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Service Architect
Telefónica Tech. Design end-to-end managed service solutions aligned with customer outcomes and contractual commitments .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in designing and architecting managed services and IT service management solutions, with a strong focus on service design, transition, and delivery processes. Proficient in translating customer requirements into practical service solutions while ensuring compliance with SLAs, KPIs, and operational models.
Highest-signal resume keywords
Managed Services DesignService Management FrameworksITIL v3 or ITIL 4 CertificationService Transition ProcessesCustomer-Facing Consultancy Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service DesignService TransitionService Delivery ProcessesCost ModelingSolution ArchitectureCompliance ChecksService DefinitionsOperational ReadinessContractual ArtefactsService Management Toolsets
Soft Skills
Written CommunicationFacilitating WorkshopsEngaging Senior StakeholdersCommercial AwarenessCollaboration
Tools & Technologies
ITSM ToolsetsCloud ComputingEnterprise Service Management PlatformsAgile MethodologiesTOGAF
Certifications & Qualifications
ITIL v3 CertificationITIL 4 Certification
Industry Keywords
Service ManagementService ArchitectureBids and TendersGovernanceBusiness Change
Tech Stack
Tools & technologiesCloudITSM
About the role
Key responsibilities & impact- Design end-to-end managed service solutions aligned with customer outcomes and contractual commitments
- Translate requirements into Service Design Packs covering service scope, delivery models, people, processes, partners, SLAs, KPIs, and OLAs
- Understand customer operational requirements and define service management and operating models
- Support bids, tenders, and presales opportunities with service architecture expertise and written solution content
- Present proposed service, delivery, and operational models during customer dialogue and solution sessions
- Collaborate with sales, bid, programme, project, transition, legal, commercial, and service operations teams
- Develop cost models for bespoke service designs and support governance and approval processes
- Produce and maintain service definitions, service design documents, and customer-specific contractual artefacts
- Ensure new and changed services can meet agreed service levels and performance measures
- Support service transition, operational readiness, and introduction of services into live operations
- Conduct peer reviews, audits, compliance checks, and due diligence across service solutions
- Champion ITIL, Agile, TOGAF, and other relevant service management and architecture practices
Requirements
What you’ll need- Significant experience designing or architecting managed services and IT service management solutions
- Strong knowledge of service design, service transition, and service delivery processes
- Experience translating customer requirements and contractual obligations into practical service solutions
- Understanding of SLAs, KPIs, OLAs, service scope, and operating models
- Experience applying service management frameworks, policies, and processes within customer environments
- Strong knowledge of managed services and ITSM toolsets
- Demonstrable customer-facing consultancy experience
- Strong written communication skills, including clear service and commercial documentation
- Confidence facilitating workshops, presenting solutions, and engaging with senior stakeholders
- Commercial awareness and ability to balance customer outcomes, operational requirements, and delivery costs
- Experience conducting solution reviews, audits, compliance checks, or due diligence
- ITIL v3 or ITIL 4 certification desirable
- Experience supporting presales activities, bids, tenders, or RFP responses desirable
- Knowledge of IT and enterprise service management platforms desirable
- Experience with cloud computing or cloud service management desirable
- Knowledge of TOGAF, Agile, DevOps, Lean Six Sigma, or business analysis practices desirable
- Experience creating cost models for bespoke or complex managed services desirable
- Previous experience in service delivery, service development, project management, or tools architecture desirable
- Experience creating and communicating service or solution architectures desirable
- Understanding of business change, governance, and commercial contract environments desirable
Benefits
Comp & perks- Full-time employment
- Inclusive culture and commitment to diversity, equity, and accessible hiring practices
- Employee Resource Groups, including TogetHer (Women's network), Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE (African and Caribbean heritage network), and Sustainability
- Opportunities to work across presales, commercial, transition, delivery, and service operations
- Exposure to cloud environments and multiple technology stacks
- Professional development through application of ITIL, Agile, TOGAF, DevOps, and modern service management practices