Role description
The Presales Solution Architect for Digital Workplace Services will play a critical role in shaping technology and managed service solutions that enable modern, productive and user-centric workplace environments. The role will partner closely with sales, practice, delivery, engineering, commercial teams, technology partners and clients to understand business requirements, develop tailored solutions and articulate the value of Digital Workplace Services. The solution scope may include Service Desk, Field Services, Modern Endpoint Management, Device Lifecycle Services, Microsoft 365 and Collaboration, Workplace AI and Automation. The ideal candidate will be a Digital Workplace generalist with broad solutioning experience across multiple workplace service areas and deeper expertise in one or more domains. The candidate should combine technical understanding, managed services solutioning, commercial awareness, strong documentation capability and confident client-facing communication skills. Key Responsibilities Solution Design and Architecture Lead the design of end-to-end Digital Workplace solutions spanning Service Desk, Field Services, VIP support, endpoint management, device lifecycle services, Microsoft 365, collaboration platforms, Digital Employee Experience, digital adoption and workplace automation. Translate customer business, operational and technical requirements into scalable, supportable and cost-effective solution architectures. Design integrated operating models covering service scope, support tiers, delivery locations, coverage windows, staffing, governance, service levels and enabling technology platforms. Coordinate inputs from domain specialists, delivery teams, technology vendors and service partners to create a cohesive end-to-end solution. Develop solution blueprints, architecture diagrams, service descriptions, service catalogues, operating models and transformation roadmaps. Define solution assumptions, dependencies, exclusions, risks, customer responsibilities and third-party responsibilities. Ensure proposed solutions are aligned with customer objectives, operational requirements and delivery capabilities. Presales and Bid Support Work with sales and account teams to qualify opportunities and define appropriate Digital Workplace solution strategies. Lead or contribute to RFP, RFI and proposal responses. Conduct customer discovery workshops, requirements sessions, assessments and solution walkthroughs. Develop high-quality solution proposals, response documents, PowerPoint presentations, bid-orals decks, executive narratives and supporting solution artefacts. Build value propositions, business cases, ROI and TCO models, transformation benefits and competitive differentiators. Lead or support bid-orals presentations, solution walkthroughs and client solution-defence sessions. Respond to technical, operational and commercial challenges relating to the proposed solution. Support customer due diligence, clarification sessions and commercial negotiations. Create detailed effort estimates across transition, transformation, engineering, service management and business-as-usual operations. Define service levels, KPIs, OLAs, XLAs, governance structures and reporting requirements. Provide resource models, effort estimates, technology requirements and commercial inputs. Work with pricing, finance, delivery and partner teams to validate solution cost, feasibility and competitiveness. Support the development of pricing models, including resource-based, transaction-based, per-user, per-device and outcome-based constructs where applicable. Participate in internal solution reviews, risk reviews and commercial approval processes. Ensure proposed commitments are measurable, deliverable and commercially viable. Field Services and Partner Solutioning Work with global, regional and local field-service partners to develop onsite support, scheduled visit and dispatch-based service models. Validate partner coverage, delivery capability, service hours, language support, logistics capability and regional constraints. Obtain and validate partner effort, pricing, lead-time and service-level inputs. Define scope boundaries, hand-offs, escalation paths, service responsibilities and governance requirements for partner-delivered services. Integrate partner-delivered field services into the overall Digital Workplace operating model and commercial solution. Support partner selection, benchmarking and solution-risk assessment where required. Customer Engagement Present and articulate Digital Workplace capabilities, solution options and transformation roadmaps to senior and executive stakeholders. Facilitate customer workshops and consultative discussions across business, technology and operational stakeholders. Conduct demonstrations, proof-of-concept planning and solution walkthroughs where applicable. Serve as a trusted advisor on workplace technologies, managed service models, employee experience and workplace transformation. Translate technical and operational concepts into clear business outcomes and measurable value. Defend solution assumptions, design decisions, operating models, service levels, effort estimates and commercial constructs in front of customers. Collaboration and Delivery Enablement Work closely with service delivery, engineering, transition, operations and practice teams to ensure solution feasibility and accuracy. Engage product vendors, OEMs and service partners where third-party capabilities form part of the solution. Develop and review Statements of Work, service descriptions, responsibility matrices, assumptions, dependencies and contractual solution commitments. Ensure alignment between the proposed solution, contractual scope, pricing model and delivery approach. Practice and Capability Development Contribute to the development of reusable solution assets, reference architectures, estimators, service descriptions, accelerators and proposal content. Share knowledge, market insights and solution lessons across sales, presales, practice and delivery teams. Market and Technology Expertise Maintain awareness of developments across modern endpoint management, Microsoft 365, collaboration, workplace AI, automation, Digital Employee Experience and device lifecycle services. Understand market trends, customer priorities, competitor offerings and evolving workplace operating models. Ability to understand complex customer environments and translate requirements into coherent and workable solutions. Ability to integrate inputs from multiple domain specialists and partners into a single end-to-end solution. Strong customer-facing presales, consulting and stakeholder-management experience. Comfortable working in fast-paced, multi-stakeholder and deadline-driven deal environments. Strong commercial awareness and understanding of how solution decisions affect cost, risk and delivery. Ability to balance customer expectations, technical feasibility, operational practicality and commercial viability. Experience 8–15 years of overall IT industry experience. At least 5 years of experience in Digital Workplace presales, solution architecture, consulting or managed services solutioning. Experience designing managed service operating models, support structures, resource models and coverage approaches. Technical and Service Skills Strong understanding of enterprise endpoint architectures and modern device-management platforms. Strong understanding of Service Desk, Field Services and managed workplace support models. Understanding of device lifecycle processes, including procurement, provisioning, deployment, support, refresh, recovery and disposal. Understanding of workplace AI, conversational AI, automation and self-service use cases. Familiarity with ITIL processes, IT service management, governance and service-delivery models. Ability to design support-tier structures, coverage models, service levels and operational processes.
Skills
Service Level Management, ServiceNow, Solutioning, Pre-Sales Support
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
