Service Management Solution ArchitectLocation: Łódź, Poland Apply Now!

Job purpose:

The role holder will be responsible for the methodical creation, analysis, review and documentation of all or part of a Service Management (and Service Desk at the later stage) solution in terms of business functions and processes, the costs associated with the solution, the resources required and the risks associated with delivering the service at the required performance level.

This function will also require frequent interactions with account teams and customers, positioning our Service Management strategy and presenting our Service Management capabilities to different audiences. 


  • Provide pre-sales support and develop cost models and architecture documents for Service Management an Service Desk solutions using standard practices and models.

  • Present Service Management solutions to Internal teams, customers and Partners, potentially at senior executive level.

  • Identify and document risks associated with solutions and architectures and document and flag those at the appropriate level.

  • Assist in the development/improvement of Standard Costs models and guarantee their wider adoption in the company.

  • Pro-actively work with existing Global Delivery teams in identifying improvement opportunities or efficiency gains on existing business.

  • Work with transition teams to construct a list of projects and initiatives to migrate from the existing state to the proposed final solution. Document the "gaps" between the two states.

  • Provide project management and develop project charters if necessary

  • Act as a stand-in for the Service Management Line of Service Lead (in the Sales Structure) if required.

  • Proactively work with other regions in identifying offshore opportunities to Increase Offshore usage

Skills required:


Behavioural Competencies

  • Delivering Results

  • Achieving Together

  • Winning with Energy

  • Leveraging Expertise

  • Making an Impact

  • Changing & Improving

  • Learning & Growing


Technical Competencies

  • Service Delivery Expertise                                

  • Understanding Client Operations

  • Monitoring and Reporting

  • Financial Management of Projects & Services

  • Offering Definition & Value Propositions


Professional Competencies

  • Very good presentation and communication skills

  • Experience gathered in Service Desk and Process Mangement is a must

  • Facilitating Change

  • Management skills

  • Excellent command of English

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