Managed Services - Service Architect

NTT America, Inc.; Petaling Jaya; Sur place; MYR 180 000 - 360 000; Plein temps

Résumé du poste

NTT DATA is seeking an experienced Managed Services Service Architect to join our APAC practice in Malaysia, supporting Australia and New Zealand. This role shapes end-to-end managed service solutions across cloud, infrastructure, databases, service desk and security, aligning them into a cohesive ITIL-based operating model with automation and AI-enabled delivery.

The ideal candidate will drive transition and transformation, design governance and operating models, and lead discovery workshops

Qualifications

• Experience in service architecture, managed services solutioning or complex presales.

Responsabilités

• Lead service architecture for managed services opportunities, renewals and new pursuits.
• Design target operating models covering governance, service management, delivery organisation, accountability, supplier integration, service levels and reporting.
• Integrate multiple technology towers into one coherent managed service.
• Shape transition and transformation, mobilisation, knowledge transfer, tooling integration and service acceptance.
• Design platform-enabled operations using ITSM, monitoring, observability, AIOps, automation and AI-assisted delivery.
• Develop resource and delivery models balancing onshore, nearshore and offshore capability and FTE optimisation.
• Lead discovery workshops, solution shaping, service design, proposal input and risk reviews.
• Partner with tower architects, delivery, transition, commercial and account teams for credible and aligned solutions.

Connaissances

Managed services

ITIL

Solution shaping

Stakeholder facilitation

English communication

ITSM

AIOps

Outils

ServiceNow

Observability

Automation

Description du poste

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

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. Join our growing global team and accelerate your career with us.