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Reference number: SA 2756

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Service Architect

The role of Service Architect is pivotal in achieving our aims. The role requires you to be accountable and responsible for setting up and executing our service model. Your key responsibilities mean that you will be involved in Early Pre-Sales engagement, Service Design, and Service Transition processes.

If you are looking to progress within a global organization, download the job spec to find out more about the role.

Job Role

Key Responsibilities:

Early Pre-Sales engagement:

  • Participate in complex deals presales phase for service design consultancy
  • Review the commercial proposal and SoW to detect any flaw or misalignment with the NTT Com MS service delivery capabilities.

Service Design:

  • Refine the service requirements and constraints from the customer that were gathered in Pre-sales phase.
  • Risk Management. In conjunction with the technical teams and the Service Transition Manager role, highlight any technical and operational risks regarding service model, capacity, availability, and security, mainly. Consider possible contingency plans to mitigate these technical or operational risks.
  • Service takeover strategy definition. The Service Architect responsibilities are:
    • Identify current service issues with the incumbent service provider,
    • Define the service aspects that need to be gathered during due diligence
    • Determine the knowledge transfer strategy
    • Define the quality acceptance criteria for the service transition
  • Ensure customer expectations will be met and aligned with the NTT Com MS service delivery capabilities including Monitoring, Patching, and Backup solutions.
  • Adapt standard process when needed in order to cover customer requirements, always being aligned with the NTT Com MS service delivery capabilities.

Service Transition:

  • Understand Customer Vital Business Functions and how NTT Com MS assets will underpin them.
  • Make sure that customer business processes and end-to-end services are known and understood within the organization during the project lifecycle
  • Service model documentation, which may include:
    • Define and document the service breakdown, escalation matrix from NTT Com MS point of view and the service model for interacting with other 3rd party service providers or vendors.
    • Define and document non-standard service features that are needed to cover customer requirements.
    • Supervise and validate that the agreed runbooks have been implemented
    • Ensure the monitoring solution is aligned with the Service Level Agreements
    • Ensure that the agreed monitoring, patching, and backup solutions have been correctly tested and validated.

Skills & Requirements


  • Conceptual technology knowledge and background
  • Capable of working in line with Best Practice in complex environments and within tight time constraints
  • Ability to present to all levels of clients internally and externally
  • Able to coordinate others and negotiate to achieve the desired results
  • Drive and energy to achieve desired results
  • Process-oriented and customer-minded
  • Understanding and managing customers’ expectations
  • Can adapt and influence in a rapidly changing environment
  • Good customer relationship management
  • Excellent communication skills
  • Ability to communicate in a clear, concise, understandable manner and listen attentively to others in providing instructions
  • Strong interpersonal, communication, organization, and follow-through skills
  • Tenacious attention to detail and quality.
  • Project Management knowledge will be appreciated.
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Need more information? Have a question?

If you have any questions about our vacancies, please feel free to contact our HR team directly. We are always looking for people with a technical background or skills we may be interested in, so why not send us your CV via the contact page and we will be in touch as soon as we have a role that fits your profile.

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