Service Solution Architect
Location: Remote
Length: 6 months
Rate: TBC
Purpose of the Role The Service Solution Architect is responsible for designing the endtoend service solution for complex strategic deals (e.g., multisite hospitality, holiday park groups, defence/public sector estates). They ensure Wifinity's technical network design, operational capability, service management, and resourcing model come together into a coherent, compelling, and deliverable service proposition.
Key Responsibilities 1. EndtoEnd Service Design
Define the overall service architecture, integrating operational processes, service layers, support model, and commercial assumptions.
Ensure the service proposition meets the client's operational requirements, experience expectations, and contractual obligations. 2. Operational & Service Management Design
Design the endtoend operating model including:
Incident, request, change & problem management
Service desk workflows and escalation paths
Capacity management, monitoring, reporting, and SLAs
Align with internal service teams (Service Desk, NetOps, Field Teams) to ensure feasibility and readiness. 3. Resourcing & Delivery Model
Define required resourcing levels across support, engineering, monitoring, field services, and onboarding.
Work with Delivery & Operations to confirm coverage, field capabilities, and surge capacity (e.g., nationwide field resource). 4. Continuous Improvement & Innovation
Shape ongoing improvement opportunities for client environments - feeding into QBRs, roadmap cycles, and future enhancements.
Proactively advise on technology and operational improvements relevant to the contract lifecycle. 5. Change & Transformation Design
Define structured change processes for large estates, multisite rollouts, migrations, and operational transitions.
Ensure change governance aligns with customer expectations and internal capabilities. 6. Deal Support & Collaboration
Work closely with Sales, PreSales, Commercial, Legal, Delivery and Service Management throughout the bid lifecycle.
Support the creation of service schedules, operating model descriptions, SLAs, and implementation plans used in proposals and governance packs.
Contribute to cost models for service elements (e.g., support effort, field engineering, monitoring, service tooling). 7. Client Engagement
Participate in client workshops to translate operational requirements into service designs.
Present service models, clarify assumptions, and ensure shared understanding of the endstate operating model.
Skills & Experience
Strong background in service design, operating models, and managed service frameworks.
Experience supporting complex bids with multiple service elements.
Ability to bridge technical network design with operational realities and commercial viability.
Excellent communicator able to engage senior stakeholders internally and externally.
Familiarity with ITIL and managed service environments (monitoring, SLAs, incident/change).
Experience in multisite environments (hospitality, MOD, housing, leisure, public sector) highly beneficial.
ECS Recruitment Group Ltd is acting as an Employment Business in relation to this vacancy.
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