Job Description

Purpose of the Role The Service Solution Architect is responsible for designing the endtoend service solution for complex strategic deals (e.g., multisite hospitality, holiday park groups, defence/public sector estates). They ensure Wifinity’s technical network design, operational capability, service management, and resourcing model come together into a coherent, compelling, and deliverable service proposition.

Key Responsibilities 1. EndtoEnd Service Design

• Define the overall service architecture, integrating operational processes, service layers, support model, and commercial assumptions.
• Ensure the service proposition meets the client’s operational requirements, experience expectations, and contractual obligations. 2. Operational & Service Management Design
• Design the endtoend operating model including:
• Incident, request, change & problem management
• Service desk workflows and escalation paths
• Capacity management, monitoring, reporting, and SLAs
• Align with internal service teams (Service Desk, NetOps, Field Teams) to ensure feasibility and readiness. 3. Resourcing & Delivery Model
• Define required resourcing levels across support, engineering, monitoring, field services, and onboarding.
• Work with Delivery & Operations to confirm coverage, field capabilities, and surge capacity (e.g., nationwide field resource). 4. Continuous Improvement & Innovation
• Shape ongoing improvement opportunities for client environments — feeding into QBRs, roadmap cycles, and future enhancements.
• Proactively advise on technology and operational improvements relevant to the contract lifecycle. 5. Change & Transformation Design
• Define structured change processes for large estates, multisite rollouts, migrations, and operational transitions.
• Ensure change governance aligns with customer expectations and internal capabilities. 6. Deal Support & Collaboration
• Work closely with Sales, PreSales, Commercial, Legal, Delivery and Service Management throughout the bid lifecycle.
• Support the creation of service schedules, operating model descriptions, SLAs, and implementation plans used in proposals and governance packs.
• Contribute to cost models for service elements (e.g., support effort, field engineering, monitoring, service tooling). 7. Client Engagement
• Participate in client workshops to translate operational requirements into service designs.
• Present service models, clarify assumptions, and ensure shared understanding of the endstate operating model.

Skills & Experience

• Strong background in service design, operating models, and managed service frameworks.
• Experience supporting complex bids with multiple service elements.
• Ability to bridge technical network design with operational realities and commercial viability.
• Excellent communicator able to engage senior stakeholders internally and externally.
• Familiarity with ITIL and managed service environments (monitoring, SLAs, incident/change).
• Experience in multisite environments (hospitality, MOD, housing, leisure, public sector) highly beneficial.