Service Architect

Insight Enterprises is a Fortune 500 Solutions Integrator helping organizations accelerate transformation by unlocking the power of people and technology. With a 35-year foundation in hardware and software supply chain augmenting our deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organizations through complex digital decisions to achieve extraordinary results.

We are looking for a Service Architect to work in our area of the EMEA Services Delivery function.

You will be providing high quality customer support across assigned regions from multiple delivery centres, as well as considering the overall client IT operating model, processes, tools and automation, and collaborates closely with the Enterprise Architect, to create a number of solution scenarios or user stories which support the development of the right-fit solution or service for the customer.

As a Service Architect you are key to the process of integrating the clients existing systems and processes with Insight’s systems and processes in a managed services scenario and develops offerings which have the right level of integration flexibility, keeping end-user experience vs cost a high priority.

So, if this is of interest to you then we would be keen to hear from you!

As a Service Architect your Responsibilities are:

• Lead the design of IT services; demonstrate a high level of understanding with respect to client drivers, requirements, contractual agreements, service architecture, and service management.
• Translate the client’s requirements into a service design which describes the scope of the service(s), delivery model(s), people and processes involved, service level agreements (SLAs) and supporting operational level agreements (OLAs), to provide the basis for transition into business as usual (BAU).
• Produce or update the client specific contractual agreement and obtain sign off from the client.
• Collaborate closely with internal teams to enable accurate and clear service design.
• Produce a service model which supports operational teams with the delivery of services.
• Create service design packs which articulate how the service(s) should work with clear operational workflows.
• Oversee multiple client-facing programmes and or projects concurrently, scope and create thorough project plans with clear milestones and deadlines and communicate risks as well as progress to clients and internal stakeholders, as and when required.
• Assist the Project Management Office to understand potential service risks, dependencies, and other issues that may exist, and raise awareness of the impact they may have on the project, whilst mitigating those within scope and conducting risk logs.
• Break tasks into doable actions, sets timeframes, and assign tasks to internal teams.
• Develop and maintain a RACI chart which clearly tracks and shows which teammates are responsible for which procedures, tasks, and actions in the solution design process.
• Maintain an up-to-date knowledge and high level of understanding specific to applicable solution designs and related services.
• Complete statement of requirements that clearly outline the detail around the solution.
• Contribute to continual service improvement planning including reviewing current cost models and pricing to ensure Insight continues to operate and deliver excellent value to all clients.
• Support training and enablement programmes for teammates to ensure the delivery of a consistent service delivery methodology.
• Champion service management, and associated processes and procedures within Insight.

Experience and Skills:

• End-to-end service design, development and implementation of sustainable and scalable service management processes and procedures.
• Customer-focused with ability to identify and understand internal and or external needs.
• Comfortable in working closely with Enterprise Architects to deliver commercially viable services.
• Displays a high degree of knowledge relating to service management and TSM toolsets.
• Creative problem solving and analysis skills with an ability to identify, develop and implement solutions.
• Ability to perform under pressure and to work using own initiative as well as part of a team.
• Ability to build relationships and network at all levels.
• Ability to demonstrate attention to detail and accuracy.
• Takes personal responsibility for making things happen and results are achieved.

About Insight: 

We believe that by giving you the freedom to think big and empower you to reach your full potential, together we will achieve the best outcomes. Along with excellent benefits and a compelling reward package, we offer the opportunity to work in a supportive environment with a high level of autonomy and creativity - there’s a reason our average employee tenure is over 6 years.

We strive to display our three core values of Hunger, Heart, and Harmony every day. They represent and drive who we are here at Insight and by doing so we are doing amazing things. Insight started in a garage in 1988 and it is through harnessing our three core values that two brothers, Eric and Tim Crown, steered Insight to the Fortune 500 company it is today. We are now a Global IT Services and Solutions business, enthusiastic about helping customers and the real people who sit behind them. 

Application Details: 

Insight is an equal opportunity employer, and we are committed to achieving diversity and equality within our organisation. We seek out people from diverse backgrounds and encourage you to apply. 

We will endeavour to contact you within five business days, should we feel your profile is a good match for this role. If you do not hear from us within this time, please presume that on this occasion, your application was not successful. 

A full job description will be provided upon application.

#LI-ED1