Service Architect

I. PURPOSE

The Service Architect is responsible for defining, designing, and governing service solutions across the MSP's catalog, including Managed Security Services, Managed Infrastructure Services, and Consulting Services. This role ensures services are built on best practices, aligned with ITIL, meet business and compliance needs, and are designed for long-term stability, scalability, and customer satisfaction.

The Service Architect acts as the bridge between customer requirements, the sales organization, and service operations, ensuring solutions are designed for long-term success and measurable outcomes.

II. DUTIES AND RESPONSIBILITIES

• Solution Architecture and Design

o Analyze client requirements and market trends to design service offerings across the catalog, including:

• Managed Security Services (Managed Security Operation Center (SOC), Cyberthreat Intelligence as a Service).
• Managed Infrastructure Services (Network Infrastructure, Cybersecurity, IT Compute, Enterprise Applications, Cloud, Unified Communication, Data Center Facility, Digital Workplace).
• Consulting Services (advisory, assessments, roadmaps)
• Define end-to-end service models, workflows, escalation paths, SLAs/OLAs, and reporting structures.

• Ensure solutions integrate seamlessly with TRENDS Managed ICT Services (MICTS) platform - ITSM tools, monitoring platforms, and reporting systems.

• Pre-Sales and Client Engagement

o Partner with Sales and Business Development teams to translate client requirements into tailored managed service solutions.

o Act as Subject Matter Expert (SME) during client workshops, presentations, and bid defenses.

o Lead the design and submission of RFP/RFI responses, proposals, solution and service design, and scope of service.

o Conduct service discovery workshops with clients to capture business, technical, service, and compliance needs.

• Service Transition and Delivery Enablement

o Work with Service Transition teams to hand over the designed solutions and service to BAU operations.

o Define resource, tooling, and process requirements to support service delivery.

o Support the onboarding of new clients to ensure smooth operational readiness.

• Governance and Innovation

o Contribute to the standardization and continuous improvement of service offerings.

o Stay updated on industry trends, MSP best practices, and new technologies across security, infrastructure, and cloud.

o Ensure compliance with security, regulatory, and contractual obligations in solution designs.

o Recommend automation, AI-driven monitoring, and advanced analytics for service optimization.

III. QUALIFICATIONS

• Education and Certifications

o Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.

o Preferred Certifications:

• ITIL v4 Foundation (Intermediate/Managing Professional preferred)
• Cloud certifications (Azure, AWS, or GCP Architect-level).
• Cloud: Microsoft Azure Solutions Architect, AWS Certified Solutions Architect, Google Professional Cloud Architect
• Security: CISSP, CISM, CCSP, SOC Architect credentials.

• Enterprise: TOGAF, DevOps/Agile certifications.

• Experience

o 7–10 years of experience in solution architecture, service design, or consulting, preferably in an MSP environment.

o Proven experience in designing managed services across multiple towers (Security, Infrastructure, Cloud, Applications).

o Strong background in responding to RFPs/RFIs, solution bids, and proposals.

o Hands-on familiarity with the following tools:

• ITSM: ServiceNow, ManageEngine, Remedy
• SIEM: Splunk, Trellix, Microsoft Sentinel, CrowdStrike NGSIEM, Palo Alto XSIAM
• NMS: Managed Engine, SolarWinds
• SOAR: Swimlane, Google Chronicle, Palo Alto XSOAR
• XDR: CrowdStrike, Rapid 7, Trend Micro, Microsoft Defender, Palo Alto

• Experience in service design governance, including SLA/OLA modeling and service reporting.

• Skills and Competencies

o Solutioning & Design: Ability to build practical, scalable, and cost-effective service solutions

o Communication: Excellent written, presentation, and client-facing skills (can articulate to both C-level and technical staff).

o Stakeholder Management: Ability to work with Sales, Operations, and Client stakeholders in high-pressure scenarios.

o Strategic Thinking: Balances immediate client requirements with long-term operational sustainability.

o Commercial Acumen: Understands cost models, pricing structures, and profitability impacts.

o Leadership: Influences cross-functional teams without direct authority.