Senior Services Architect- (Remote), Sandton

The role of Service Architect is to ensure that all the service aspects during a complex transition and transformation project are fully covered and the solution can be successfully delivered in alignment with the service delivery capabilities of Dimension Data MS, NTT MS and other involved parties. The Service Architect is accountable and responsible for setting up the service model by being involved in the early Sales Engagement, Service Design and Service Transition processes.

Early Pre-Sales engagement: 

• Participate in complex deals presales phase for service design consultancy
• Review the commercial proposal and SoW to detect any flaw or misalignment with the service delivery capabilities. 

Service Design:

• Identify current service issues with the incumbent service provider
• Define the service aspects that need to be gathered during a due diligence
• Determine the knowledge transfer strategy
• Define the quality acceptance criteria for the service transition
• Ensure customer expectations will be met and aligned with delivery capabilities including Monitoring, Patching and Backup solutions
• Adapt standard processes when needed, to cater for customer specific requirements, always being aligned with the service delivery capabilities

Service Transition:

• Understand Customer Vital Business Functions and how Dimension Data MS assets will underpin them.
• Make sure that customer business processes and end-to-end services are known and understood within the organization during the project lifecycle

Service model documentation, which may include:

• Identify current service issues with the incumbent service provider
• Define the service aspects that need to be gathered during a due diligence
• Determine the knowledge transfer strategy
• Define the quality acceptance criteria for the service transition
• Produce the Service Design Document, the key project deliverable in terms of service aspects and processes.
• Update relevant systems with client asset data.

Skills and Knowledge:

• Conceptual technology knowledge and background.
• Capable of working in line with Best Practice in complex environments and within tight time constraints.
• Ability to present to all level of clients internally and externally 

• Five or more years of experience in a similar position
• The following experience is essential:
• Proven experience on IT environments and ITIL based Service Management.
• Experience in Hosting and Managed Service Business
• Experience in public Cloud and/or PCI compliance environments
• Experience in managing key accounts.