Milestone Technologies, Inc.

  • Solutions Architect

    Job ID
    2018-6396
    # of Openings
    1
    Category
    IT/Engineering
    Hire Type
    Regular Full-Time
    Job Category
    General IT
  • Overview

    Milestone Technologies is seeking an experienced and highly-successful IT architecture leader to fill our Solutions Architect role for End User Services (EUS) Domain. This coveted role is responsible for developing, implementing and continuously improving Milestone Technologies’ Services.  These Services are Milestone’s commercial offerings, which enable us to deliver differentiated and outstanding service to our customers. 

    As a leader for Milestone Technologies’ Services capability, you will be responsible for crafting and delivering a holistic and strategic approach to creating specific Services Offerings within a Business Service Domain.  This is a pre-sales engineering, principal consultant role to ensure Milestone can provide its customers with a commercially compelling set of services to meet customer business needs.  The Solutions Architecture for End User Services Domain will outline all elements of the appropriate Service Offering, including how each element interconnects with other elements.  

    This position will work in partnership with the Business Service Owner, Service Delivery and Sales leaders, as well as the VP, Chief Product and Technology Officer, who has overall responsibility for the Services Portfolio.  In addition, this role will assist Service Delivery Management with conducting monthly and quarterly reviews as part of our overall Service Portfolio Governance.

    You will engage at a variety of levels, including the Milestone C-Suite, throughout Milestone customer-facing Sales and Operations teams and across multiple functional groups to implement service development plans with these key stakeholders.  In addition, you will engage with key leaders from external technology providers as well as complimentary service providers to develop world-class Service Offerings for Milestone Technologies’ customers.

    To be successful in this position, you must possess a consultative approach to understanding the client’s business environment and practices then leading the development of End User Service Offerings to meet those needs.  It is vital to be able to influence and manage key Operations and Functional Area leaders as well as those of our current and potential Partners.  You must have the ability to clearly and effectively present new ideas and concepts.  It is also critical to be able to balance time and effort between longer term strategic initiatives and day-to-day operations.  Industry experience in consulting, product development, or professional/managed services companies is essential. 

    Responsibilities

    • Develop a comprehensive set of End User Service Offerings within the End User Business Services Domain, considering state-of-the-art technology trends and industry best practices
    • Create specific scoping and implementation planning materials for each Service Offering, such as financial models, Service Blueprints, design documents and roadmaps
    • Ensure organizational buy-in for each Solution Architecture, including collaboration on development of specific Marketing, Sales, and Operations guides for each Service Offering
    • Partner with the Business Service Owner to collaborate with Marketing and Sales on Business Development, including marketing campaigns, conference presentations, customer meetings and RFP responses
    • Work with the Business Service Owner and Delivery management to conduct monthly Service reviews and present at Quarterly Service Portfolio reviews

    Qualifications

    • Demonstrated success with Service Architecture, Design and Delivery at a mid-size company or larger (>1K employees); this success must include development of multiple new services
    • Possess 10+ years of total work experience with at least 8 years in technology leadership roles and 4+ years in an architectural/design capacity
    • Demonstrated experience designing and/or delivering Service Desk Operational support models (Local, Central, Remote and Virtual) including; ITSM Ticketing Platforms, Telephony (cloud, ACD etc), Chat, Diagnostic Scripts, Self Service Portals, CMDB, Remote Control and Customer-Centric Solutions
    • Well versed in data driven operations, CSFs, KRI, KPI metrics, SLA, XLAs for world-class service operations
    • Deep understanding of current ITSM and ITIL V3 service strategy, transition, and continual improvement processes
    • Knowledge of key trends affecting the IT Services industry such as intelligent automation, outsourcing/offshoring strategies, and evolution of ‘as a Service’ techniques
    • Knowledge of IT industry best practices/frameworks such as ITIL, COBIT, PRINCE2 foundation and/or Practitioner
    • Experience developing Proof-of-Concept Service Offerings to validate architecture and design assumptions as well as show commercial viability
    • Proven ability to collaborate with external product and service partners to create multi-vendor solutions
    • Success-driven, winning attitude, and able to form solid business relationships at various levels
    • Alignment with Milestone’s cultural values: Going Above and Beyond, Collaboration, Do What You Say, Open and Honest Communication, and Sense of Urgency
    • B.S. in Information Technology, Information Science, Computer Science, Mathematics or computing intensive scientific/technical field preferred; M.S.

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