Practice Architect/NOC

Think of TEKsystems Global Services (TGS) as the growth solution for enterprises today. We unleash growth through technology, strategy, design, execution and operations with a customer-first mindset for bold business leaders. We deliver cloud, data and customer experience solutions. Our partnerships with leading cloud, design and business intelligence platforms fuel our expertise. We value deep relationships, dedication to serving others and inclusion. We drive positive outcomes for our people and our business, and we stay true to our commitments and act in harmony with our words. We exist to create significant opportunity for people to achieve fulfillment through career success.

Ready to join us?

Here is what the opportunity supported through our TGS Talent Acquisition Team requires:

This Practice Architect role will be responsible for designing, developing, and implementing operations solutions for our clients. This includes designing our next-gen zero-touch services. You will work closely with the sales, delivery, and technical teams to understand the client's business needs, create a solution architecture, and oversee the execution of the project. You will also provide thought leadership, best practices, and industry insights to help our clients optimize their operations and customer experience. This role will also work closely with business stakeholders to ensure that the team in place delivers high-quality and efficient support to the end users.

Responsibilities

Solution Delivery

Gain a clear understanding of customers business requirements and their technical requirements based upon the developed solution and agreed statement of work (SOW).

Understand, develop, and mature the solution design by collaborating with customers and stakeholders to manage their expectations and resolve project, stakeholder, and delivery issues in a timely manner.

• Facilitate internal communication and coordinate the assembly of a delivery team for new engagements to include practice support, delivery (regional and/or practice), and account team members.
• Consolidate delivery status and agreed costing information across the project stakeholders.
• Ensure delivery escalation procedures are addressed and communicated to clients, consultants, and managers.
• Implement knowledge management strategy and communication process and procedures for knowledge transfer from sales/solutions to delivery.
• Perform delivery risk and issue management and facilitate issue resolution with proper notification to all affected parties. Identify and coordinate the delivery change control process.

Practice & Product Line Management

• Perform periodic project/program analysis, product line review, and product line health checks with practice and delivery resources.
• Examine customer reference-ability and establish on-going relationships with the customer and account team members.
• Refine practice pipeline and product line attributes based upon metrics and analysis as well as overall fit within the marketplace and technological changes.
• Support the development and execution of an Account Strategy in collaboration with internal stakeholders.
• Capture, develop, and refine intellectual property (IP) based upon projects, programs, and engagements; develop IP to be reusable for future training and delivery requirements.
• Coordinate subject matter material with team members for development of best practices for product lines and delivery improvements.

Management Responsibilities

• Understand and manage customer requirements (delivery and environmental factors) to ensure contract understanding and acceptance for deliverables, cost, contract type, timeline, risk and assumptions, and customer satisfaction.
• Ensure delivery methodology is understood by team from project initiation to project closeout; sales/solution to delivery knowledge transfer.
• Financial and contractual responsibility for engagement profitability.
• Maintain awareness for additional business opportunities and support pursuit of future business through quality results and escalation to internal stakeholders when additional business opportunities may present themselves.
• Ensure delivery management methodology is followed on all client opportunities.
• Mentor, manage and develop product/project team members. Team size varies from 3 team members up to >10 team members.
• Conduct annual reviews and provide feedback throughout the year on employee performance where required.
• Ensure Human Resources policies and procedures are communicated and executed according to internal and consultant HR policies.

Qualifications

• Bachelors degree in Computer Science, Information Systems, or related field.
• At least 15 years of experience in designing, implementing, and managing operations processes and tools.
• Experience in Enterprise Operations Center Execution; Creation of new Operations center, acquisition of infrastructure support, Evaluation or consulting experience (data center management, NOC, Infrastructure Support L1-L3, Incident/Problem/Change Management)
• Strong knowledge and skills in ITSM tools and platforms, such as ServiceNow, Jira Service Management, Zendesk, Remedy, etc.
• Certification in ITIL or other relevant frameworks.
• Excellent communication, presentation, and interpersonal skills. Frequent interactions with external customers at the Director level or above
• Ability to work independently and collaboratively with cross-functional teams.
• Ability to manage multiple projects and prioritize tasks effectively.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to work in a fast-paced and dynamic environment.
• Customer-oriented and service-minded attitude.