Senior Services Solution Architect

About Diversified:

Diversified is a global leader in audio visual and media innovation, recognized for designing and building the world's most experiential environments. Our award-winning team specializes in delivering solutions for the most complex, large-scale and immersive installations. Serving a global clientele that includes major media organizations and retailers, sports and live performance venues, corporate enterprises, and government agencies, Diversified partners with clients to create spaces that bring people together and keep them coming back.

What to Expect:

At Diversified, we're on a mission to create a world without boundaries, where technology enables all people to connect and experience the moments that matter, wherever they choose to be. With clients spanning the globe and an exciting pipeline of projects across industries, Diversified offers more than just a job. We offer a career path with the flexibility to grow personally and professionally, wherever your ambitions take you.

As a Diversified associate, you'll dive headfirst into big, complex, and rewarding projects that push the boundaries of what's possible. Plus, you'll enjoy a flexible work environment, competitive compensation and benefits, and a culture that celebrates diversity and inclusion.

IF YOU CAN DREAM IT, YOU CAN DO IT AT DIVERSIFIED.

Diversied work with many of the world's leading Enterprise customers, including, Google, Amazon, Netflix, AstraZeneca, Citibank, Facebook, and many others.
Our solutions are experienced by millions every day. Removing the distance. Delivering a message. Powering business. Celebrating fandom. Even saving lives.
Leveraging the best in technology and ongoing advisory services to transform businesses - connecting people, technology, and experiences.

How You'll Contribute:

Diversified is seeking a commercially driven and technically credible Senior Service Solution Architect to lead the design and continuous improvement of service solutions.
This is a senior, presales-focused service architecture role responsible for supporting complex, multi-element, service-led opportunities from early discovery through solution design, commercial modelling, contractual definition, and executive presentation.

The role sits at the intersection of Sales, Services, and Operations, with accountability for ensuring that solutions are:
* Technically robust
* Commercially sound
* Contractually clear
* Operationally deliverable
In parallel, the role contributes to the development of scalable, repeatable service offerings, supporting long-term service & revenue growth, and portfolio evolution.

What You'll Do:

1. Solution Architecture & Design
* Lead structured discovery engagements to understand business objectives, operational requirements, and service outcomes
* Define end-to-end service solutions including scope, SLAs, governance models, and transition frameworks
* Architect complex, multi-element managed services, support agreements, and staffing models
* Drive the use of standardized, repeatable service components to ensure scalability, consistency, and margin efficiency
* Ensure all solutions align with established service offerings, delivery models, operational capabilities, and support frameworks
* Define clear acceptance criteria to support seamless transition into service delivery
* Produce high-quality, executive-level proposals and detailed solution documentation
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2. Commercial & Contractual Responsibility
* Develop and validate service cost models in alignment with defined pricing frameworks and margin expectations
* Responsible for financial accuracy of solutions, ensuring compliance with margin thresholds and commercial governance standards, adjusting pricing based on risk, delivery complexity, contractual exposure, and operational considerations
* Clearly define and document all assumptions, exclusions, dependencies, and constraints to protect delivery integrity
* Own and assure the quality of Statements of Work (SOW), ensuring contractual clarity across scope, SLAs, deliverables, and obligations
* Support contract review and redlining activities, ensuring alignment between solution design, commercial position, and contractual commitments
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3. Complex Deal & RFPs
* Lead the service strategy for complex, service-led opportunities in partnership with Account Executives
* Provide subject matter expertise for service workstreams within RFI/RFP responses
* Coordinate cross-functional inputs from Sales, Operations, Delivery, and Pre-Sales teams
* Participate in client workshops, presentations, and executive-level solution discussions
* Support commercial negotiations relating to service scope, SLAs, and delivery commitments
* Participate in formal deal governance processes, ensuring solution quality, compliance, and risk mitigation prior to client commitment
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4. Delivery Readiness & Assurance
* Ensure all solutions meet internal delivery standards, frameworks, and operational acceptance criteria
* Identify delivery risks, dependencies, and constraints, and define appropriate mitigation strategies
* Validate solution delivery capability across global and regional delivery models
* Support structured handover into delivery teams, ensuring clarity and continuity
* Use feedback from delivery teams and clients to continuously improve solution design, standards, and assumptions
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5. Service Development
* Identify gaps and opportunities within our services portfolio
* Partner with services offering team, sales and service leadership to develop scalable, repeatable service offerings aligned to market demand
* Collaborate with OEMs and technology partners to shape lifecycle, consulting, and XaaS-based services
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6. Sales Enablement & Growth
* Support and guide Account Executives in qualifying service-led opportunities using clear qualification criteria
* Work with Service and Sales leadership to improve service attachment rates across project and technology sales
* Contribute to the development of service scoping tools, pricing frameworks, and proposal templates in collaboration with the services offering team
* Prioritise engagement on high-value, complex, and strategic opportunities

What You'll Bring:
Required Skills/Qualifications:

* 5+ years' experience within AV, Unified Communications, or technology services environments
* Proven experience architecting managed services and lifecycle support solutions
* Demonstrated experience supporting enterprise Account Executives on complex presales engagements
* Experience designing SLA frameworks, governance models, and service transition approaches
* Strong experience in commercial modelling, pricing structures, and margin management
* Experience contributing to or leading service workstreams within complex RFP/RFI responses
* Proven experience with Unified Communications environments and enterprise collaboration ecosystems

Technical & Commercial Capability
* Strong understanding of managed services operating models (onsite, remote, hybrid)
* Ability to solution scalable, repeatable service solutions aligned to commercial and operational objectives
* Sound commercial judgement with clear understanding of cost drivers, margin protection, and contractual risk
* Ability to structure multi-element service solutions including support, staffing, consulting, and lifecycle services

Preferred Skills/Qualifications:

* Experience developing new service catalogues or go-to-market service offerings
* Exposure to multi-site or global enterprise service models
* Knowledge of ITIL or recognized service management best practices
* Experience working with subscription-based or XaaS commercial structures
* Experience collaborating with OEMs and technology vendors to shape service propositions

Core Competencies
* Advanced discovery and consultative solution design capability
* Strong executive-level communication and presentation skills
* Ability to influence senior stakeholders and drive decision-making
* Structured and analytical approach to complex service challenges
* High attention to detail across documentation, pricing, and contractual scope
* Ability to balance client outcomes with operational scalability and risk
* Strong cross-functional collaboration across Sales, Operations, and Delivery