Service Architect

Role Description Role Summary The Service Architect is responsible for designing, shaping, and governing Hybrid IT service offerings across on-premise, private cloud, public cloud, network, security, observability, and managed services environments. Beyond service design, this role plays a critical leadership function in complex pursuits and large-scale engagements , partnering with Sales and Executive leadership to architect commercially viable, technically differentiated, and operationally sustainable solutions. The role bridges: Solution Architecture Service Design Commercial Structuring Delivery Governance Strategic Deal Shaping This position is pivotal in winning and industrializing high-value, multi-tower transformation programs and Managed Services adoption. This position reports to VP, Head of Technology Services Tribe & Managed Services. Job Description Key Responsibilities Complex Engagement & Pursuit Leadership Lead technical strategy for large RFP/RFQ and proactive pursuits. Architect multi-year transformation roadmaps (Hybrid Cloud, Modernization, Managed Services). Conduct discovery workshops with C-level stakeholders. Shape deal constructs including: Multi-tower managed services Outcome-based contracts Transition & transformation models Risk-sharing or co-investment frameworks Define transition approach from incumbent providers. Drive win themes, differentiators, and competitive positioning. Present solution architecture to executive boards and procurement panels. Ensure solution defensibility during commercial negotiation phases. End-to-End Service Architecture Design standardized, scalable Hybrid IT service blueprints. Architect services across: Private Cloud (VMware, Nutanix, OpenShift) Public Cloud (AWS, Azure, GCP, Huawei Cloud) Network & SD-WAN Cybersecurity Backup, DR & Resilience Observability & AIOps Develop reference architectures and service catalogs. Ensure service repeatability and industrialization. Transition & Transformation Governance Design Transition & Transformation (T&T) frameworks: Knowledge transfer models Phased migration strategy Stabilization plans Identify delivery risks and mitigation strategies. Embed automation-first and observability-driven operations. Align operating model to DevOps / SRE maturity goals. Commercial & Financial Structuring Partner with Finance & Pricer to: Develop cost models Validate margin assumptions Define pricing strategies (consumption / subscription / outcome-based / financial leasing model) Balance competitiveness vs profitability. Assess delivery complexity, staffing model, and operational overhead. Define scalable staffing ramp-up and ramp-down models. Governance, Risk & Compliance Embed security-by-design and zero-trust principles. Ensure regulatory compliance (CII, financial services, public sector where relevant). Design high-availability and disaster recovery frameworks. Ensure contractual SLAs are technically achievable and defensible. Cross-Functional Technical Leadership Act as technical lead in bid war rooms. Coordinate across: Domain Architects Engineering & SRE Cyber & Compliance teams Sales & Account leadership StarHub Internal Business Groups Mentor junior architects in service-oriented thinking. Drive architectural governance throughout deal lifecycle. Qualifications Experience & Qualifications 12+ years in Hybrid IT, Infrastructure, or Managed Services. 5+ years leading complex pursuits (> 3M contract value). Demonstrated experience in: Large-scale outsourcing Multi-tower managed services Cloud transformation programs Strong commercial understanding (TCO, ROI, pricing models). 5+ years in architecture or service design role. Proven experience in RFP solutioning and service costing. Strong understanding of ITIL v4 service management principles. Experience working with enterprise or government clients preferred. Certifications Certifications TOGAF ITIL v4 AWS/Azure/GCP Architect Red Hat / VMware / Nutanix certifications Huawei, Cisco, Aruba and relevant Enterprise Networking Certifications CISSP or equivalent (advantageous) Key Competencies Key Competencies Complex deal shaping & solution defensibility Executive storytelling & board-level presentation Commercial acumen & risk modeling Multi-domain technical depth Strategic thinking & service productization Negotiation support & stakeholder influence