Service Solution Architect

- Define the overall service architecture, integrating operational processes, service layers, support model, and commercial assumptions. - Ensure the service proposition meets the clients operational requirements, experience expectations, and contractual obligations. - Design the end-to-end operating model, including incident, request, change & problem management, service desk workflows, and escalation paths. - Align with internal service teams (Service Desk, NetOps, Field Teams) to ensure feasibility and readiness. - Define required resourcing levels across support, engineering, monitoring, field services, and onboarding. - Work with Delivery & Operations to confirm coverage, field capabilities, and surge capacity. - Shape ongoing improvement opportunities for client environments, feeding into QBRs, roadmap cycles, and future enhancements. - Proactively advise on technology and operational improvements relevant to the contract lifecycle. - Define structured change processes for large estates, multisite rollouts, migrations, and operational transitions. - Ensure change governance aligns with customer expectations and internal capabilities. - Work closely with Sales, PreSales, Commercial, Legal, Delivery, and Service Management throughout the bid lifecycle. - Support the creation of service schedules, operating model descriptions, SLAs, and implementation plans. - Contribute to cost models for service elements (e.g., support effort, field engineering, monitoring, service tooling). - Participate in client workshops to translate operational requirements into service designs. - Present service models, clarify assumptions, and ensure shared understanding of the end-state operating model.