Service Architect

We are recruiting for a Service Architect.

 

The Service Consultant will provide service design expertise to CAE’s customers as part of CAE’s sales, pre-sales and bid management processes. The role will be expected to capture customer requirements and understand desired customer outcomes, design the appropriate managed services based on customer requirements and build, tailor plus provide customer facing proposals along with internal cost models. The role will also take ownership of, and respond to, managed services questions in tenders and build the associated internal cost models. The role may also be required to provide paid for consultancy engagements to CAE customers in the areas of service management.

 

Key Responsibilities and Duties

Service Design

  • Gather and document customer requirements for CAE’s managed services as part of CAE’s sales and pre-sales processes using face to face customer meetings, calls and online conferencing (e.g. Teams)
  • Review customer provided information and identify options for meeting customer demands
  • Build, tailor and provide customer facing proposals and internal cost models for managed service opportunities
  • Take ownership of, and respond to, managed services questions in public- and private-sector tenders and build internal cost models as required to reflect CAE’s tender responses and contribute to tender completion
  • Support CAE Sales and Pre-Sales in closing opportunities by presenting CAE’s managed service propositions to customers
  • Draft service schedules for managed service contracts
  • Contribute to the creation of CAE’s managed service portfolio and support capabilities in collaboration with other CAE teams
  • As a Stakeholder, assist with the production of Service Models/Offerings to support Operational teams in the delivery of IT services
  • Updating and maintaining the Managed Services Cost Calculator and Service Design templates

Consultancy

  • If required, provide expertise and advice to customers as a consultant on behalf of CAE encompassing service management disciplines, activities, and continual improvement

Undertake relevant formal and non-formal training in areas of managed services such as ITIL, as required by the role’s line manager.

Competencies and behaviours:

  • Clear, accurate and concise written and spoken communication skills
  • Commercial awareness
  • Good presentation skills
  • Good command of all Microsoft office applications, particularly Word and Excel
  • Be able to prioritise multiple projects and work to deadlines
  • Approachable and empathetic
  • Professional and discrete
  • Organised and methodical

Knowledge & Experience

Required

  • Understanding of outsourced IT services
  • Understanding of ITIL service management processes
  • Understanding of a managed services sales cycle
  • Good understanding of IT technology (e.g. networking, server, storage and desktop)
  • Experience of working within a managed services provider or IT outsourcing organisation
  • Experience of designing managed or outsourced IT services
  • Experience of building and writing managed services proposals and responding to public- and private-sector tenders
  • Experience of identifying managed service risks and associated commercial risk to an organisation
  • Experience of analysing relevant information as part of the process of designing a managed service
  • Experience of delivering managed services presentations and working with multiple key stakeholders at varying levels of seniority

 

Desired

  • Experience of creating service schedules for managed service contracts
  • Experience of working in a managed services pre-sales environment
  • A high-level of proficiency in Microsoft Excel
  • ITIL Foundation

 

Qualifications & Training

Required

  • Exposure to Cisco, Dell, Microsoft and Palo Alto Operational Models

 

CAE Technology Services are an equal opportunities employer. We are committed to eliminating discrimination and encouraging diversity across our workforce. We aim to provide a fair and consistent job application process and to not discriminate on grounds of gender, marital status, sexual orientation, race, ethnic origin or disablement.

 

Please note, we will always endeavour to acknowledge every application we receive, however, due to the high volume of applications, we are unable to reply to every individual with specific feedback.

CAE Recruitment
jobs@thisiscae.com