Associate Service Architect - Maintenance

Location: IN - Bangalore 24/7 | Job-ID: 215467 | Contract type: Standard | Business Unit: Others

Life on the team

At Computacenter, we pride ourselves on fostering a culture that emphasises diversity, inclusivity, and collaboration. We are committed to building supportive and rewarding relationships, celebrating success, and treating everyone with respect. Our focus is on putting customers first, keeping our promises, and considering long-term sustainability in all our decisions.

We are looking for a Service Architect to join our Customer Service Design function.

The Customer Service Design (CSD) team architects all of Computacenter’s Managed Services Customer opportunities, delivering market-leading service solutions across our core capabilities within Lifecycle, Workplace, Enterprise and Maintenance.

Our Service Architecture group is aligned with our portfolio and provides detailed service design and commercial constructs to meet customer needs. The dynamic team is located across India, UK and Europe and brings a wealth of experience and a wide range of skills.

As part of the Service Architecture team, you will be key in growing Computacenter’s Managed Services business and driving continual improvement in how we design brilliant services for our customers that enable them to change the world.

What you’ll do

• Responsible for the development of an individual Service Design and the assignment of a (complete) cost calculation within the scope of the delivery service portfolio, including requests outside of the classic break & fix business. GOAL: Design to WIN
• Design & Counselling (60%)
• Accept and verify customer requirements for maintenance services
• Develop and harmonise an efficient design based on the maintenance service spectrum and customer requirements:
• Develop a detailed Statement of work including delimitations
• Coordinate with and deliver the final service concept for deals won to the implementation and provision units.
• Develop proposal documents, statements of work and supplementary presentations for internal bid reviews
• Develop delivery concepts (process presentation, feasibility analysis, coordinate with internal and external delivery units, ITSM processes and workflows, required tools, interfaces)
• Responsible for the creation of internal cost calculations, evaluation and verification based on empirical values and benchmarks, as well as the determination of target prices for future maintenance services
• Coordinate and handover the final service concept for deals won with the implementation and delivery units Position new services with target customers and collaborate in the development and expansion of strategic/new business areas of delivery

• Controlling (30%)
  • Assessment of Risks and Opportunities in the Respective Design, Including Necessary (Counter-)Measures for Risk Mitigation
  • Monitor the current deal pipeline to identify potential maintenance service components
  • Identify and report cost drivers and process variables to highlight potentials for cost reduction and develop clear solution approaches to leverage them Relationship

• Management (10%)
  • Provide detailed expertise on services, supporting technologies and the capabilities and strengths of the individual service units

What you’ll need

• 8-12 years of overall experience with IT and minimum 5 years of experience with maintenance services, factory services extended SLA services
• Proven knowledge of creating reliable calculations, risk identification and assessment
• Good knowledge of maintenance services and processes
• Prior working experience in Tier1, Tier 2 IT service management industry
• Demonstratable experience building client relationships and partnerships, as well as knowledge of relevant industry standards (e.g. ITIL, PMI/Prince2).
• Good working knowledge of MS applications, excellent communication and presentation skills.
• In addition to an important level of personal responsibility, you follow prescribed processes and convince our customers as a collaborator in proposal presentations and contract negotiations.
• Mature knowledge of service processes, as well as calculation of complex offers in the field of managed service.
• Good knowledge of strategy, tactical behaviour and optimal conditions for IT services and market prices
• Understand the customers business, industry, organisation structure and change processes.

About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, and enabling people and their businesses.