We are seeking a Solution Architect (Digital Workplace – Services Led) to drive solutioning for enterprise customers across digital workplace and end-user services transformation initiatives. This role focuses on designing and positioning end-to-end Digital Workplace solutions covering Modern Service Desk, Field Services, and Onsite Support, integrated with automation, conversational AI, chatbots, and Digital Experience Management (DEX) capabilities to enable a seamless, intelligent, and user-centric workplace experience.

Job Scope:

Strategy & Leadership

• Lead the recommendation, development, and implementation of the company’s Digital Workplace strategy and service roadmap.
• Drive digital transformation initiatives across end-user computing, service desk operations, and workplace experience.
• Evaluate emerging technologies (e.g., Conversational AI, automation, DEX platforms) and provide strategic recommendations for adoption.
• Conduct service maturity assessments to identify gaps, inefficiencies, and opportunities for workplace transformation.
• Provide technical leadership and guidance to architecture, engineering, and delivery teams to ensure sustainable and scalable service design.

Presales & Solutioning

• Engage customers throughout presales cycles to understand business requirements, user experience challenges, and transformation objectives.
• Support RFP/RFI/RFQ responses with high-quality technical proposals, service models, operating frameworks, and solution narratives.
• Design service models covering Modern Service Desk, Field Services, and Onsite Engineer support, aligned with industry best practices (ITIL/ITSM/DSM).
• Contribute to pricing strategies, considering effort models, automation potential, tooling, and service optimization levers.
• Articulate clear value propositions, including improved user experience, productivity gains, cost efficiency, and service quality improvement.
• Support internal governance, including solution reviews, risk assessments, and approvals.

Architecture & Design

• Design end-to-end Digital Workplace architectures across:
• Modern Service Desk (Omnichannel support, shift-left strategies, Knowledge Management)
• Field Services and Onsite Support models (coverage, dispatch, SLA design, site-based support)
• Conversational AI and Chatbots for self-service and ticket deflection
• Automation (workflow automation, remediation scripts, integration with ITSM tools)
• Digital Experience Management (DEX) tools for endpoint visibility and user experience optimization
• End-user computing environment (devices, OS lifecycle, application delivery, and endpoint management)
• Define target operating models, service transition approaches, and continuous improvement frameworks.
• Develop architecture standards, service blueprints, and integration patterns across ITSM and enterprise systems.
• Ensure solutions are scalable, user-centric, measurable (XLAs/SLAs), and aligned with ITIL best practices.
• Design tool-agnostic architectures while leveraging platforms such as ServiceNow where applicable.

Stakeholder & Delivery Collaboration

• Collaborate with cross-functional stakeholders to gather business, operational, and technical requirements.
• Conduct discovery workshops covering service desk operations, user journeys, support models, tooling, and experience challenges.
• Work closely with delivery teams to ensure alignment between solution design, transition approach, and operational execution.
• Collaborate with automation, AI, and platform teams to embed innovation into service offerings.
• Partner with governance, risk, and compliance teams to ensure adherence to enterprise security and data policies.

Skillsets & Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 8 years of experience in designing and delivering Digital Workplace / End-User Computing (EUC) / ITSM solutions in enterprise environments.
• Strong understanding of ITIL/ITSM/DSM frameworks, including Service Desk, Incident, Request, Problem, and Change Management processes.
• Hands-on or architectural experience with ITSM platforms (e.g., ServiceNow preferred), including workflows, integrations, and automation capabilities.
• Familiarity with Digital Workplace technologies, including endpoint management, software deployment, virtual desktops, and workplace analytics.
• Exposure to Conversational AI, chatbot technologies, automation tools, and DEX platforms is highly desirable.
• Experience in designing service operating models, SLAs/XLAs, and support structures (centralized, decentralized, hybrid).
• Strong analytical and problem-solving skills, with the ability to translate business needs into practical, scalable service solutions.
• Excellent stakeholder management, communication, and presentation skills, with the ability to engage both technical and business audiences.
• Proven ability to work across presales, consulting, and delivery teams in a fast-paced environment.

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