Service Solution Architect (Infrastructure)

MISSION STATEMENT

- As part of our newly established Infrastructure Build function, you will be responsible for the management of the fit for use aspect of new services and solution that are designed and implemented for internal customers on country IS or global level in a multi-supplier environment.
- This involves analysis of customer requirements, matching it to Infrastructure delivery and supplier capabilities, to provide required service specifications as well as support the solution during transition into operations. You work in close relationship with other stakeholders like Service Level Management, our security department, IT Finance, Solution Architects and respective Service Owners.
- In addition, you ensure that agreed service requirements are transitioned into operations, eg in terms of organizational ownership, related service management systems setup, knowledge transfer or required processes budgets. You are supported by our project management team to achieve that.
- This role is part of the IS Services Delivery Management team and the post holder is expected to contribute to and influence our Services Delivery Strategy where appropriate. There will also be significant interaction and co-operation required with the architecture and operations teams.

MAIN ACCOUNTABILITIES

- Ensures that new services and major changes to existing services are fit for use when moved to operations and in line with operational standards.
- Leads the capture and analysis of service requirements and translates them into a design specification as part of an overall service design package. Ensures that these design specs align to existing operations practices and get them translated into new/modified practices if required
- Designs, implements and coordinates the delivery of fit for use aspects of new and changed services introduced. This includes typical service delivery processes like capacity mgmt., availability and continuity mgmt., service level mgmt., financial mgmt., IT security, supplier mgmt., operational monitoring and reporting as well as other related operational and build practices of the service established. Works here with the respective process managers and service owners to specify the service in line with the company standards. Assists the project team in the transition phase to setup the service correctly in our Service Management System (like CMS, Change Mgmt., Release Mgmt., Knowledge Mgmt.). Assists in early-life-support activities as they are related to service operations aspects.
- Ensures that service aspects of new or changed services are aligned to IS strategic objectives and targets, and compliant with the company IS Enterprise Architecture and any other applicable company group directives and guidelines
- Manages and delivers activities within agreed schedules and costs
- Ensures satisfaction with IS services by assessing expectations, verifying that actions are taken to close any gaps, and influencing stakeholder perceptions
- Adheres to IS process framework and governance model
- Supports the implementation of IS Strategy and the company's IS Enterprise Architecture

QUALIFICATIONS

- BSc with 8+ years of experience
- ITIL practitioner or preferably ITIL 2011 Expert
- Excellent knowledge in the area of Service Design and Service Transition
- Proven SIAM experience
- Good understanding of COBIT and TOGAF
- Ideally Project Management expertise
- Good knowledge in the areas of DevOps and Lean IT concepts preferred
- Ability to manage and build relationships with stakeholders, including senior management and operational team members
- Ability to influence and negotiate
- Excellent oral communication skills with the ability to articulate complex information in everyday language as well as prepare and givepresentations to different audiences
- Very good command of English, written and spoken; other languages are an added benefit
- Experience working in a collaborative and team oriented global environment
- Willingness to travel, which may include multiple nights away from home