Managed Services Architect

8–15 years in IT infrastructure, cloud, or application operations

Purpose

Design and maintain the technical and operational architecture for the company’s managed service offerings — ensuring they are scalable, secure, automated, and financially viable.

The MSA defines how services are built, operated, and evolved under long-term managed service agreements for both internal affiliates and external clients.

Core Responsibilities

• Solution Design: Define the end-to-end managed service architecture (e.g., cloud hosting, ServiceNow, ERP, data platforms).

• Transition & Operations Architecture: Design how services move from build to run; create operational blueprints and runbooks.

• Service Catalog Definition: Specify SLAs, KPIs, and standard service packages in collaboration with the Service Portfolio Manager.

• Automation & Tooling: Select and integrate tools for monitoring, ticketing, AIOps, observability, and reporting; design self-healing and proactive capabilities.

• Cost Modeling: Build cost structures and unit economics to ensure sustainable margins and transparency in multi-year service contracts.

• Governance, Security & Compliance: Ensure service architectures meet ITIL, ISO, and data residency/security standards.

• Continuous Improvement: Review incidents and service metrics to evolve architecture and improve efficiency.

Skills & Certifications

• Deep understanding of ITIL-aligned service operations, DevSecOps, and multi-cloud environments (AWS, Azure, GCP).

• Familiarity with ITSM tools (ServiceNow, Jira Service Management).

• Strong financial acumen and ability to design for cost efficiency.

• Certifications: ITIL v4, AWS/Azure Architect, ServiceNow Architect preferred.

Success Metrics

• Service transition success rate (operational readiness at handover).

• Reduction in incidents tied to design or architecture gaps.

• Automation coverage (% of standard ops tasks automated).

• SLA/SLO compliance across managed services.

• Gross margin improvement or cost-to-serve reduction.