Responsibilities:

Opportunities Analysis and Service Portfolio Mapping:

*Analyze INFRA opportunities documentation to map requested services to Stefanini's INFRA (Infrastructure Services) TSMO portfolio for offer formulation, ensuring calibration across division towers.

*Co-assess Customer Process Maturity for the targeted areas, highlighting critical aspects to be tackled before, during or after service commencements.

*Support Sales/Pre-sales teams in ensuring accurate, comprehensive, and efficient understanding of customer requirements.

Solution Design and Modeling:

*Understand service delivery complexity for TSM (Technical Service Management), CM (Change Management), PM (Problem Management), IM (Incident Management), TKM (Technical Knowledge Management) and Catalogue Management areas to identify the required expertise and job grading for the solution.

*Perform allocation exercises and pricing models development for TSMO services, leveraging potential synergies across towers/divisions to optimize cost efficiency.

*Prepare detailed solution documentation: service descriptions, delivery models, assumptions, and RFx responses.

*Liaise with other towers within INFRA and Presales divisions to enable comprehensive service solutions, ensuring a holistic approach from design to delivery.

Internal & External Engagement:

*Participate in Bid Defenses, Q&A; stages and/or Clarification meetings representing the Technical Service Management area in Stefanini in front of potential and existing customers, being able to steer strategic conversations.

*Participate in standardization and overarching CSI activities for INFRA division as member of TSMO Professional Services.

Continuous Learning and Improvement:

*Stay updated on industry best practices, ITIL 5, and SIAM methodologies to continuously improve the solution design and delivery processes.

*Participate in internal training and knowledge sharing sessions to foster a culture of continuous learning within the organization.





*As an added value for recurring research, support the recommendation of emerging technologies, tools, and methodologies that can enhance service management processes and cross-functional services in the context of outsourcing.

Job Requirements Details:

Requirements:

*Bachelor"s degree in Business Administration, Information Technology, Engineering, or related fields. A Master"s degree is an advantage.

*Minimum of 5 years of experience in Service/Delivery Management, with a solid background in bid management/sourcing processes, solution design, and portfolio mapping in an IT or consulting environment.

*Foundational understanding of technologies within the INFRA division portfolio, including but not limited to:

oEndpoint Management

oO365 & Exchange

oNetworking and Unified Communications

oCyber Security Services

oIT Asset Management

*Strong capabilities in representing the organization in bid defenses, clarification meetings, and strategic customer engagements with a proven record of steering conversations towards positive outcomes.

*Solid understanding of ITSM platforms and data structures.

*Demonstrated fluency in leveraging Power BI for data visualization, report creation, and dashboard development. Ability to connect to diverse data sources, transform data using Power Query, and develop interactive visuals that communicate insights effectively.

*Experience in bid management, sourcing process or at least close collaboration with Presales stakeholders

*A commitment to continuous learning and improvement, staying abreast of industry best practices, emerging technologies, and methodologies to enhance service delivery.

*Proficiency in developing pricing models and optimizing cost efficiency through synergies across divisions.

*ITIL 5 Foundation and SIAM Foundation certified (preferred)

*Excellent verbal and written communication skills, with the capacity to engage effectively across internal teams and with external stakeholders.

*Results orientation: focuses on the delivery of targets, quality and deadlines

*English proficiency

📌 Solutions Architect, Lead (India)
🏢 Stefanini
📍 India