Role Description
Overall Solution Ownership
Own Solution Development as the liaison between Sales and Delivery teams — serving as technical bridge between the sales team, clients, and delivery support up to and including contract negotiations.
Can lead solutioning of pursuits >$40M TCV
Experience in Business Case Development, Deal Shaping, Negotiation, Offering Insight, Value Analysis, and Prioritisation.
Develop winnable and profitable solution proposals that meet client requirements while maintaining commercial integrity.
Excellent client relationship management at mid-to-senior executive level, with strong communication, presentation, and interpersonal skills.
Automation & Agentic AI
Architect end-to-end automation solutions on workflow orchestration covering ticket triage, intelligent routing, auto-resolution, and closure using ServiceNow or equivalent ITSM platforms.
Design and position agentic AI capabilities — LLM-powered virtual agents, autonomous remediation bots, and AI — integrated into service desk workflows.
Build self-service and contact-deflection strategies targeting measurable reductions in contact volume and mean-time-to-resolve (MTTR).
Establish guardrails, audit trails, and feedback loops to ensure agentic solutions are safe, explainable, and continuously improving.
Ways of Working & Operating Model
Champion shift-left, knowledge-centered service (KCS), and DevOps practices within service desk solution designs.
Define tiering, routing, and escalation models that balance cost-to-serve with user experience outcomes.
Establish SLA/XLA frameworks and a metrics hierarchy that connects team activities to measurable business outcomes.
Platform & Tooling
Deep understanding of ITSM and ITAM tooling, and the integrations between the service desk platform and adjacent systems: CMDB, identity, endpoint management, observability, and enterprise applications.
Leadership & Stakeholder Engagement
Serve as trusted advisor to client CxOs on service desk strategy, technology investment, and transformation direction.
Translate complex architecture concepts into compelling business narratives for senior executives and non-technical sponsors.
Mentor and develop junior and mid-level architects within the service desk practice
Qualifications & Experience
Experience
15+ years in IT service management & service desk roles, in a solution or enterprise architecture capacity.
Proven track record designing and delivering large-scale ITSM platform transformations in complex, multi-geography organisations.
Demonstrable hands-on experience architecting automation and AI solutions in live service desk environments
Exposure to managed service provider (MSP) models, outsourcing deal structures, and sourcing strategy is required.
Track record of senior client-facing leadership — credibly engaging and influencing CxO, Board, and Procurement stakeholders in competitive pursuit scenarios.
Technical Depth
ITSM platforms: like ServiceNow (preferred), Jira Service Management
Automation & workflow: like UiPath, Ansible, ServiceNow Flow Designer, Power Automate.
Agentic & AI: LLM orchestration, RAG architecture
Observability & AIOps: like Dynatrace, Datadog, Splunk — event correlation and intelligent alerting.
Contact Centre: like AWS Connect, Genesys — architecture and integration into ITSM workflows.
Language & communication tooling: like Krisp+ and equivalent real-time translation/transcription platforms
Frameworks & Certifications
ITIL 4 Foundation or higher.
Architecture certifications: AWS / Microsoft / GCP Solutions Architect advantageous.
Behaviours & Soft Skills
Strategic thinker who can zoom in to debug a workflow and zoom out to present a 3-year vision.
Location
Flexible / Any hub location. Willingness to travel for client meetings and operate across global time zones expected.