Practice Architect - Amazon Zoox (Enterprise Management)

TEK Systems; United States; On-site; USD 128,000 - 192,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Employee Assistance Program

Time Off / PTO

Job summary

TEKsystems Global Services seeks a Practice Architect to design, develop, and implement operations solutions for clients, including next-gen zero-touch services. You'll collaborate with sales, delivery, and technical teams to capture business needs, craft a solution architecture, and oversee project execution.

You will provide thought leadership, best practices, and industry insights to optimize operations and customer experience.

Qualifications

• Bachelor's degree required in CS, IS, or related field.
• 15+ years of experience designing and managing operations processes.
• Strong ITSM/tools knowledge and client-facing experience.

Responsibilities

• Understand customer requirements and translate them into delivery plans aligned with the SOW.
• Lead cross-functional delivery teams and coordinate with sales, delivery, and accounts.
• Manage delivery risks, issues, and change control while maintaining profitability.
• Contribute thought leadership and best practices to improve operations and customer experience.

Skills

Communication

Presentation

Interpersonal skills

Analytical thinking

Problem-solving

Leadership

Education

Bachelor’s degree in Computer Science, Information Systems, or related field

Tools

ServiceNow

Jira Service Management

Zendesk

Remedy

Job description

Overview

Before applying for a TGS role, internal employees must discuss their interest with their current manager.

Please share this direct link with your manager so they can submit their approval. Your application cannot move forward until the form is completed.

This Practice Architect role will be responsible for designing, developing, and implementing operations solutions for our clients. This includes designing our next-gen zero-touch services. You will work closely with the sales, delivery, and technical teams to understand the client's business needs, create a solution architecture, and oversee the execution of the project. You will also provide thought leadership, best practices, and industry insights to help our clients optimize their operations and customer experience. This role will also work closely with business stakeholders to ensure that the team in place delivers high-quality and efficient support to the end users.

Responsibilities

Skill set Summary

Solution Delivery:

• Gain a clear understanding of customers’ business requirements and their technical requirements based upon the developed solution and agreed statement of work (SOW).
• Understand, develop, and mature the solution design by collaborating with customers and stakeholders to manage their expectations and resolve project, stakeholder, and delivery issues in a timely manner.
• Facilitate internal communication and coordinate the assembly of a delivery team for new engagements to include practice support, delivery (regional and/or practice), and account team members.
• Consolidate delivery status and agreed costing information across the project stakeholders.
• Ensure delivery escalation procedures are addressed and communicated to clients, consultants, and managers.
• Implement knowledge management strategy and communication process and procedures for knowledge transfer from sales/solutions to delivery.
• Perform delivery risk and issue management and facilitate issue resolution with proper notification to all affected parties.
• Identify and coordinate the delivery change control process.

Practice & Product Line Management

• Perform periodic project/program analysis, product line review, and product line “health checks” with practice and delivery resources.
• Examine customer reference-ability and establish on-going relationships with the customer and account team members.
• Refine practice pipeline and product line attributes based upon metrics and analysis as well as overall fit within the marketplace and technological changes.
• Support the development and execution of an Account Strategy in collaboration with internal stakeholders.
• Capture, develop, and refine intellectual property (IP) based upon projects, programs, and engagements; develop IP to be reusable for future training and delivery requirements.
• Coordinate subject matter material with team members for development of best practices for product lines and delivery improvements.

Management Responsibilities:

• Understand and manage customer requirements (delivery and environmental factors) to ensure contract understanding and acceptance for deliverables, cost, contract type, timeline, risk and assumptions, and customer satisfaction.
• Ensure delivery methodology is understood by team from project initiation to project closeout; sales/solution to delivery knowledge transfer.
• Financial and contractual responsibility for engagement profitability.
• Maintain awareness for additional business opportunities and support pursuit of future business through quality results and escalation to internal stakeholders when additional business opportunities may present themselves.
• Ensure delivery management methodology is followed on all client opportunities.
• Mentor, manage and develop product/project team members. Team size varies from 3 team members up to >10 team members.
• Conduct annual reviews and provide feedback throughout the year on employee performance where required.

Ensure Human Resources policies and procedures are communicated and executed according to internal and consultant HR policies.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• At least 15 years of experience in designing, implementing, and managing operations processes and tools.
• Experience in Enterprise Operations Center Execution; Creation of new Operations center, acquisition of infrastructure support, Evaluation or consulting experience (data center management, NOC, Infrastructure Support L1-L3, Incident/Problem/Change Management)
• Strong knowledge and skills in ITSM tools and platforms, such as ServiceNow, Jira Service Management, Zendesk, Remedy, etc.
• Certification in ITIL or other relevant frameworks.
• Excellent communication, presentation, and interpersonal skills. Frequent interactions with external customers at the Director level or above
• Ability to work independently and collaboratively with cross-functional teams.
• Ability to manage multiple projects and prioritize tasks effectively.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to work in a fast-paced and dynamic environment.
• Customer-oriented and service-minded attitude.

***Posting Close Date:10/27/2026 ***

This includes receiving your manager approval form.

We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification.

• US Salary range:$128,000-$192,000 Potential bonus up to: $20,000

Compensation will be determined based on a variety of factors which may include, but are not limited to, education, experience, skills, and geographic location. As an internal Allegis Employee exploring roles within TEKsystems Global Services, hiring eligibility and maintaining existing ancillary benefits are subject to change with transfer from one role to another. Please reach out to Talent Mobility for specific questions:

[e-mail].

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)
• https://www.teksystems.com/en/careers/benefits