The Service Architect is a strategically vital role within Telefónica Tech, responsible for crafting comprehensive managed service solutions that complement the technical solutions developed in collaboration with technical peers. Positioned within the Office of the CTO, the Service Architect ensures that service offerings are robust, scalable, and precisely aligned with customer outcomes and business objectives. This role involves providing consultancy to develop and translate complex customer requirements into tailored service models. The Service Architect is also deeply involved in activities such as service contract evaluation, bid/tender writing and presentation, defining service scope, modelling and validating service level agreements, and assuring solution delivery governance. By working closely with multiple functions across the entire Telefónica Tech service value chain, the Service Architect not only supports the technical and transition teams, but also drives the business value of integrated service solutions, making a direct impact on customer satisfaction and business success.

Key Responsibilities:

• Translate customer requirements and contractual obligations into a Service Definition and other service architecture collateral, that describes the scope of services, delivery models, people, process, partners, Service Level Agreements (SLA), Key Performance Indicators (KPIs) and supporting Operational Level Agreements (OLAs) to provide the basis for transition into production service.
• Design of the Managed Service (Service Support and Operations) for packaged offerings, as per the Telefónica Tech Offering Lifecycle Management Process. This includes the elicitation of requirements, alignment of functional capabilities and production of reference documentation/artefacts.
• Assume the lead role in defining complex managed services, demonstrating a high level of understanding with respect to customer drivers, requirements, contractual agreements, service architecture and service management.
• Work within a competitive bid team. This will include owning the service solution elements of the of the response, engaging with fellow SMEs, producing documentation, responding to customer requirements, and pricing following Telefónica Tech standards.
• Participate in customer dialogue collaboratively with presales/sales team(s) to present and demonstrate the service, delivery and operations functions.
• Produce managed service costs utilising the appropriate cost models.
• To produce or update the relevant service artefacts such as customer specific contractual agreements, Service Definition or service artefacts/documents in-line with appropriate governance processes.
• Champion service delivery and associated processes and procedures, operating within the Agile, TOGAF, ITIL and other best practice frameworks.

Essential Skills and Expertise:

• Extensive experience in architecting and implementing robust and scalable service management processes and procedures in an IT systems integrator, service provider, or similar environment.
• ITIL qualified and recent experience of working in an ITIL based service provider environment.
• Customer-focused with the ability to identify and understand customer requirements and outcomes, displaying high business acumen and knowledge of managed services and ITSM toolsets.
• Demonstrable consultancy skills, with strong facilitation and communication skills (written and oral).
• Ability to perform peer reviews, audits, compliance checks and due diligence as required.
• Experience in automating service management processes and integrating managed services with existing enterprise architectures to improve efficiency and scalability.

Desirable Skills and expertise

• Lean Six Sigma; Agile Project management; Business analysis; DevOps and agile engineering practices; cloud service management qualifications (any level)
• Experience with Cloud, Cyber Security, Modern Workplace technologies.
• Previous experience in lead service delivery/development; project management or tools architecture role(s)
• Creative problem-solving and analysis skills with the ability to identify, develop and implement solutions to meet the needs of the business.
• Experience with IT and Enterprise Service Management toolsets e.g. ServiceNow, Jira etc