The Service Architect is key in creating new capabilities that support new UKCloud products and complex customer requirements via Strategic Deal Board. They work collaboratively with Pre-sales Architects & Product Managers (defining the scope), Technology Architects (defining the technical solution to support the requirements) and the Platform & Services function (responsible for the delivery of the service as designed) to create the Service Design.
The Service Architect is accountable for designing for the operational processes that UKCloud will need to deliver at scale; creating achievable SLAs and defining clear responsibilities (the Service Wrap) that encompass the managed services we provide. Responsibility for delivery of the design will be undertaken by the responsible functions as part of Project Implementation.
Formalising standardised IT operations processes and resources to meet required service outcomes
Working with Sales and Pre-Sales teams to discover the customer’s service requirements · Creating compelling service design collateral to support the sales and marketing of UKCloud offerings
Support the Sales & Pre-Sales teams with tools and training to positioning credible managed service solutions to UKCloud’s customers
Develop service RACI models that ensure all teams understand their role and scope of service delivery
Review and negotiate service management contract schedules that build trust with customers
Work with UKCloud’s service delivery teams and approved sub-contractors to create to operational processes and define touchpoints that deliver a world class customer experience
Maintain strong relationships with the Sales team, Product Managers, Proposition Leads, Service Owners and wider stakeholders including subcontractors to help negotiate, and facilitate the work needed to achieve service outcomes
Experience of IT Service Management (e.g. ITIL)
Strong communication skills – explaining processes (flowcharts), RACI and RAG status
Genuinely able to engage in conversations with business and technical stakeholders
Commercially minded, with experience in product management of customer facing IT products
Experienced in translating ideas/concepts, from a range of stakeholders, into workable solutions with a clear, prioritised roadmap and strategy to achieve them
Experience of managed services or cloud services (IaaS/PaaS)
Experienced at making hard and prompt decisions to ensure that the business has the best opportunity possible to succeed
Able to influence and guide others to make changes and take action without direct line authority
About the Company
UKCloud provides an unbeatable, secure UK public cloud. Focused solely on serving the UK Public Sector. We are committed to assurance and security while delivering flexible, agile and value-based cloud hosting to our customers.
Formed in 2012, UKCloud is based in Farnborough (Hampshire) and Corsham (Wiltshire). We have a team of 200 people and we continue to grow! We are looking for people who want a rewarding career in a business who truly invest in you as an individual.
Competitive salary and bonus scheme
25 days' holiday increasing to 30 days over length of service, half a day birthday leave, charity day
Access to free parking
Active social and charity events
Cycle to work scheme
Onsite facilities - Friday breakfasts, fruit and soft drinks
UKCloud is an equal opportunities employer and positively encourages applications from suitably qualified and eligible applicants. Applicants must be eligible to work and live in the UK and will be required to undergo and maintain appropriate UK government security clearance.