Join a team of passionate thought leaders in a dynamic and collaborative environment! New Signature's Global Managed Services team is growing fast and we're looking for our next Service Design Architect to join us.
What's the role?
This key role is part of a team who hold responsibility for ensuring that clients transition into Managed Services with a clearly defined scope.
For our customers to be successfully transitioned between Professional Service Teams and Global Managed Service operations, Service Design is a pivotal element within an overarching process and "one customer journey" model.
This challenging 3-dimensional role requires working closely with each client, New Signature project and Managed Services teams. Each will have their own demands and expectations. Your communication and coordinating skills will ensure that onboarding outcomes are both defined and achievable. Furthermore, you will need to capture each customer success criteria whilst working within New Signature capabilities.
The ideal candidate for this role will come from a customer facing Service Design and/or Transition background within Cloud Managed Services. Exposure and experience within other Service Management fields such as Service Desk will also be advantageous, you will understand the importance of receiving clients into a BAU service model. You will have working practice experience within an ITIL framework.
Our clients span all business markets and sectors, your diverse approach and aptitude while representing New Signature through relationship management will be a key success factor.
What will you be doing day to day?
Engage with customers to capture their current IT operating model and define where/how New Signatures role for Managed Services will be performed
Obtain and maintain a clear understanding of the New Signature portfolio and Service Descriptions, ensuring Service Design is aligned with our standard practices
Capture non-standard variations or special feature requirements outside of the New Signature standard and assist in solutioning the outcome
Work with Professional Services to understand the solution and platform, timeline for delivery and articulate risks on behalf of Managed Services
Orchestrate customer facing workshops to agree the Service Design scope, playing attention to the ITIL framework, technical platform BAU behaviour, Security protocol and Service Management structure
Where necessary, work with other parties and IT incumbent partners to define the end to end solution to ensure all resolver parties are aligned
Ensure each service has a defined RACI. This may or may not be the responsibility for New Signature to own and will depend on the client/service, but a RACI must always exist
Producing professional and detailed design documents, scoping achievable onboarding timelines, solutioning service design in a manner which ensures key go-live milestones can be met and working within the New Signature Service Acceptance Board framework
Ensuring our customers receive the best and most efficient level of service throughout their journey with New Signature.
Ensure all Service Transition outcomes are captured and either passed to a Transition Manager or managed by yourself to completion
Play an active role to ensure that the Service Design for each customer will meet the approval of the New Signature Service Acceptance Board
Drive the completion of Service Design within an agreed timeframe. The time frame will depend on the size, scale and complexity of the solution being provided to each client
Work within the scope of a Service Design and Transition Statement of Work, ensure all deliverables (within your assigned Work Package/s) are complete
What experience do you need to be successful?
Experience with owning client facing service design against a set of predefined products and services is key
Extensive experience in client facing Service Design and (ideally) Service Transition. Working within a consultancy/IT Services Partner organisation with external customers
Experience in stakeholder management between customers, internal professional services, project management and service operations teams for the purpose of service design and onboarding
Concise and confident when it comes to leading customer workshops and driving design outcomes which are agreeable and fit for purpose with strong negotiation skills
ITIL Service Management qualifications (ideal but not essential subject to work experience)
ABOUT NEW SIGNATURE
New Signature is a cloud-first, full-service Microsoft partner committed to delivering innovative technology solutions that solve human challenges. Behind every interaction is our dedication to provide outstanding experiences and to build authentic relationships with those around us. We are passionate about driving transformational results for clients across all company sizes, geographies and industries. The New Signature team delivers full lifecycle solutions—from project inception and planning, through deployment to ongoing support and maintenance.
New Signature was named the top Microsoft partner in the United States and the United Kingdom in 2014 and again in the United States in 2015—becoming the first partner ever to win the prestigious US Partner of the Year award two years in a row. With over 600 individual technology certifications, New Signature is a recognized expert at the forefront of Microsoft advancements and couples these powerful technologies with exceptional services to empower our customers, colleagues, and community.
OUR CORE VALUES
Our employees are driven by our values and know that they make a positive difference every time that they help a customer to solve their challenges. Our focus on delivering great customer experiences empowers our people to build rewarding relationships that contribute to our positive work environment. You can learn more about our culture here: New Signature Culture
We use our hearts and minds to collaborate for success.
We harness technology to drive business, but we never let that replace our human connections. We use our hearts and minds to collaborate for success and instill confidence in our customers through relationships forged from trust.
We are giving and respectful.
With our efforts to always be generous, we elevate our service level with empathetic and considerate communications and actions. We always find a way to support our customers and colleagues by giving of our time and talent and equally respecting the time and talent of others.
We tell it as it is, with positive intent.
Being authentic helps to nurture our strong and trusted relationships. We are honest, transparent, and reliable. When you partner with New Signature, you are partnering with a group of purposeful, outcome-driven and results-oriented professionals.
We push the boundaries at the intersection of people, process and technology.
For us, there are no limit to our dreams. We continually innovate and push boundaries at the intersection of people, process, and technology to bring our customers and colleagues the best solutions first.
EQUAL EMPLOYMENT OPPORTUNITY
As a Global Cloud Transformation Consultancy business, New Signature understands diversity and inclusion in the workplace brings benefits to our customers, our business and most importantly, our people. We are committed to being an inclusive employer and we provide equal employment opportunities to all employees and applicants for employment.
New Signature prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other factors protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including all aspects of the recruiting and employment life-cycle at New Signature.
New Signature requires candidates to prove eligibility to work in the UK. Offered candidates may be asked to complete a background check as permitted by applicable employment regulations. Depending on the requirements of the job, these record checks may include any or all of the following education verification, employment verification, drug screening, and criminal record check.