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Service Delivery Architect

3 months ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Group 42 Full time

Overview:
Service Delivery Architect - Service Solution specializes in designing and developing service experiences for organizations.

The person will focus on creating holistic and user-centred service solutions that meet the needs of internal and external stakeholders.

The person will also combine service design principles with business strategy, and technological considerations to create and optimize service experiences that deliver value to both internal and external stakeholders.

The Service Delivery Architect will assess the technical aspects of proposals or project plans to determine their feasibility, suitability, and alignment with the organization's technical requirements and objectives.


Responsibilities:

  • Service Solution Design: Develop and design innovative and efficient service solutions to meet the specific requirements of stakeholders (internal and external)
  • This involves analysing stakeholder needs, identifying service gaps, and creating comprehensive service designs that align with business objectives
  • Stakeholder Management: Collaborate with stakeholders, including clients, project managers, engineers, and business analysts to gather requirements, understand constraints, and define service design objectives. Facilitate productive discussions and manage expectations throughout the design process.
  • Continuous Improvement: Identify opportunities for process improvement and optimization in service design and delivery. Propose and implement innovative solutions to enhance the efficiency and effectiveness of service delivery
  • Define and document service requirements, specifications, and guidelines to guide the implementation of the service
  • Reviewing the technical and commercial proposals:
  • Identifying any technical gaps, inconsistencies, or potential issues in the proposal
  • Assessing the feasibility and technical viability of the proposed solution or project. Analysing the technical risks and mitigation strategies outlined in the proposal.
  • Evaluating the technical approach, methodology, and design proposed in the proposal.
  • Providing feedback, recommendations, or suggestions for improving the technical aspects of the proposal
  • Documentation and Presentation: Documenting design processes, findings, and recommendations, and effectively presenting and communicating design concepts to stakeholders at various levels of the organization
  • Service Improvement: Continuously monitoring and evaluating service performance, identifying areas for improvement, and proposing enhancements to optimize the user experience and business outcomes
  • Comply with G42 Acceptable Use Policy, attend mandatory information security, privacy, business continuity and HSE trainings.
  • Report information security, HSE etc. incidents or suspect incidents through G42 established incident reporting channels.
  • Maintain confidentiality of information and classify and handle information ad per G42 Policies and Procedures

Qualifications:

  • Bachelor's or Master's degree in Computer Science, Engineering, or a related field (or equivalent experience).
  • Approximately 10 years overall experience and 5 years of experience in Service Delivery Architecture role in IT Operations.
  • Knowledge of

Service Design Principles:
A solid understanding of service design principles, methodologies, and frameworks is essential. This includes knowledge of user-centered design, design thinking, customer experience mapping, service blueprints, and other service design tools.

  • Project management
  • Analytical and Problem-Solving Skills
  • Strong communication and collaboration skills to work effectively with crossfunctional teams.
  • Solid understanding of IT service management frameworks (e.g., ITIL) and industry best practices.
  • Certification in ITIL Foundation or other relevant ITSM certifications is a plus
  • Familiarity with ITSM tools and platforms (e.g., ServiceNow, JIRA) is preferred