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).