Role description
Role Summary
We are seeking a Presales Solution Architect with a strong Service Desk and Onsite Support delivery background to lead solutioning for managed Digital Workplace engagements.
This role is designed for a professional who understands the operational mechanics of Service Desk environments and can translate them into commercially sound, experience-led solutions.
The architect will design and articulate scalable operating models across:
- Global / Regional Service Desk (L1 / L1.5 / L2)
- Onsite and Field Support
- Digital Employee Experience (DEX) enablement
- Automation and containment strategies
- ITSM-led orchestration
- Contact centre integrated support environments
The individual must be able to develop compelling solution documentation and executive-grade presentations that clearly articulate value, feasibility, and differentiation.
Key Responsibilities
1. Service Desk & Onsite Support Solutioning
- Design end-to-end Service Desk and Onsite Support operating models.
- Perform ticket analysis and demand modelling (volume, seasonality, channel mix).
- Conduct solution sizing including FTE modelling, skill pyramid design, shift planning, and span of control.
- Align workflows to ITIL v4 practices across Incident, Request, Knowledge, Major Incident, and Change interfaces.
- Define measurable outcomes including MTTR reduction, FCR improvement, digital containment targets, and tickets-per-user optimisation.
- Architect DEX-informed proactive support constructs.
2. Digital Employee Experience (DEX) Enablement
- Design solutions leveraging DEX platforms such as:
- Nexthink
- Lakeside Software
- 1E
- Translate DEX telemetry into operational interventions.
- Define proactive remediation, automation triggers, and experience-led governance.
- Incorporate DEX metrics into SLA/XLA constructs.
- Position DEX as an operational optimisation enabler rather than a tool discussion.
3. Contact Centre–Integrated Support
The candidate is not expected to be a telephony engineer, but must:
- Understand call routing concepts including IVR, skill-based routing, and queue prioritisation.
- Understand omni-channel support models (voice, chat, portal, virtual agent).
- Be familiar with leading platforms such as:
- Understand how contact centre platforms integrate with ITSM systems for:
- Ticket creation
- Screen pop and contextual routing
- Call-to-ticket linkage
- Workforce optimisation insights
The role requires architectural awareness of integration value, not deep platform configuration expertise.
4. Automation & Containment Strategy
- Define L0 containment strategies including chatbot and guided workflows.
- Align automation roadmap to measurable ticket reduction targets.
- Embed AI-assisted triage and knowledge-driven resolution concepts.
- Ensure automation is governed and operationally feasible.
5. Presales & Commercial Structuring
- Lead Service Desk–focused RFP/RFI responses.
- Conduct discovery workshops and requirements gathering sessions.
- Develop detailed solution documents including:
- Operating model description
- Governance model
- Transition approach
- Commercial construct explanation
- Build executive presentations that clearly link:
- Client pain points
- Proposed operating model
- Business outcomes
- Financial impact
- Develop pricing constructs including per-user, per-ticket, and outcome-based models.
- Support solution defence and executive Q&A sessions.
6. Delivery Alignment & Feasibility
- Validate proposed models with delivery leadership.
- Ensure sizing assumptions are realistic and defensible.
- Align SOW and transition plans with solution constructs.
- Support knowledge transfer into delivery teams post-award.
Candidate Profile
We are seeking a candidate who:
- Has 8–15 years of experience in IT Services.
- Has strong Service Desk or Workplace Delivery experience prior to moving into presales.
- Understands operational realities including shift coverage, peak demand, and skill-based routing.
- Is comfortable sizing and structuring managed service deals.
- Can independently author high-quality solution documentation.
- Can create structured, executive-ready presentations without heavy supervision.
Technical & Functional Competencies
- Strong understanding of:
- ITIL v4 practices
- Managed Service operating models
- Workforce planning and capacity modelling
- Knowledge lifecycle governance
- DEX frameworks and proactive support constructs
- Conceptual understanding of contact centre routing and integration models.
- Familiarity with ITSM platforms (ServiceNow preferred).
- Experience integrating automation into Service Desk environments.
- Strong written communication and structured documentation capability.
Soft Skills
- Executive-level communication.
- Structured storytelling and business value articulation.
- Analytical and commercially aware.
- Comfortable operating in fast-paced pursuit environments.
- Balanced operational depth with strategic positioning ability.
Skills
cloud infrastructure,infrastructure as code,virtual private cloud,cloud security,
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.
