[Hiring] Service Architect @Wifinity

Role Description

Wifinity is strengthening its ability to define, document, and standardise the service layer across our managed service offerings. This role, within our Pre-Sales Engineering team, is to provide opportunity-driven service solutions ensuring customer requirements and tender asks are translated into structured, costed and deliverable service proposals. The Service Architect will also act as a cross-business ‘authority’ for how Wifinity’s services are defined and articulated; enabling Pre-Sales, Sales, Operations, and Product teams to work from consistent, high-quality definitions.

Key areas of focus:

• Tactical Service Definition for Live Opportunities
  • Work with Pre-Sales Technical Architects to interpret service-related customer requirements during tenders and bids and design solutions that fully meet these requirements.
  • Define service processes – that are fully supported by operational teams - such as onboarding workflows, SLAs, ticketing flows, reporting expectations, and customer interaction models.
  • Provide clear descriptions for use in proposals, SoWs, MSAs and tender submissions.
  • Work with commercial colleagues to ensure that service proposals are costed.
• Convert Customer Requirements Into Structured Service Parameters
  • Translate recurring customer asks (e.g., service desk integration, workflow expectations) into standardised service parameters.
  • Identify when requests fall outside existing catalogue boundaries and recommend extensions or escalations.
  • Feed insights into long-term product development where brand-new service concepts emerge.
• Standardisation of the Product Catalogue (Service Layer)
  • For each catalogue item, define:
    • Specifications and service scope
    • Workflow and fulfilment process
    • Parameters and selectable options
    • Operational guidance
  • Ensure Pre-Sales and Delivery teams have clarity on what is standard vs. what requires bespoke handling.
• Cross-Team Collaboration
  • Work with Operations to validate workflows and ensure service definitions are deliverable.
  • CRM/business system teams to confirm parameter lists, values, and system impacts.
  • Product Development to hand over new requirements.
  • Sales to support tactical opportunity prioritisation.
  • B2B Proposition to align customer insights and market direction.
  • Draft service-oriented operational text for inclusion in contracts (e.g., MSAs) with review from Legal/Commercial.
• Build Reusable Service Assets
  • Create standard FAQ-style responses to recurring tender questions.
  • Produce reusable service definition templates.
  • Capture learnings from large bids (Butlins, Warner, ESS, etc.) to improve future responses.
  • Identify repeated bespoke work that should become standardised offerings.
• Customer Driven
  • Identify and assess customers’ needs to achieving and exceeding customer satisfaction.
  • Build sustainable relationships and trust with customers through open and interactive communication.
  • Handle customer queries, provide appropriate solutions and alternatives within the expected time frame and follow up to ensure resolution.

Qualifications

• Strong analytical skills; able to turn ambiguous requirements into structured artefacts.
• Strong written skills, with ability to create clear service descriptions and workflow text.
• Independent worker who can manage a tactical workload and operate under time pressure.

Requirements

• Experience defining service processes, customer journeys, operational workflows or similar.
• Background in managed services, SaaS, MSP, telco, or similar service-based environments.
• Experience supporting presales or bid processes.
• Comfortable engaging with customers, for example facilitating workshops to clarify and develop service requirements and solutions.

Benefits

• Competitive salary and benefits package.
• ‘Annual Leave Buy & Sell Scheme’.
• Remote first working environment, allowing flexibility for a healthy work/life balance.