Service Architect

Role Overview

• Tactical Service Definition for Live Opportunities
• Work with Pre-Sales Technical Architects to interpret service-related customer requirements during tenders and bids and design solutions that fully meet these requirements.
• Define service processes – that are fully supported by operational teams
• such as onboarding workflows, SLAs, ticketing flows, reporting expectations, and customer interaction models.
• Provide clear descriptions for use in proposals, SoWs, MSAs and tender submissions.
• Work with commercial colleagues to ensure that service proposals are costed.
• Convert Customer Requirements Into Structured Service Parameters
• Translate recurring customer asks (e.g., service desk integration, workflow expectations) into standardised service parameters.
• Identify when requests fall outside existing catalogue boundaries and recommend extensions or escalations.
• Feed insights into long-term product development where brand-new service concepts emerge.
• Standardisation of the Product Catalogue (Service Layer)
• For each catalogue item, define:
• Specifications and service scope
• Workflow and fulfilment process
• Parameters and selectable options
• Operational guidance
• Ensure Pre-Sales and Delivery teams have clarity on what is standard vs. what requires bespoke handling.
• Cross-Team Collaboration
• Work with:
• Operations to validate workflows and ensure service definitions are deliverable
• CRM/business system teams to confirm parameter lists, values, and system impacts
• Product Development to hand over new requirements
• Sales to support tactical opportunity prioritisation
• B2B Proposition to align customer insights and market direction
• Draft service-oriented operational text for inclusion in contracts (e.g., MSAs) with review from Legal/Commercial.
• Build Reusable Service Assets
• Create standard FAQ-style responses to recurring tender questions.
• Produce reusable service definition templates.
• Capture learnings from large bids (Butlins, Warner, ESS, etc.) to improve future responses.
• Identify repeated bespoke work that should become standardised offerings.
• Customer Driven
• Identify and assess customers’ needs to achieving and exceeding customer satisfaction
• Build sustainable relationships and trust with customers through open and interactive communication
• Handle customer queries, provide appropriate solutions and alternatives within the expected time frame and follow up to ensure resolution.

Requirements

• Strong analytical skills; able to turn ambiguous requirements into structured artefacts.
• Strong written skills, with ability to create clear service descriptions and workflow text.
• Independent worker who can manage a tactical workload and operate under time pressure.
• Experience defining service processes, customer journeys, operational workflows or similar.
• Background in managed services, SaaS, MSP, telco, or similar service-based environments.
• Experience supporting presales or bid processes.
• Comfortable engaging with customers, for example facilitating workshops to clarify and develop service requirements and solutions.
• It would be nice to also have, but not essential:
• Experience in service architecture, business analysis, or product management.
• Ability to draft service-related contractual text (MSAs, SoWs).
• Understanding of CRM driven parameterisation (e.g., Dynamics, ServiceNow).
• Knowledge of Wifinity’s product ecosystem.

Tech Stack

• ServiceNow