Service Architect

About us: Wifinity was founded in 2007 to solve a problem—our armed forces were struggling with reliable connectivity. While living in barracks, often in remote locations, ordering a landline and booking in an engineer just wasn’t an option. And that problem isn’t exclusive to the military, either. Students living in University accommodation, families visiting holiday resorts, or living in shared accommodation and retirement communities. Conventional home broadband doesn’t always work for them. Wifinity is different. We offer the same benefits as traditional broadband, such as super-fast speeds, WiFi, and secure and private networks, but none of the downsides. We even offer Pay As You Go and flexible contracts, so customers only pay for what they need without hefty penalties or long contract terms. We take the complexity out of connectivity. The opportunity: Wifinity is strengthening its ability to define, document, and standardise the service layer across our managed service offerings. This role, within our Pre-Sales Engineering team is to provide opportunity-driven service solutions ensuring customer requirements and tender asks are translated into structured, costed and deliverable service proposals. The Service Architect will also act as a cross-business ‘authority’ for how Wifinity’s services are defined and articulated; enabling Pre-Sales, Sales, Operations, and Product teams to work from consistent, high-quality definitions. Key areas of focus: Joining our Sales Engineering team, your day to day role will consist of the following responsibilities, you may be required to carry out further responsibilities at the company's discretion. Tactical Service Definition for Live Opportunities Work with Pre-Sales Technical Architects to interpret service-related customer requirements during tenders and bids and design solutions that fully meet these requirements. Define service processes – that are fully supported by operational teams - such as onboarding workflows, SLAs, ticketing flows, reporting expectations, and customer interaction models. Provide clear descriptions for use in proposals, SoWs, MSAs and tender submissions. Work with commercial colleagues to ensure that service proposals are costed. Convert Customer Requirements Into Structured Service Parameters Translate recurring customer asks (e.g., service desk integration, workflow expectations) into standardised service parameters. Identify when requests fall outside existing catalogue boundaries and recommend extensions or escalations. Feed insights into long-term product development where brand-new service concepts emerge. Standardisation of the Product Catalogue (Service Layer) For each catalogue item, define: Specifications and service scope Workflow and fulfilment process Parameters and selectable options Operational guidance Ensure Pre-Sales and Delivery teams have clarity on what is standard vs. what requires bespoke handling. Cross-Team Collaboration Work with: Operations to validate workflows and ensure service definitions are deliverable CRM/business system teams to confirm parameter lists, values, and system impacts Product Development to hand over new requirements Sales to support tactical opportunity prioritisation B2B Proposition to align customer insights and market direction Draft service-oriented operational text for inclusion in contracts (e.g., MSAs) with review from Legal/Commercial. Build Reusable Service Assets Create standard FAQ-style responses to recurring tender questions. Produce reusable service definition templates. Capture learnings from large bids (Butlins, Warner, ESS, etc.) to improve future responses. Identify repeated bespoke work that should become standardised offerings. Customer Driven Identify and assess customers’ needs to achieving and exceeding customer satisfaction Build sustainable relationships and trust with customers through open and interactive communication Handle customer queries, provide appropriate solutions and alternatives within the expected time frame and follow up to ensure resolution About you: You will be a technical specialist with the ability to interact with stakeholders of all technical levels. You are excellent at working with people and always strive to provide a customer driven approach. We are looking for someone that has/is: Strong analytical skills; able to turn ambiguous requirements into structured artefacts. Strong written skills, with ability to create clear service descriptions and workflow text. Independent worker who can manage a tactical workload and operate under time pressure. Your experience: Experience defining service processes, customer journeys, operational workflows or similar. Background in managed services, SaaS, MSP, telco, or similar service-based environments. Experience supporting presales or bid processes. Comfortable engaging with customers, for example facilitating workshops to clarify and develop service requirements and solutions. It would be nice to also have, but not essential: Experience in service architecture, business analysis, or product management. Ability to draft service-related contractual text (MSAs, SoWs). Understanding of CRM driven parameterisation (e.g., Dynamics, ServiceNow). Knowledge of Wifinity’s product ecosystem We offer a competitive salary and benefits package which includes an ‘Annual Leave Buy & Sell Scheme’, in addition to a remote first working environment, allowing our employees more flexibility when it comes to the importance of a healthy work / life balance. Please be aware that the successful applicant to this role will receive an offer which is subject to the satisfactory completion of a basic level DBS check. At Wifinity we are committed to providing a positive environment in which individuals do not encounter bullying or harassment on the basis of protected characteristics which are identified by law (including sexual harassment).We are committed to treating candidates and employees with courtesy, dignity and respect. This advert can be available in other formats (upon request) for those who require it, please contact [email protected] for assistance.