Service Architect

hace 1 mes

Madrid Centro, Madrid, España Insight Enterprises A tiempo completo
About the Role

We are seeking a highly skilled Service Architect to join our team at Insight Enterprises. As a Service Architect, you will play a key role in designing and delivering sustainable and scalable service management processes and procedures.

Key Responsibilities
  1. Service Design and Development: Lead the design of IT services, demonstrating a high level of understanding with respect to client drivers, requirements, contractual agreements, service architecture, and service management.
  2. Client Requirements Translation: Translate the client's requirements into a service design that describes the scope of the service(s), delivery model(s), people and processes involved, service level agreements (SLAs) and supporting operational level agreements (OLAs), to provide the basis for transition into business as usual (BAU).
  3. Contractual Agreement Management: Produce or update the client-specific contractual agreement and obtain sign-off from the client.
  4. Collaboration and Communication: Collaborate closely with internal teams to enable accurate and clear service design, and communicate risks and progress to clients and internal stakeholders as required.
  5. Service Model Development: Produce a service model that supports operational teams with the delivery of services.
  6. Service Design Pack Creation: Create service design packs that articulate how the service(s) should work with clear operational workflows.
  7. Programme and Project Management: Oversee multiple client-facing programmes and/or projects concurrently, scope and create thorough project plans with clear milestones and deadlines, and communicate risks and progress to clients and internal stakeholders as required.
  8. Risk Management and Mitigation: Assist the Project Management Office to understand potential service risks, dependencies, and other issues that may exist, and raise awareness of the impact they may have on the project, whilst mitigating those within scope and conducting risk logs.
  9. Task Management and RACI Chart Maintenance: Break tasks into doable actions, set timeframes, and assign tasks to internal teams, and maintain an up-to-date RACI chart that clearly tracks and shows which teammates are responsible for which procedures, tasks, and actions in the solution design process.
  10. Knowledge Management and Continual Service Improvement: Maintain an up-to-date knowledge and high level of understanding specific to applicable solution designs and related services, and contribute to continual service improvement planning, including reviewing current cost models and pricing to ensure Insight continues to operate and deliver excellent value to all clients.
  11. Training and Enablement: Support training and enablement programmes for teammates to ensure the delivery of a consistent service delivery methodology.
  12. Service Management and Process Improvement: Champion service management and associated processes and procedures within Insight.
Requirements and Qualifications
  1. End-to-End Service Design and Development: End-to-end service design, development, and implementation of sustainable and scalable service management processes and procedures.
  2. Customer Focus and Problem-Solving: Customer-focused with the ability to identify and understand internal and/or external needs, and comfortable in working closely with Enterprise Architects to deliver commercially viable services.
  3. Service Management and TSM Toolsets: Displays a high degree of knowledge relating to service management and TSM toolsets.
  4. Creative Problem-Solving and Analysis: Creative problem-solving and analysis skills with the ability to identify, develop, and implement solutions.
  5. Ability to Work Under Pressure: Ability to perform under pressure and to work using own initiative as well as part of a team.
  6. Relationship Building and Communication: Ability to build relationships and network at all levels, and demonstrate attention to detail and accuracy.
  7. Results-Oriented and Autonomous: Takes personal responsibility for making things happen and results are achieved.

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