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23 Jul 2020

Full-Time Service Design Architect – Toronto, Canada

New Signature – Posted by mpnewsignature Toronto, Ontario, Canada

Job Description

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.


ROLE DESCRIPTION

What impact will you have in this 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.

Other key elements for this role entail 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.

Your innovative mind and experience will support this role and practice to develop its ways and methods, ensuring our customers receive the best and most efficient level of service throughout their journey with New Signature.

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 behavior, 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
  • Produce the Service Design document and achieve sign off from both the Customer and internal Managed Service stakeholders
  • 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 in this role?

  • 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
  • 8+ years of experience in service design related positions within cloud managed services will be ideal

What personality traits and other capabilities are important for this role?

  • Entrepreneurial approach to business, team and client interactions
  • Outstanding demonstrated verbal and written communication
  • Excellent interpersonal and client relationship skills

What education and certification credentials are needed for this role?

Bachelor degree or equivalent education in an IT related fields

Does the role require travel?

Travel up to 30% of the time might be required

Security Responsibility:

All employees must act in accordance with New Signature’s corporate security standards


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. 

How to Apply

https://newsignature.com/job/4059745003/?gh_jid=4059745003

Job Types: Full-Time.

Job expires in 20 days.

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