Senior Service Architect
New York, NY

Job Description

About NCR

NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise provider in the financial, retail, hospitality, telecom and technology industries. NCR is headquartered in Atlanta, Ga., with 34,000 employees and does business in 180 countries. NCR is a trademark of NCR Corporation in the United States and other countries.

Title: Sr Service Architect

Location: US (virtual)

Grade: 13

Position Summary:

We are looking for experienced, passionate people to join our existing presales team in North America at a time of growth in global managed services. Telecom and Technology is the IT Services division within NCR providing Customer Services across the globe. We design and deliver global field and managed services include enterprise networking, cloud networks (SD-WAN/NFV), wireless, unified communications, optical and workplace services. It's important to have a good awareness of these technology services. We offer a flexible working environment with a mix of home working, onsite customer meetings, excellent office facilities and the use of collaborative technology. This is a great opportunity to join NCR at a time of further investment in our Telecom and Technology division. This role will be Customer facing with strong service design and ITIL thinking. We are ideally looking for candidates with some knowledge or experience with customers in the retail and hospitality industries. This experience is preferred as it will enable the successful candidate to design global IT services for major customers in these sectors.

Key Areas of Responsibility:

* Customer facing experience in a global or regional service design role including presales, managed service frameworks, commercial and contract expertise
* Experience working on large strategic customer accounts an as architect
* Experience in explaining how technology services can solve business problems
* Can evangelize service capabilities with an orientation towards innovation
* Good understanding of cloud and digital concepts with an interest in market trends
* Track record working with virtual teams including service architects, professional services, engineers, project management, ops and service management
* Deep understanding of managed services, global service desks and ITIL concepts
* Strong experience in global field services and large installation and support services
* Experience designing global and/or multi-region services
* Understanding of ITSM and remote monitoring toolsets
* Can explain the business value of managed services to a customer
* Experience working with sales teams to evangelise about services
* Can demonstrate taking the lead on multiple presales engagements simultaneously for large customers finding ways to drive repeatability and innovation
* Experience in building complex cost models and innovating to refine the cost base, maximise profit and design services that delight our customers
* Work closely with bid finance and pricing analysts to create detailed pricing
* Experience of designing partner strategy to create an overall service model
* Deep understanding of contract documents including master service agreements, statements of work, adoption agreements and service levels
* At minimum experience working on deals in the range of $5million to $20million+ with multiple technology and service layers
* Experience working with PS subject matter experts to bring together service and technical components
* Working with sales help to qualify new opportunities, managing sales and customer expectations on what we can deliver
* Deliver a well-defined set of service design documents in a timely manner presenting an end to end seamless service
* Manage approvals from different stakeholders in the business for example - finance, legal, delivery and operations
* Create operations and bid review presentations to help senior internal stakeholders make decisions on any complex service elements and on the final pricing
* Maintain informal and formal relationships with senior stakeholders across the business to make decision making on new opportunities straightforward
* Can take the initiative on producing new content including design documents, proposals and presales slide materials
* Comfortable delivering presentations to customers at a senior level
* Strong knowledge and experience of ITIL3 methodology
* Track record working with senior customer stakeholders
* Strong team player who is willing to share ideas
* Willing to actively coach others to enable more team capacity and capability
* A 'can do' attitude putting the customer first
* Willing to speak up and challenge the norm bringing forward ideas on how we can change and improve presales
* Inspire our customers about how NCR can benefit their business
* Excellent interpersonal skills to help with communication and negotiation
* Excellent written and presentation skills

Basic Qualifications:

* Some experience working with major clients in the retail and/or hospitality industries (preferred)
* A technical and/or operations background is highly desirable with experience in one or more of the following areas: enterprise networking, cloud networks e.g. SDWAN, wireless or unified communications
* ITIL3 foundation and/or ITIL3 service design certification
* Experience with ISO27001 or similar security accreditation
* May have one or more other industry recognised certifications such as PRINCE2, PMP and/or technical accreditations e.g. Cisco or similar

EEO Statement

Integrated into our shared values is NCR's commitment to diversity. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. NCR does not discriminate in employment based on sex, age, race, color, creed, religion, national origin, disability, sexual orientation, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.