Role Description

Role Summary

The Service Architect is responsible for designing, shaping, and governing Hybrid IT service offerings across on-premise, private cloud, public cloud, network, security, observability, and managed services environments.

Beyond service design, this role plays a critical leadership function in complex pursuits and large-scale engagements, partnering with Sales and Executive leadership to architect commercially viable, technically differentiated, and operationally sustainable solutions.

The role bridges:

• Solution Architecture
• Service Design
• Commercial Structuring
• Delivery Governance
• Strategic Deal Shaping

This position is pivotal in winning and industrializing high-value, multi-tower transformation programs and Managed Services adoption. This position reports to VP, Head of Technology Services Tribe & Managed Services.

Job Description

Key Responsibilities

Complex Engagement & Pursuit Leadership

• Lead technical strategy for large RFP/RFQ and proactive pursuits.
• Architect multi-year transformation roadmaps (Hybrid Cloud, Modernization, Managed Services).
• Conduct discovery workshops with C-level stakeholders.
• Shape deal constructs including:
• Multi-tower managed services
• Outcome-based contracts
• Transition & transformation models
• Risk-sharing or co-investment frameworks
• Define transition approach from incumbent providers.
• Drive win themes, differentiators, and competitive positioning.
• Present solution architecture to executive boards and procurement panels.
• Ensure solution defensibility during commercial negotiation phases.

End-to-End Service Architecture

• Design standardized, scalable Hybrid IT service blueprints.
• Architect services across:
• Private Cloud (VMware, Nutanix, OpenShift)
• Public Cloud (AWS, Azure, GCP, Huawei Cloud)
• Network & SD-WAN
• Cybersecurity
• Backup, DR & Resilience
• Observability & AIOps
• Develop reference architectures and service catalogs.
• Ensure service repeatability and industrialization.

Transition & Transformation Governance

• Design Transition & Transformation (T&T) frameworks:
• Knowledge transfer models
• Phased migration strategy
• Stabilization plans
• Identify delivery risks and mitigation strategies.
• Embed automation-first and observability-driven operations.
• Align operating model to DevOps / SRE maturity goals.

Commercial & Financial Structuring

• Partner with Finance & Pricer to:
• Develop cost models
• Validate margin assumptions
• Define pricing strategies (consumption / subscription / outcome-based / financial leasing model)
• Balance competitiveness vs profitability.
• Assess delivery complexity, staffing model, and operational overhead.
• Define scalable staffing ramp-up and ramp-down models.

Governance, Risk & Compliance

• Embed security-by-design and zero-trust principles.
• Ensure regulatory compliance (CII, financial services, public sector where relevant).
• Design high-availability and disaster recovery frameworks.
• Ensure contractual SLAs are technically achievable and defensible.

Cross-Functional Technical Leadership

• Act as technical lead in bid war rooms.
• Coordinate across:
• Domain Architects
• Engineering & SRE
• Cyber & Compliance teams
• Sales & Account leadership
• StarHub Internal Business Groups
• Mentor junior architects in service-oriented thinking.
• Drive architectural governance throughout deal lifecycle.

Qualifications

Experience & Qualifications

• 12+ years in Hybrid IT, Infrastructure, or Managed Services.
• 5+ years leading complex pursuits (> 3M contract value).
• Demonstrated experience in:
• Large-scale outsourcing
• Multi-tower managed services
• Cloud transformation programs
• Strong commercial understanding (TCO, ROI, pricing models).
• 5+ years in architecture or service design role.
• Proven experience in RFP solutioning and service costing.
• Strong understanding of ITIL v4 service management principles.
• Experience working with enterprise or government clients preferred.

Certifications

Certifications

• TOGAF
• ITIL v4
• AWS/Azure/GCP Architect
• Red Hat / VMware / Nutanix certifications
• Huawei, Cisco, Aruba and relevant Enterprise Networking Certifications
• CISSP or equivalent (advantageous)

Key Competencies

Key Competencies

• Complex deal shaping & solution defensibility
• Executive storytelling & board-level presentation
• Commercial acumen & risk modeling
• Multi-domain technical depth
• Strategic thinking & service productization
• Negotiation support & stakeholder influence