Description
Customer Experience Solution Architect (CESA) - UKIT Service Management professional with experience of IT service management, Experience of business analysis an advantage, Proven track record of business change management within a large-scale technology environment, Proven experience of developing conceptual architectures and applying architecture policy and standards
An experienced Customer Experience Solution Architect (CESA) is needed for one of our clients, a leading International Telecommunications Company for a Contract Position based in the UK
Job Description:
In the role of Customer Experience Solution Architect (CESA), you will design and architect an overall solution for the Customer Experience Framework within MS Operations, working with product specialists to complete a solution design that provides maximum value to our client’s customers. This Customer Experience (CE) Framework will be developed to support a growing need for pro-active, end-to-end service management from an end Customer perspective
Key Responsibilities:
•Provide thought leadership in CE management from a detailed understanding of the end-to-end Services Operators want to provide to their Customers
•Acting as the implementation design lead CE Framework deployments
•Use business and technical acumen to win and maintain influential relationships with key clients, Operations managers and leads and technology delivery partner
•Provide input to the design of solutions as a recognised subject matter expert
Lead the development of architectural designs by employing accepted design methods, patterns, and best practices;
•Develop plans, roadmaps and strategies for integrating CE Framework tools and associated interfaces, and work with other tools and infrastructure architects to define integrated solutions
•Ensure the client is satisfied with the design, and lead the preparation towards a successful implementation;
•Ensure work products are documented and reusable by other technical professionals
Act as an “Ambassador” for Customer Experience Framework development as a key method for Operators to improve their Customer satisfaction levels.
•Developing a strong partnership with appropriate Technology suppliers
Qualifications:
•IT Service Management professional with experience of IT service management.
•Experience of business analysis an advantage
•Proven track record of business change management within a large-scale technology environment
•Proven experience of developing conceptual architectures and applying architecture policy and standards
•Extensive experience of and participation in client facing transformations or implementations.
•Strong consulting skills.
•Experience in transforming and implementing service management processes in complex, large user population, technical environments.
•Highly resilient and capable of working independently in client organisations
•Understands cost, advantages and disadvantages of various alternative solutions.
•Keeps up to date with overall trends and changes in the technology market and in detail with those that are relevant to Customer Experience Management
•Experience of managing multiple tasks and conflicting priorities.
•Experience of developing, communicating and implementing documented procedures.
•Full Project lifecycle experience.
•Good inter-personal and team working skills
If you are interested, available and have the appropriate skills and experiences for the above position, please forward your updated resume in a word document to Karl at with the following reference FLMKL/CESA-14130 or call for further information.
Please note that we have several other projects globally, eg: Europe, North/South America, Australasia, Far East, Africa, others. Our newest projects are updated daily on www.manningglobal.com
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