Service Desk Solution Architect Pre Sales

Role & responsibilities

Role Summary

The Service Desk Solution Architect is responsible for designing and anchoring AI-first and GenAI-enabled Service Desk solutions, backed by strong hands-on experience in Service Desk delivery and operations.

The role combines ground-level delivery understanding (SLAs, KPIs, tooling, staffing, operations) with ITSM expertise, solution design, automation/AI enablement, commercial modeling, and transition planning to deliver scalable, cost-effective, and experience-driven Service Desk solutions.

The architect works closely with sales, pursuit teams, transition leads, operations, and clients to translate business requirements into robust service desk operating models and technical architectures.

Key Responsibilities

AI / GenAIDriven Solution Design

• Architect AI-first / GenAI-enabled Service Desk solutions using:
• Virtual agents, agent assist, conversational AI, and automation
• AI-led triage, resolution guidance, ticket summarization, and knowledge creation
• Self-help, self-heal, and contact deflection use cases
• Define practical GenAI adoption across the Service Desk lifecycle, ensuring:
• Measurable productivity, SLA, and experience improvements
• Alignment to enterprise security, data privacy, and responsible AI standards

Service Desk DeliveryLed Solutioning (Critical)

• Leverage hands-on Service Desk delivery and operations experience to:
• Design realistic support models
• Define staffing, shifts, skill pyramids, and escalation paths
• Demonstrate strong ground-level understanding of:
• SLAs, KPIs, XLAs, service credits, and operational risks
• Incident, Request, Major Incident, Knowledge, and Quality processes
• Daily delivery challenges and transition risks
• Use data analysis (volume trends, AHT, MTTR, backlog, deflection, CSAT) to drive:
• Solution assumptions
• Productivity baselines
• Automation and AI benefit cases

RFP, Presales & Managed Services Transformation

• Lead Service Desk solutioning for RFPs, outsourcing, renewals, and transformation deals
• Define:
• Target Operating Models (TOMs) and global delivery strategies
• AI and automation roadmaps for steady-state and transformation
• SLA / KPI / XLA frameworks and governance models
• Support commercial solutioning including:
• FTE modeling and productivity levers
• Automation-led cost optimization
• Outcome- or experience-linked constructs where applicable

Preferred candidate profile

8 - 12 years of IT Service / Service Desk experience

• Hands-on experience in Service Desk delivery / operations, including:
• SLA/KPI management, reporting, and service stability
• Transition or steady-state delivery ownership
• Prior experience as Solution Architect or Pre-sales Lead for Service Desk services
• Proven exposure to AI / GenAI and automation applications in IT support
• Strong analytical mindset with comfort in data-driven solutioning
• ITIL v4 certified (preferred); ServiceNow or AI-related certifications are a plus
• Strong written and verbal communication