Service Design Architect

Overview

Natilik is a Global Technology Solutions Partner and Managed Services Provider (MSP). Our mission is to be the industry's "Confident Guide" between technology vendors and clients who want to use technology to deliver their outcomes. We offer products, services, platforms, applications, and expertise to help, with a focus on clients, people, partners, communities, and shareholders. We seek individuals to confidently guide clients on their digital transformation journeys.

We're looking for a Service Design Architect to join our pre-sales Design team, working closely with the wider Design and Sales community to assist in the production of service designs for our clients. You'll be instrumental in both new business wins and renewals of existing services, ensuring Natilik's clients see the full value in our managed services portfolio. Today, Natilik confidently guide our clients on their digital transformation through the service methodology of Discover, Design, Transition, Manage and Success. With the market shift to "outcome first, technology second," the challenges our clients face require solutions and services that meet both technical and ongoing lifecycle objectives.

As Service Design Architect at Natilik you will engage with clients and prospects to generate positive interest in the services Natilik provides and educate on the business benefits that can be gained from investment in Natilik's Managed services. This involves analysing a client's business requirements for a service and understanding service dependencies, to design service components that are scalable, reliable, and efficient.

Responsibilities

• Collaborate directly with clients to capture their requirements and design the appropriate managed service solutions to meet their business challenges.
• Clearly articulate the business value of service designs through client meetings and produce detailed, clear and concise client facing documentation.
• Build and maintain great relationships with clients, prospects and internal stakeholders, acting as a trusted technical solutions advisor / advocate for clients.
• Develop and own operational support requirements and service acceptance criteria for new technologies in Natilik's portfolio
• Design and define current, transition and future operating models for clients that align with ITIL, SIAM and other governance frameworks on their digital transformation journeys.
• Work alongside internal stakeholders and clients on commercial elements such as pricing of proposed services in both renewal and tender processes
• Support the continual development of managed service solutions and packages as our wider solution portfolio evolves.
• Conduct workshops with clients, demonstrating business value of proposed solutions.
• Collaborate with solution architects, service owners, process leads, and third-party partners to ensure architectural alignment and adoption.
• Influence decision-making by articulating the value and impact of architectural choices on service outcomes.

Qualifications

Please note: Due to the nature of some of the clients we work with, the selected candidate must be eligible to obtain security clearance.

What you need to succeed

Natilik's primary focus is to serve its clients and our structure exists to serve the clients better and develop our people quickly. The qualities, capability and attitude of our people directly dictate the client experience. The foundation of our value is our people and their core qualities and behaviours are vital. At Natilik we only employ the best talent in the industry and expect you to continually apply the following qualities and behaviours.

Non-Technical Skills & Abilities

• Ability to build and maintain relationships across key stakeholders of varying levels from IT analysts to CxO
• Excellent communication skills; listen, understand and clearly capture client requirements whilst demystifying technology and migration paths to explain the service impact and benefit in simpler terms.
• Strong team player who enjoys working alongside others, contributing and adding informed opinion and insights to discussions.
• Clearly articulate operating models, service solutions and business value through proposal documentation and presentations
• Other valued skills and abilities are: Willingness to learn, Attention to detail, Numerate, Analysis and Diagnosis, Report creation, Negotiation skills.

Technical Skills & Abilities

• Operational understanding of service supply chains and the IT service environment
• Strong working knowledge of ITIL in managed service environments and how to design competitive solutions within the ITIL framework (minimum ITIL v3/v4 Foundation; Intermediate or Expert level desirable)
• Ability to map services across layers, front-stage (client-facing), backstage (supporting processes) and systems.
• Understanding of relevant tooling solutions within the MSP space relevant to service creation
• Experience or familiarity with ITSM service toolsets such as ServiceNow, Halo, Manage Engine, JIRA, Remedy, or equivalent.
• Proven experience as a Service Architect, Service Designer, or Service Lead within a Managed Service Provider or other complex IT delivery environments.

Benefits

Natilik offers a series of benefits and perks designed to support your personal and professional growth, while fostering a thriving and rewarding work environment. We recognise the importance of contributing to our people's well-being, job satisfaction, and work-life balance and remain committed to doing so. This is why we offer:

• 25 days annual leave (+ bank holidays) rising with tenure
• Quarterly Awards and Bonuses
• Flexible Working Policy
• Competitive pension scheme
• Access to Financial Wellness support
• Industry-leading home working and mobility technology
• Private Medical Insurance
• Company shares (available after One year tenure)
• Medicash (Cashback Scheme)
• Retail discounts via Medicash
• Access to EAP scheme for you and your household
• Vehicle lease salary sacrifice scheme (available after One year tenure)
• Cycle to Work Scheme
• Annual paid volunteering day
• Enhanced parental leave
• Access to funding for additional qualifications and courses
• Access to paid study leave

Natilik Diversity & Inclusion
At Natilik we know it's crucial that our people reflect the diversity of our clients around the world. And we know that having people from all walks of life makes us a more creative and innovative company. We make sure we do whatever we can to support our people too: making them feel valued and included and unlocking their potential is essential. We're incredibly proud of our diversity.