Spark AWS Azure Databricks GCP Java Kafka Machine Learning Microservices MLflow Pandas Python R Scala Scikit-learn SQL
39 minutes ago

Partner Solution Architect (Brazil)

PingCAP 251-1K IT Services

TiDB is hiring a Partner Solution Architect to help align its cloud-native distributed database platform with customer needs across global markets and drive adoption through industry-focused solutions and technical guidance.

AWS Azure GCP Google Tag Manager SQL
2 hours, 17 minutes ago

Business Solution Consultants Graduates (f/d/m)

SAP Fioneer 1K-5K Internet Software & Services

SAP Fioneer’s Graduate Program L.I.F.T offers early-career professionals the chance to work on real client projects in financial services, supporting digital innovation and end-to-end banking and insurance solutions.

SAP
2 hours, 37 minutes ago

Head of Solutions Engineering

Laravel 51-250 Internet Software & Services

Laravel is seeking an SE Manager to lead and scale its pre-sales technical team for enterprise customers, shaping the strategy, processes, and AI-first operating model that supports the company’s commercial platform.

Laravel PHP
2 hours, 37 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers