RIS Service Desk Solution Architect Senior Manager

Role DescriptionOverall Solution OwnershipOwn Solution Development as the liaison between Sales and Delivery teams - serving as technical bridge between the sales team, clients, and delivery support up to and including contract negotiations.Can lead solutioning of pursuits >$40M TCV Experience in Business Case Development, Deal Shaping, Negotiation, Offering Insight, Value Analysis, and Prioritisation.Develop winnable and profitable solution proposals that meet client requirements while maintaining commercial integrity.Excellent client relationship management at mid-to-senior executive level, with strong communication, presentation, and interpersonal skills.Automation & Agentic AIArchitect end-to-end automation solutions on workflow orchestration covering ticket triage, intelligent routing, auto-resolution, and closure using ServiceNow or equivalent ITSM platforms.Design and position agentic AI capabilities - LLM-powered virtual agents, autonomous remediation bots, and AI - integrated into service desk workflows.Build self-service and contact-deflection strategies targeting measurable reductions in contact volume and mean-time-to-resolve (MTTR).Establish guardrails, audit trails, and feedback loops to ensure agentic solutions are safe, explainable, and continuously improving.Ways of Working & Operating ModelChampion shift-left, knowledge-centered service (KCS), and DevOps practices within service desk solution designs.Define tiering, routing, and escalation models that balance cost-to-serve with user experience outcomes.Establish SLA/XLA frameworks and a metrics hierarchy that connects team activities to measurable business outcomes.Platform & ToolingDeep understanding of ITSM and ITAM tooling, and the integrations between the service desk platform and adjacent systems:CMDB, identity, endpoint management, observability, and enterprise applications.Leadership & Stakeholder EngagementServe as trusted advisor to client CxOs on service desk strategy, technology investment, and transformation direction.Translate complex architecture concepts into compelling business narratives for senior executives and non-technical sponsors.Mentor and develop junior and mid-level architects within the service desk practice
Qualifications & ExperienceExperience15+ years in IT service management & service desk roles, in a solution or enterprise architecture capacity.Proven track record designing and delivering large-scale ITSM platform transformations in complex, multi-geography organisations.Demonstrable hands-on experience architecting automation and AI solutions in live service desk environments Exposure to managed service provider (MSP) models, outsourcing deal structures, and sourcing strategy is required.Track record of senior client-facing leadership - credibly engaging and influencing CxO, Board, and Procurement stakeholders in competitive pursuit scenarios.Technical DepthITSM platforms:like ServiceNow (preferred), Jira Service Management Automation & workflow:like UiPath, Ansible, ServiceNow Flow Designer, Power Automate. Agentic & AI:LLM orchestration, RAG architecture Observability & AIOps:like Dynatrace, Datadog, Splunk - event correlation and intelligent alerting. Contact Centre:like AWS Connect, Genesys - architecture and integration into ITSM workflows. Language & communication tooling:like Krisp+ and equivalent real-time translation/transcription platformsFrameworks & CertificationsITIL 4 Foundation or higher.Architecture certifications:AWS / Microsoft / GCP Solutions Architect advantageous.Behaviours & Soft SkillsStrategic thinker who can zoom in to debug a workflow and zoom out to present a 3-year vision.LocationFlexible / Any hub location. Willingness to travel for client meetings and operate across global time zones expected.
QualificationOverviewThe Service Desk Solution Architect is a senior client facing role responsible for shaping and owning end to end ITSM and service desk solutions across large, commercially complex outsourcing and transformation engagements. Should be capable to lead 40M pursuits acting as the primary technical authority who translates client business problems into differentiated, AI powered service desk solutions.The individual brings deep expertise across the ITSM platform landscape, automation tooling, agentic AI, and modern service desk ways of working. Can define solution strategy, shaping operating models, and building compelling business cases that resonate at CxO level.The role demands a high calibre blend of technical and commercial capability owning the solution blueprint and roadmap, driving self service and deflection strategies, and transitioning winning solutions into delivery with full operational credibility. The individual will work across sales pursuit teams, delivery, commercial, and client stakeholders and will be a visible leader both internally and in the market.