Service Architect

About Us

Location: Barcelona Country: Spain Employment Type: Permanent

NTT Com Managed Services is a leading next generation global managed services provider, delivering smart, reliable and secure IT solutions that make an impact on the bottom line, energize businesses and propel innovation. We are totally focused on guiding and enabling our customers on their digital transformation journeys.

Far from being a typical Managed Services Provider (MSP), we have a full end-to-end worldwide service offering which, when combined with the resources of NTT Communications - such as an extensive network of over 220 data centers, and cloud services - provides our customers with a comprehensive global solution from a single service provider. Every day, 80 of the world’s Fortune 100 companies put their trust in NTT Com technology solutions.

For more information visit: https://www.nttcom.ms

Position OverviewThe 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 NTTCOMMS and other involved parties. In this type of deals, NTTCOMMS is always responsible for providing the Managed Services.

The Service Architect is accountable and responsible for setting up the service model by being involved in early Sales Engage-ment, Service Design and Service Transition processes.

Early Pre-Sales engagement:

Service Design

Key Responsibilities:

Participate in complex deals presales phase for service design consultancy

Review the commercial proposal and SoW to detect any flaw or misalignment with the NTTCOM MS service delivery capabilities.

Refine the service requirements and constraints from the customer that were gathered in Pre-sales phase.

Risk Management. In conjunction with the technical teams and the Service Transition Manager role, highlight any technical and operational risks regarding service model, capacity, availability, and security, mainly. Consider possible contingency plans to mitigate these technical or operational risks.

Service takeover strategy definition. The Service Architect responsibilities are:

- 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

Reference: SA 2756

Service Transition

Experience, Skills and Qualifications:

Ensure customer expectations will be met and aligned with the NTTCOMMS service delivery capabilities including Monitoring, Patching, and Backup solutions.

Adapt standard process when needed in order to cover customer requirements, always being aligned with the NTTCOMMS service delivery capabilities.

Understand Customer Vital Business Functions and how NTTCOMMS 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:

- Define and document the service breakdown, escalation matrix from NTTCOMMS point of view and the service model for interacting with other 3rd party service providers or vendors.- Define and document non-standard service features that are needed to cover customer requirements.- Supervise and validate that the agreed runbooks have been implemented- Ensure the monitoring solution is aligned with the Service Level Agreements- Ensure that the agreed monitoring, patching, and backup solutions have been correctly tested and validated.

Produce the Service Design Document, the key project deliverable in terms of service aspects and processes.

Professional Experience:

Skills:

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.

• 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• Able to coordinate others and negotiate to achieve the desired results

The following skills are essential:

Reference: SA 2756Service Architect

Here at NTT Com Managed Services we see everyone as an individual. Together, however, we are a powerful and formidable global team, working to connect and change the IT world. Everyone here has an important role to play. We nurture our staff to become leaders, innovators and creators. If you want to work for a visionary company that thinks and acts digitally, then NTT Com could become as much your future as ours. Ownership, leadership, teamwork, understanding and respect are fundamental to the way we work. They are at the very heart of how we do business with our customers, our partners …and with each other. To achieve this we believe in individuality and fostering collaboration. Everyone here has a role to play in our future. Not everyone can be a leader, but everyone can have an idea – and a role on our roadmap.

NTT Com Managed Services are growing fast. So why not come and grow with us and help to shape the future of best-in-class IT customer service?

Why you should consider joining us

Reference: SA 2756Service Architect

Please Note:

This job description indicates the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees for this role. The incumbent of this position is also expected to undertake other duties which may not be listed on this job description as directed by their manager which can be deemed as reasonably within the scope of their role.

As a part of your total compensation, NTT Com Managed Services provides a comprehensive, competitive benefit package. The benefit plans address both the immediate and long term needs that you may have. Here is a sample of what we have to offer for full-time permanent employees.

Medical Insurance

Pension Plan

Sponsored Gym Membership

Flexible Retribution System

Benefits

You can apply for this role by visiting our career website at: www.managed-services.jobs

Successful candidates may be subject to security and background checks based on location and position. NTT Com Managed Services is an Equal Opportunities Employer.

Reference: SA 2756Service Architect

• Drive and energy to achieve desired results• Process-oriented and customer-minded• Understanding and managing customers’ expectations• Can adapt and influence in a rapidly changing environment• Good customer relationship management• Excellent communication skills• Ability to communicate in a clear, concise, understandable manner and listen attentively to other in providing instructions• Strong interpersonal, communication, organization, and follow-through skills• Tenacious attention to detail and quality.• Project Management knowledge will be appreciated.

Competences:

Language skills:

Education and Training:

Communication

Planning and organizing (structured mindset)

Proactive Cooperation (desire to learn and improve)

ITIL Expert

Technical background

Written and spoken Spanish (fluent/native)