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Service Architect - Workplace

Service Architect - Workplace

Role Title:

CUD Service Architect

INSITE Code:

Job level D

Author:

Michael Molina

Brief Overview of the role:

Evaluates customer requirements, develops a service and solution design including calculation for contractual services. Specialist in his/her field of expertise.

Reports to:

Area Manager

Date Updated:

October 2023

Accountabilities (include % of time)

Knowledge & Key Skills

Sales Support and Qualification for Contractual Services Opportunities 

  • Provide in-depth expertise in technologies and services, as well as the capabilities and strengths of each delivery unit. 
  • Participation in a solution strategy, taking into account the general sales and delivery strategy
  • Introduction, presentation and explanation of Computacenter's services to customers and CC Internal

 

Solution Design

  • Understands and evaluates customer requirements, e.g. on the basis of an RfP
  • Aligns customer requirements with existing CC capabilities and aligns them with ISPs for both standards and non-standard designs
  • Prepares the cost calculation for its developed service and solution design and coordinates it with the ISPs for both standards and especially for non-standard designs
  • Also considers the customer requirements that cannot be covered with the existing CC delivery capabilities and develops specific solutions for this 
  • Together with the Lead Deal Architect, develops an end-to-end service and solution design (technological, operational and commercial) in their area of expertise that meets the client's business needs in a cost-effective and innovative manner
  • Works closely with the Lead Deal Architect and Sales Specialist
  • Supports the Lead Deal Architect in writing the proposal texts and in the context of proposal presentations
  • Specialist in his field (Lifecycle, Workplace, Enterprise)
  • Calculates the cost of Computacenter's standard services developed using the predefined tools
  • Doesn't develop complex non-standard services
  • Creates and documents the requirements for transition and transformation
  • Works as part of a team in larger tender projects and ensures that handovers (in his area) towards the delivery units are successfully completed. 
  • Ensures a reliable network with key steakholders within Computacenter and organizes adequate support from the downstream units in order to be able to maintain quality and deadlines in a quotation project
  • Involves manufacturers and external service providers in the development of solutions and coordinates the supplier relationship in the ongoing quotation project

Essential:

  • At least three years of subject-related vocational training or studies (Bachelor's degree) and professional experience of more than 3 years or professional specialization or subject-specific further education acquired
  • Good understanding of the market and competitor situation, as well as market prices
  • Proven skills in customer communications and presentations in an IT-oriented environment
  • Good relationship building and communication skills in all areas of the business and at all levels
  • Negotiation skills in his field of expertise
  • Experience in giving presentations, even in front of a larger auditorium
  • Analytical Thinking
  • Experience in IT risk assessment 
  • Teamwork
  • Experience with common Microsoft tools, especially very good knowledge of MS Excel
  • High degree of independent work, commitment and ability to work under pressure
  • Very good written and spoken English skills (level B2, according to CEFR)
  • Personal flexibility and a high willingness to travel
Desirable
  • Professional experience in the IT industry, including extensive experience in handling managed service tenders in his area of expertise (Lifecycle, Workplace, Entreprise)
  • Experience in working with the different CC (service) departments
  • Experience in Service Management or Sales/Account Management
  • Resilient customer connections at IT management level
  • Knowledge of IT standards such as ITIL and current compliance regulations / ITIL Service Manager Certification
  • Knowledge of quality methods such as SixSigma

Critical Success Factors

Key Contacts

  • Assistance in writing offers
  • Creation of performance certificates, etc.
  • Convincing presentation and representation of the technological solution as well as the provision of services to the customer
  • Helps ensure that the area meets the set Contract Base goals
  • Delivers a solution design accepted by the customer at a marketable cost with the CC Standard Portfolio elements
  • Understands and adheres to CC policies and procedures
  • Effective delivery of solutions based on Computacenter's methodologies
  • Successful handover of the developed solution to T&T and Service Management
  • Feedback from stakeholders and customers shows that the SA demonstrates the Winning Together values.
  • Customer and solution focus

 

 

 

 

 

 

Internal

% of time

Contact Now

Purpose

80%

Deal team, sales, ISPs as well as other service providers within CC

Development of solution designs and cost estimation

External

20%

Customers, external service providers and partners, manufacturers

  • Positioning Computacenter as the preferred partner in the field of managed services
  • Presentation of Solution Designs
  • Assistance in negotiating with customers
                   

 

 

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