Service Design Architect

NZD 140,000 to 170,000 per annum
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01 Jul 2024
  • Wellington based permanent role
  • Flexible working + employee benefits
  • New position in a growing team

About the Role

Our client has an upcoming requirement for an experienced Service Design Architect to join their team. In this role, you will be responsible for designing and optimizing end-to-end service experiences that meet their customers’ needs and drive business growth. You will play a crucial role in assisting their sales teams with opportunity assessment and qualification, developing detailed service designs, and ensuring seamless transition of designs into operational services. Your expertise will ensure that their service aggregation and management solutions meet customer needs and drive business success.

Key Responsibility

  • Assist the sales teams with opportunity assessment and qualification.
  • Undertake costing analysis required as inputs for assigned bids and commercial models.
  • Develop detailed service designs for service aggregation and management solutions.
  • Create transition plans and collaborate with internal Operational Delivery teams to implement designs into Service Aggregation and Management services.
  • Engage with and present to internal stakeholders to secure buy-in for proposed solutions and ensure the capability to deliver required outcomes for customers.

Develop required documentation to support transition, including:

  • Technical Support Matrix
  • Technology Reporting Requirements
  • Customer Operational Guide
  • Customer and Internal Quick Reference Guide
  • Service Readiness Worksheet
  • Operational Procedure Manual
  • Technical Operations Integration Manual.

Required Experience:

  • 5+ years’ experience in service management, operational management or process design roles in an ICT outsourced business.
  • Thorough knowledge of ITIL Framework and ITIL Service Level Management.
  • Demonstrated ability to lead, motivate, and facilitate at all levels within an organization.
  • Experienced in responding to formal RFI/RFP documents as a service provider.
  • Excellent customer service skills with a strong customer focus; results-oriented and committed to delivering excellence.
  • Highly organized and efficient; structured and methodical approach.
  • Strong documentation skills; capable of producing high volumes of accurate work.
  • Thorough familiarity with the service management aspects of technical design and their operational/support impacts.
  • Competent supplier evaluator with experience in supply negotiation of services.
  • Proven ability to achieve high performance results as a member of a cross-functional team.
  • Sound broad IT knowledge, with particular depth around IT infrastructure design and/or operations management.
  • Act as a catalyst for cultural and strategic change and continuous improvement.

How to Apply

Click the APPLY button and include your resume and cover letter or for further information please reach out to Ross at
Please note, we can only consider applicants that are legally entitled to work in New Zealand at the time of application and based here in Wellington.

Apply now

Posted by
Ross David
Associate Consultant
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