Global Service Architect - Service Desk

The future is our choice

At Atos, as the global leader in secure and decarbonized digital, our purpose is to help design the future of the information space. Together we bring the diversity of our people’s skills and backgrounds to make the right choices with our clients, for our company and for our own futures.

The Global Service Architect (GSA) is responsible for the integration to the target Atos Operations model for a convergence and modernization of the clients’ services. Leading on the planning and execution of all service line transformation, Service Architecture, 3rd Party supply chain and client management. The Global Service Architect is the resident Subject Matter Expert on technical topics related to specific Atos Portfolio items, service offerings, or capabilities, and owns and leads the production of end-to-end High-Level Designs, combining services, technologies, and products from multiple areas. The Global Service Architect is part of the global Digital Workplace CTO Office and partners with the Digital Workplace CTO team, the DWP Portfolio Product Managers, Digital Workplace Engineering, and Delivery to ensure consistency from solution design through implementation and client value realization. 

Global Service Architect – Service Desk  

The GSA for Service Desk will be responsible for the design, subject matter expertise, and artefact ownership described above for the services related to service desk solution and architecture including contact center platforms and remote support. This person is also the technical subject matter expert and represents this space within the rest of the Global Service Architecture team inside the CTO office and collaborates with other GSAs on matters of integration, cross-service architecture, and resultant artefact creation and maintenance. 

What will you do?

• Responsible for defining an end-to-end service as it is purchased, consumed, and managed from a customer perspective.  This may encompass multiple technologies and/or technical solutions required to provide the complete service – Workplace, Server/Cloud Management, Network, Storage and Backup, Disaster Recovery, Application Monitoring etc.   Architect, design and deliver Service Solutions and relevant documented artefacts against set targets and deadlines in line with contractual commitments. 
• Align with the Win2Deliver Governance activities around Service Architecture, Technical Architecture and Product Design to ensure consistent solution design, transition and transformation, and service/product delivery. 
• Act as subject matter expert to sales, solution, T&T and delivery communities on core service area, and integrations between other services where this service is relevant. 
• Focus on achieving positive business outcomes in line with the customer business requirements. 
• Produces, manages, and maintains end-to-end architecture and designs; Putting together technologies from multiple IT systems and departments across either the application or infrastructure domains. 
• Assists the CTO team with evaluating and deciding on the right technology choices for our clients businesses. This includes focusing on; enablement, demonstration, technical sales, internal evangelism and technology strategy. 
• Provides technical guidance on behalf of product management to make sure implementations are in line with best practice and policy and meet the design requirements. 
• Ensures technical quality and assurance by participating in Architecture Governance and Technical Design peer review processes, working closely with customer and internal stakeholders as appropriate. 
• Ensures that solutions are technically sound and growth is sustainable.   

Sounds exciting? Match your experience to needed skills:

• Subject Matter Expertise in the following areas:  Global Service Desk Standards, Service Desk Reporting, Service Desk Knowledge Management and Contact Center Platforms.
• Technical experience with remote support tools, both administrative and operational and good knowledge of ITSM platforms such as ServiceNow. Experience with chatbots and voicebots is desirable.
• Experience with solution design, operations management, or strategy management in service desk architecture and operations is a must. 
• Experience in working directly with customer
• Experience in service transition from a customer
• Capability to read and write technical documentation (mainly High and Low level Designs)
• Fluent English

Boost your career ! 

What happens next ?

Quick conversation with HR (via phone)
Interview with a Manager
Feedback (1-5 business days after the interview)
Work like you want-remotely, in hybrid mode or at our office 

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.

Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. 

Choose your future. Choose Atos.