Senior Service Design and Presales Architect

Senior Service Design and Presales Architect

Location - Remote with occasional travel to customer sites

The Service Design and Presales Architect is a senior, hands-on role responsible for defining, positioning and shaping our Managed Services. You will lead the service design workstream across bids and proposals, translating customer needs into clear, compelling, and operationally sound service models.

The role includes designing repeatable and scalable services, including service scope, levels, governance, and supporting commercial viability. You will collaborate with Sales, Bid Management, Delivery Practice, Operations and Solution Architecture to ensure proposed services are deliverable and effectively transitioned into operations.

• Lead the service design and presales workstream across RFIs, RFPs, ITTs, CQs PQQs and tender responses, ensuring all service-related documentation is accurate, high quality, and clearly demonstrates customer value, benefits and outcomes. Engage with customers and internal teams to validate requirements, translating these into clearly defined, realistic service models, customer journeys, and operationally viable solutions.
• Lead the creation of high-quality, comprehensive Statements of Work, ensuring clarity, operational feasibility, and alignment with customer requirements. Take ownership of the document approval process, including securing internal sign-off and obtaining customer agreement/signature, to ensure all commitments are formally validated and fully actionable.
• Take responsibility for end-to-end costing and resourcing of Managed Services, including labour, tooling, licensing, capacity planning, onboarding effort, and ongoing operational effort. Work closely with Finance, Commercial, Product, Operations, Legal, and Solution Architecture teams to ensure assumptions, risks, dependencies, and delivery requirements are fully understood and reflected in cost models and pricing structures.
• Develop and articulate win themes and value propositions that demonstrate how proposed services meet customer requirements and deliver measurable value and collaborate with Sales and Bid Management to structure proposals, align with customer priorities, and address gaps or weaknesses.
• Represent the organisation as the senior presales authority in customer meetings, workshops and deal review boards. Lead qualification, scoping, and progression of opportunities, confidently presenting our propositions while articulating the service model, delivery approach, commercial structure, and expected outcomes. Provide strategic guidance, address complex customer requirements, and influence decision-making to secure commitment and strengthen long-term relationships.
• Proactively challenge assumptions, identify opportunities for innovation, recommend improvements to service design and delivery approaches, and ensure all customer commitments are realistic, deliverable, clearly documented, and properly transitioned into operational teams via SME’s with appropriate governance approvals.
• Drive the continuous evolution of the Managed Service presales strategy, taking a proactive role in analysing win/loss outcomes, identifying trends, and recommending targeted improvements. Maintain a deep and authoritative understanding of our Managed Service portfolio, go-to-market strategies, capabilities, and key service areas to qualify opportunities effectively, provide strategic guidance to the business, and maximise revenue generation potential.
• Take full accountability for the end-to-end presales lifecycle for assigned opportunities, ensuring each engagement is expertly managed from initial qualification through to formal closure and seamless transition into BAU support. Act as the senior presales authority, ensuring all commitments are deliverable, aligned with operational capabilities, and positioned to secure long-term customer success
• Support Sales during contract negotiations, renewals and change controls, providing service design insight to ensure agreements remain deliverable, aligned with the proposed service model and commercially sound