Service Desk Solution Architect Pre Sales

Tata Consultancy Services; Bengaluru; On-site; INR 3,500,000 - 6,500,000; Full time

Job summary

Tata Consultancy Services Bengaluru is seeking a Service Desk Solution Architect to design and anchor AI-first and GenAI-enabled Service Desk solutions, backed by strong hands-on delivery and operations experience. The role combines ITSM expertise, solution design, automation/AI enablement, and transition planning to deliver scalable, cost-efficient, and experience-driven services.

You will collaborate with sales, pursuit teams, transition leads, operations, and clients to translate requirements

Qualifications

• 8–12 years in IT Service / Service Desk roles.
• Hands-on service desk delivery and operations experience.
• Experience designing AI/GenAI-enabled service desk solutions.
• Familiarity with ITIL v4 and ITSM processes.

Responsibilities

• Architect AI-first / GenAI-enabled Service Desk solutions with practical adoption.
• Leverage hands-on delivery knowledge to design realistic support models.
• Lead RFPs, outsourcing, renewals, and transformation deals.
• Define TOMs, global delivery strategies, SLAs, KPIs and governance.
• Use data (volume, CSAT, MTTR) to justify automation and improvements.
• Collaborate with sales, transitions, operations and clients on architecture.

Skills

AI/GenAI in ITSM

Solution architecture

Presales & RFP leadership

SLA/KPI management

Data analytics

ITIL v4

Service Desk delivery

Staffing & shift planning

Automation & tooling

Security & privacy

Tools

ServiceNow

Job description

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