Managed Services - Service Architect

NTT Limited; Petaling Jaya; On-site; MYR 240,000 - 300,000; Full time

Job summary

NTT DATA is seeking an experienced Managed Services Service Architect to join our APAC practice in Malaysia. You will shape integrated managed service solutions across cloud, infrastructure, OS, databases, service desk, security and applications, delivering an ITIL-aligned operating model.

The role includes transition and transformation, platform-enabled operations, AIOps and automation to improve outcomes, scalability and cost efficiency.

Qualifications

• Experience in service architecture, managed services solutioning or complex presales within a global SI, MSP or consulting environment.
• Strong English communication and workshop facilitation skills, with confidence presenting to CIO/CTO leaders.
• Broad enterprise IT operations knowledge across cloud, infrastructure, OS, databases, networks, service desk, security and applications.
• Integration capability across towers is essential.
• Solid knowledge of ITIL and core service management practices (incident, problem, change, request, event...).
• Experience designing managed service operating models, governance, RACI/accountability and multi-supplier integration.
• Experience shaping transition and transformation, including mobilisation and tool/process integration.

Responsibilities

• Lead service architecture for managed services opportunities, renewals and new ITO pursuits.
• Translate customer requirements into an integrated end-to-end operating service.
• Design target operating models covering governance, service management, delivery organisation and accountability.
• Integrate multiple towers into one coherent managed service.
• Shape transition and transformation, including mobilisation, knowledge transfer and tooling integration.
• Design platform-enabled operations using ITSM, monitoring, observability, and AI-enabled delivery.
• Develop resource and delivery models balancing onshore, nearshore and offshore capability.

Skills

Service architecture

Presales experience

Workshop facilitation

English communication

IT operations knowledge

Tools

ITSM/ServiceNow

Observability

AIOps

Automation

Orchestration

Self-service

AI-enabled operations

Job description

Role Overview

NTT DATA is looking for an experienced Managed Services Service Architect to join our APAC Managed Services practice in Malaysia, primarily supporting customers and pursuit teams across Australia and New Zealand. This role shapes integrated managed service solutions across private and public cloud, infrastructure, operating systems, databases, service desk, security and applications. The successful candidate will combine these towers into a coherent ITIL-aligned operating model, including transition and transformation, platform-enabled operations, AIOps, automation and AI-assisted delivery to improve service outcomes, scalability and cost efficiency.

Key Responsibilities

Lead service architecture for managed services opportunities, renewals and new ITO pursuits, translating customer requirements into an integrated end-to-end operating service. Design target operating models covering governance, service management, delivery organisation, accountability, supplier integration, service levels, reporting and continual improvement. Integrate multiple technology towers - private/public cloud, infrastructure, operating systems, databases, networks, service desk, security and applications - into one coherent managed service. Shape transition and transformation, including mobilisation, knowledge transfer, tooling integration, service acceptance, stabilisation and the move from current-state to target operations. Design platform-enabled operations using ITSM, monitoring, observability, AIOps, orchestration, automation and AI-assisted delivery to reduce noise, accelerate resolution and improve quality. Develop resource and delivery models balancing onshore, nearshore and offshore capability, service volumes, specialist skills, automation potential and FTE optimisation. Lead discovery workshops, solution shaping, service design, proposal input, assumptions, presentations, risk reviews and delivery handover. Partner with tower architects, delivery, transition, commercial and account teams to ensure solutions are technically credible, operationally executable and commercially aligned.

Required Experience

• Experience in service architecture, managed services solutioning or complex presales within a global SI, managed services provider or consulting environment.
• Strong English communication and workshop facilitation skills, with confidence presenting to CIO, CTO, technology and operations leaders.
• Broad enterprise IT operations knowledge across cloud, infrastructure, operating systems, databases, networks, end-user/service desk, security and applications.
• Deep expertise in every tower is not required; integration capability is essential.
• Strong working knowledge of ITIL and core service management practices including incident, problem, change, request, event, configuration, availability, capacity, service levels and continual improvement.
• Proven experience designing managed service operating models, governance, RACI/accountability, service levels, reporting and multi-supplier integration.
• Experience shaping managed services transition and transformation, including mobilisation, knowledge transfer, tooling/process integration, service acceptance and operational readiness.
• Practical understanding of modern managed services platforms including ITSM/ServiceNow, observability, AIOps, automation, orchestration, self-service and AI-enabled operations.
• Commercial awareness linking scope, demand volumes, delivery locations, productivity, automation, resourcing and service levels to a credible cost and operating model.

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.

Innovation and Future

Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future.

You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!