The Managed Services Architect (MSA) at Sutherland is responsible for designing and maintaining the technical and operational architecture for the company's managed service offerings. This role ensures that services are scalable, secure, automated, and financially viable. The MSA will define how services are built, operated, and evolved under long-term managed service agreements for both internal affiliates and external clients.
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Core Responsibilities:
- Solution Design: Define the end-to-end managed service architecture (e.g., cloud hosting, ServiceNow, ERP, data platforms).
- Transition & Operations Architecture: Design the transition of services from build to run; create operational blueprints and runbooks.
- Service Catalog Definition: Collaborate with the Service Portfolio Manager to specify SLAs, KPIs, and standard service packages.
- 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, with the ability to design for cost efficiency.
- Preferred certifications: ITIL v4, AWS/Azure Architect, ServiceNow Architect.
Success Metrics:
- Success rate of service transitions (operational readiness at handover).
- Reduction in incidents tied to design or architecture gaps.
- Automation coverage (percentage of standard operations tasks automated).
- SLA/SLO compliance across managed services.
- Improvement in gross margin or reduction in cost-to-serve.
Work Conditions: On-site, Full-time
Location: Al Khobar, Eastern, Saudi Arabia
Language Requirements: Not specified.
