Service Design Architect L4

Service Design Architect – L4
Job Title: Service Design Architect
Department: Pre-Sales
Business Area: Network Services
Job Level: SFIA Level 4
Location: Wiltshire (2-3 days per week onsite)
Security Requirement: Candidates must hold DV or SC Clearance.

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Core Responsibilities:

The Service Design Architect will lead comprehensive service designs for Project teams, supporting Sales and Bid teams while ensuring effective handovers to Project and Operations teams. The role requires collaboration across departments to define service offerings and develop credible, fully costed service architectures aligned with customer needs.

Key Deliverables:

• Develop high-quality, price-competitive service solutions ranging from fully managed services to support and maintenance.
• Offer presales support to identify and develop innovative service solutions.
• Collaborate with Operations and Engineering teams to craft scalable and measurable service architectures for new customer requirements.
• Assist Sales, Bid, and Commercial teams in creating relevant, measurable, and achievable SLAs.
• Act as a liaison between Presales and Operations teams, building a knowledge base of service offerings and performance.
• Identify the skills, capabilities, and functional requirements necessary within Operations to ensure service quality.
• Facilitate smooth handovers to Projects and Operations teams, ensuring successful service go-live.
• Ensure efficient contract mobilization to prevent design rework, misunderstandings, and initial service delivery issues.
Primary Responsibilities:
• Support the transition team to manage handovers into Projects and Operations.
• Stay informed about external service standards to enhance proposal quality.
• Assist Sales teams during customer meetings both onsite and at company offices.
• Create and present service solution materials.
• Complete requests from Sales, Presales, and Bid teams in a timely manner.
• Clarify customer requirements to develop cost-effective service solutions.
• Seek assistance from internal teams to validate solutions and pricing when required.
• Escalate issues appropriately to the Service Design and Mobilization Manager.
• Adhere to and complete company processes within established timelines.

Qualifications and Skills:
Essential:

• ITIL Foundation certification.
• Proven experience in producing support and service content for bid responses and presales proposals.
• Background in sales or presales environments.
• Strong understanding of support, maintenance, service operations, and commercial structures.
• Service-focused mindset with an appreciation for technical solutions.
• Experience collaborating with network vendors such as Cisco, Juniper, or similar.
• Excellent verbal and written communication skills, capable of presenting support service solutions in customer-facing contexts.
• Strong financial awareness for both customer and business contexts.
• Ability to work within bid and project timelines and deadlines.
• Experience engaging with suppliers and clients.
• Confidence in presenting during meetings.
• Strong organizational skills with the ability to manage multiple projects simultaneously.
• Ability to perform under pressure and meet tight deadlines.
• Proficiency in Microsoft Excel and Word.
• Growth mindset and proactive problem-solving approach.

Desirable:

• Advanced qualifications such as ITIL 4 Strategic Leader or ITIL 4 Managing Professional.
• Experience in network service design and delivery.
• Familiarity with service performance metrics and reporting.
• Strong negotiation and stakeholder management skills.

Additional Notes:

This job description outlines the primary duties and responsibilities of the role at the time of publication. Responsibilities may evolve over time without changing the roles overall scope or level of responsibility. Flexibility and adaptability are expected as part of the roles nature.