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Director- Consulting & Solutioning
Overview:
Role Purpose
Mandate Across 4 Workstreams
Prodapt is the largest specialized player in the Connectedness industry. As an AI-first strategic technology partner, Prodapt provides consulting, business reengineering, and managed services for the largest telecom and tech enterprises building networks and digital experiences of tomorrow. A ServiceNow-invested company, Prodapt has been recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider. A “Great Place To Work® Certified™” company, Prodapt employs over 6,000 technology and domain experts across the Americas, Europe, India, Africa, & Japan. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 32,000 people across 80+ locations globally.
Role Purpose
Lead end-to-end solution architecture for the TELUS MST program and provide architecture direction, design governance and hands-on solution leadership across customer journeys, PSR catalogue modelling, ITIL 4 practice implementation in ServiceNow, and the Intelligent Solution Workbench.
Primary stakeholders: Product Owners, Enterprise Architects, Solution Designers, ServiceNow CoE, Data Platform Designers, Process Designers, CMDB Lead, Day 2 leaders, Operations stakeholders and customer-facing delivery teams.
Mandate Across 4 Workstreams
1. Customer Journeys: Lead documentation and target-state design for all 34 user and customer journeys in line with ITIL 4 practices and the Day 0 / Day 1 / Day 2 onboarding-to-operations flow.
2. PSR Catalog: Define PSR models for TELUS MST products, including product / service / resource taxonomy, standard SKUs, baseline support KPIs, runbooks, readiness criteria and service-aware CMDB linkages.
3. ITIL Practices in ServiceNow: Translate applicable ITIL 4 practices into ServiceNow TSM / App Engine workflows, approvals, CMDB, knowledge, change, governance, audit and Day 2 operating controls.
4. Intelligent Solution Workbench: Architect a lite-touch, AI-heavy onboarding application on ServiceNow for intake, enrichment, design validation, orchestration, CMDB enforcement, DQI scoring, remediation and operations handoff.
Responsibilities:
- Own target-state architecture across business process, application, integration, data, security and operational layers for the TELUS MST solution landscape.
- Establish architecture principles, solution guardrails, decision logs and design governance for the four workstreams; review HLD / LLD and de-risk delivery choices.
- Guide solution designers, process architects, ServiceNow teams, data designers, network SMEs and operations leads; mentor the team and unblock architecture decisions.
- Define end-to-end integration and data patterns across ServiceNow, CRM / SFDC, Netcracker, SIMS, ScienceLogic and enterprise data-quality services.
- Ensure PSR, service / resource models, catalog items, KPIs, CI standards, relationship models and KB / runbook structures are coherent, supportable and scalable.
- Drive architecture for AI-enabled use cases such as scope harmonization, WBS optimization, design risk scoring, validation, corrective controls and learning feedback loops.
- Define DQI, CMDB, knowledge, audit and handoff controls so BAU transition is measurable, low-defect and aligned to Day 2 support readiness.
- Provide strong executive communication, workshop facilitation, RAID support, estimation inputs and sign-off support across the TELUS MST program
10+ years in enterprise / telecom solution architecture with proven ownership of complex end-to-end solutioning and transformation delivery.
- Strong hands-on ServiceNow architecture and implementation experience across TSM, App Engine and workflow-led enterprise applications.
- Good experience in PSR / product and service modelling, service-aware CMDB, CSDM-aligned structures, product / resource inventory and KPI-driven operational readiness.
- Strong knowledge of ITIL 4 practices and the ability to operationalize them for Day 2 support, governance, change, knowledge and service operations.
- Deep TELCO enterprise product and network knowledge across managed services, connectivity, SD-WAN / SASE / MPLS-type services, infrastructure, discovery and observability.
- Experience designing for data quality, traceability, lineage, operational controls, auditability and integration-led onboarding journeys.
- Strong stakeholder leadership, workshop facilitation, mentoring and executive communication skills.
- Ability to lead and guide multidisciplinary teams across architecture, process, platform, data and operations workstreams.
- Bachelors degree or equivalent combination of education and experience.
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