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14 junio 2019
Randstad Technologies, Barcelona (Barcelona)
Our client is a company with headquarters in Barcelona that provides consultancy, architecture, security and cloud services to optimize the information and communications technology (ICT) environments of enterprises. The role of Service Architect is to ensure that all the service aspects during a complex transition and transformation project are fully covered and the solution can be successfully delivered in alignment with the service delivery capabilities of the company and other involved parties. In this type of deals, te company is always responsible for providing the Managed Services. The Service Architect is accountable and responsible for setting up the service model by being involved in early Sales Engagement, Service Design and Service Transition processes. Which are the key responsabilities for the Service Architect? Early Pre-Sales engagement: - Participate in complex deals presales phase for service design consultancy - Review the commercial proposal and SoW to detect any flaw or misalignment with the company service delivery capabilities. Service design: - Refine the service requirements and constraints from the customer that were gathered in Pre-sales phase. - Risk Management. In conjunction with the technical teams and the Service Transition Manager role, highlight any technical and operational risks regarding service model, capacity, availability, and security, mainly. Consider possible contingency plans to mitigate these technical or operational risks. - Identify current service issues with the incumbent service provider, - Define the service aspects that need to be gathered during a due diligence - Determine the knowledge transfer strategy - Define the quality acceptance criteria for the service transition - Ensure customer expectations will be met and aligned with the the company service delivery capabilities including Monitoring, Patching, and Backup solutions. - Adapt standard process when needed in order to cover customer requirements, always being aligned with the company's service delivery capabilities. Service Transition - Understand Customer Vital Business Functions and how the company's assets will underpin them. - Make sure that customer business processes and end-to-end services are known and understood within the organization during the project lifecycle - Define and document the service breakdown, escalation matrix from the company's point of view and the service model for interacting with other 3rd party service providers or vendors. - Define and document non-standard service features that are needed to cover customer requirements. - Supervise and validate that the agreed runbooks have been implemented - Ensure the monitoring solution is aligned with the Service Level Agreements - Ensure that the agreed monitoring, patching, and backup solutions have been correctly tested and validated.leer más