Service Architect

Company Description

Telefónica Tech (part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities.

We serve more than 5.5m customers every day in over 175 countries, with a global ecosystem of market-leading partners. Global strategic hubs: Spain, Brazil, the UK, Germany.

The Telefónica Tech UK&I hub has an end- to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data & AI, Enterprise Applications, Digital Workplace and Cyber Security & Networking.

Values: Open, Bold, Trusted

Trusted Partners:

• Microsoft: Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle Partner
• HPE: Platinum Partner – FY23 UK&I Solution Provider of the Year
• Palo Alto & Crowdstrike: part of our NextDefense Cyber Security Portfolio
• Fortinet: Elite VIP Program – one of only 2 in the UK
• AWS: Premier Tier Services Partner

Job Description

Service Architect

Why This Role?

This is an opportunity to design the end-to-end services that support complex customer environments.

You’ll turn customer requirements and commercial commitments into practical, scalable managed service solutions. Working across customers, sales, presales, transition and operations, you’ll shape how new and transformed services move successfully into live delivery.

What You’ll Be Doing

• Design end-to-end managed service solutions aligned with customer outcomes and contractual commitments.
• Translate requirements into comprehensive Service Design Packs covering service scope, delivery models, people, processes, partners, SLAs, KPIs and OLAs.
• Work with customers to understand their operational requirements and define effective service management and operating models.
• Support bids, tenders and presales opportunities by providing service architecture expertise and written solution content.
• Present proposed service, delivery and operational models during customer dialogue and solution sessions.
• Collaborate with sales, bid, programme, project, transition, legal, commercial and service operations teams.
• Develop cost models for bespoke service designs and support internal governance and approval processes.
• Produce and maintain service definitions, service design documents and customer-specific contractual artefacts.
• Ensure new and changed services are capable of meeting agreed service levels and performance measures.
• Support service transition, operational readiness and the successful introduction of services into live operations.
• Conduct peer reviews, audits, compliance checks and due diligence across service solutions.
• Champion ITIL, Agile, TOGAF and other relevant service management and architecture practices.

What We’re Looking For

Essential

• Significant experience designing or architecting managed services and IT service management solutions.
• Strong knowledge of service design, service transition and service delivery processes.
• Experience translating customer requirements and contractual obligations into practical service solutions.
• A clear understanding of SLAs, KPIs, OLAs, service scope and operating models.
• Experience applying service management frameworks, policies and processes within customer environments.
• Strong knowledge of managed services and ITSM toolsets.
• Demonstrable customer-facing consultancy experience.
• Strong written communication skills, including the ability to create clear service and commercial documentation.
• Confidence facilitating workshops, presenting solutions and engaging with senior stakeholders.
• Commercial awareness and the ability to balance customer outcomes, operational requirements and delivery costs.
• Experience conducting solution reviews, audits, compliance checks or due diligence.

Desirable

• ITIL v3 or ITIL 4 certification.
• Experience supporting presales activities, bids, tenders or RFP responses.
• Knowledge of IT and enterprise service management platforms.
• Experience with cloud computing or cloud service management.
• Knowledge of TOGAF, Agile, DevOps, Lean Six Sigma or business analysis practices.
• Experience creating cost models for bespoke or complex managed services.
• Previous experience in service delivery, service development, project management or tools architecture.
• Experience creating and communicating service or solution architectures.
• Understanding of business change, governance and commercial contract environments.

Why This Opportunity Stands Out

• Shape complex managed services from initial customer requirement through to live operation.
• Work directly with customers and influence high-profile bids and solution decisions.
• Gain broad exposure across presales, commercial, transition, delivery and service operations.
• Design services across multiple technology stacks, including cloud environments.
• Apply and develop your expertise across ITIL, Agile, TOGAF, DevOps and modern service management.
• Take ownership of service designs that have a direct impact on customer experience and operational performance.

Additional Information

At Telefónica Tech, we believe inclusion is the bridge that empowers everyone to be their authentic selves. We celebrate and respect our differences because diversity drives innovation and makes us stronger.
 
Be yourself with us, and feel that you belong. 

We welcome applicants from all backgrounds and identities regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation. 
 
We are also committed to equity, accessible hiring practices, and creating an inclusive culture through many means including TogetHer (Women's network) and our Employee Resource Groups which include Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE (African and Caribbean heritage network), and Sustainability.

 We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch.