Service Architect (f/m/d)

Position Title: Service Architect

Reports to Presales Team Manager

Role Overview

We are looking for experienced, passionate people to join our global presales team at a time of growth in cloud networks and global managed services.  Telecom and Technology is the IT Services division within NCR Atleos providing customer services across the globe.  We design and deliver global managed services include enterprise networking, cloud networks (SD-WAN/NFV), wireless focusing on managed services. 

This will be Customer facing presales role with strong service design background in remote managed services and global field services. This role will be focused on supporting global telecom accounts.  This role is about taking a holistic and consultative approach with our largest customers and act a role model to the wider team.

This is a great opportunity to join NCR Atleos at a time of further investment in our Telecom and Technology division.

Location

• To be close to our customers this role will be in based in Germany.
• Travel is approximately 30% of the role but may vary.

Essential criteria

• Customer facing experience in a global or regional service design role including presales, managed service frameworks, commercial and contract expertise.
• Experience working on large strategic customer accounts as a service architect.
• Can demonstrate how technology services can drive improvements in the customer experience.
• Track record leading virtual teams including service architects, professional services, engineers, project management, ops, and service management.
• Good understanding of managed services, global service desks and ITIL concepts
• Strong experience in global field services, large scale installation & support services
• Understanding of ITSM platforms and remote monitoring toolsets
• Can demonstrate taking the lead on multiple presales engagements simultaneously for large strategic accounts finding ways to drive repeatability and innovation.
• Experience in building complex cost models and innovating to refine the cost base, maximise profit and design services that delight our customers.
• Work closely with bid finance and pricing analysts to create detailed P&L’s
• Experience of developing partner strategy to build an overall service model.
• Deep understanding of contract documents including master service agreements, statements of work, adoption agreements and service levels
• At minimum experience working on deals in the range of $1million to $10million+ with multiple technology and service layers
• Experience working with PS subject matter experts to bring together service and technical components.
• Deliver a well-defined set of service design documents in a timely manner presenting an end-to-end seamless service.
• Manage approvals from executive level stakeholders in the business for example – finance, legal, delivery and operations.
• Comfortable delivering presentations to customers at an executive level in a meeting or boardroom scenario.
• Strong team player who is willing to share ideas.
• Willing to actively coach others to enable more team capacity and capability.
• A ‘can do’ attitude putting the customer first.
• Willing to speak up and challenge the norm bringing forward ideas on how we can change and improve presales.
• Strong knowledge and experience in ITIL3 and/or ITIL4 methodology
• Excellent written and spoken English to enable communication and negotiation internally and externally.

Desirable Criteria

• A technical and/or operations background with experience in the following areas: enterprise networking & cloud networks
• ITIL3 expert certification and/or ITIL4 managing professional certification.
• May have one or more other industry recognised certifications such as PRINCE2, and/or technical accreditations e.g. Cisco or similar.

Compensation and benefits

This role will include an attractive salary, a bonus scheme, a range of company benefits and training opportunities. This is a home working role with travel to onsite customer meetings and the use of collaborative technology.