Service Architect

Purpose of the job:
The Service Architect guarantees the analysis and the design of a custom-made end-2-end Service Architecture of a global ICT solution, which meets the requirements of the customer in the context of an Outsourcing or complex Managed Services deal.
He/She is deeply involved in the design, presentation, promotion, sales and negotiation of tailored full-life cycle complex managed services and outsourcing solutions that meet customers requirements.

The Service Architect has 3 main focus areas:
Looking at WHAT a global ICT solution is supposed to deliver to the business and to the end-users:
o from a "contribution to business outcomes" perspective;
o and from a recurring operational perspective;

Designing and defining the service catalogue and the End-to-End process architecture - fully aligned on
the ICT architecture;

Determining the service levels, the availability, the serviceability, and the reporting facilities provided by
the solution.

From a job contents point of view, these are the main activities executed by a Service Architect:

1 Prior to the RFP phase, contributes to detecting the business requirements of the customer and actively
participates to the qualification phase
2 During the pre-sales phase, owns and manages the end-to-end Service Architecture of the solution in
scope, and this includes the 3 main following artefacts:
- Services Catalogue (includes a.o.: service description, conditions, prices, and SLA's)
- Service Delivery Model (selecting the right model from basic maintenance and support up to full

Outsourcing and Business Process Outsourcing, going through multiple Managed Services)
- The Processes Architecture, also called the Operational Architecture

3 During the post-sales phase, manages evolutions of Services Architecture and proactively formulates
proposals to continuously improve Services Architecture
4 Closely cooperates with the customers architects
5 Has a general overview of the global customers Services Architecture

Requested profile for the job:

- Education level & general experience

University degree (or assimilated level)
Experience in complex outsourcings deals - pre-sales phase
Experience for several years in ICT environment (bid management, project management, program
management, service delivery/operations, innovation, ICT Architecture, Service Architecture)
Experience in negotiating with client

- Technical and functional knowledge and skills

Drive to understand the business of the customer and to translate in ICT needs
ITIL
Set up and manage processes - Process Management
Set up organisation
Experience in change processes
Optional: Project and Program Management methodology (PMI, PRINCE2, ..)
Optional: CMMI, COBIT

- Soft skills and behavioural indicators

Strategic & tactical thinking, and translating this into concrete initiatives and solutions
Takes ownership, works in an autonomous way, and escalates when required
Can communicate in a direct and proper way with the customers, the partners, the delivery units and
the colleagues
Can lead virtual teams in the context of complex pre-sales projects
Excellent communication and listening skills
Consultative selling skills
Negotiation skills
Analytical
Excellent knowledge of Dutch, French and English

Service Architect:
- Looks at WHAT a global ICT solution is supposed to deliver to the business (end-users) from a recurring

operational perspective
- Designs/defines the service catalogue and the End-to-End operational process architecture - fully

aligned on ICT Architecture
- Commits on service levels, availability, serviceability, reporting