Enterprise Services Architect - Professional & Managed Services

At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience.

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We are seeking a strategic and technically astute Enterprise Services Architect to lead the design of Professional Services and Managed Services solutions for large enterprise customers, including net new customer acquisitions. This role bridges the gap between sales, delivery, and operations - translating complex customer needs into scalable, repeatable, and profitable service offerings. You will engage directly with enterprise customers to architect end-to-end services solutions that accelerate deployment, enhance adoption, and deliver long-term value.

The ideal candidate blends technical depth, consultative experience, and business acumen to design services portfolios that drive customer success and organizational growth.

• Partner with enterprise sales, pre-sales engineers, and delivery teams to define and design tailored service solutions (Professional and Managed Services) for large, complex customer environments.
• Lead the services discovery process, identifying customer objectives, technical requirements, and operational constraints.
• Architect comprehensive services proposals that include deployment, migration, integration, adoption, and lifecycle management components.
• Design Managed Services models that include monitoring, proactive maintenance, optimization, and ongoing technical management.
• Build detailed Statements of Work (SOWs), service definitions, and solution blueprints that align with customer expectations and internal delivery capabilities.
• Collaborate with Product Management and Operations to standardize and scale repeatable service offerings while maintaining flexibility for customization.
• Provide subject matter expertise during customer presentations, executive reviews, and proposal negotiations.
• Ensure service solutions are technically sound, financially viable, and operationally deliverable.
• Serve as a trusted advisor to enterprise customers, guiding them through service transformation and managed services adoption.
• Maintain a deep understanding of industry trends, frameworks (ITIL, ISO, etc.), and emerging technologies to ensure service innovation and competitive differentiation.

• 8+ years of experience in Services Architecture, Solution Architecture, or Professional Services design within enterprise technology.
• Proven track record designing complex Professional and Managed Services for large enterprise customers.
• Strong understanding of unified communications, collaboration, networking, or cloud infrastructure.
• Experience building detailed SOWs, service catalogs, and pricing models for enterprise-scale service delivery.
• Demonstrated ability to work cross-functionally with Sales, Engineering, and Delivery teams.
• Excellent communication, presentation, and customer-facing skills - comfortable interacting with both executives and technical stakeholders.
• Strong financial and business acumen with experience balancing customer value and delivery margin.
• Bachelor's degree in related field or equivalent work experience.

• Preferred:
• Experience in UC and CC, collaboration environments.
• Familiarity with ITIL frameworks, service lifecycle design, and managed service operations.
• Experience with automation, monitoring platforms, or service management tools (e.g., Service Now, Logic Monitor, Pager Duty).
• Technical certifications in cloud platforms (AWS, Azure, Google Cloud) or related enterprise systems.
• Master's degree in Business or Engineering.

• Architect Mindset:
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