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.

The candidate will play a key role in presales engagements, working closely with Sales, Consulting, and Service Line teams to shape solutions that are operationally effective, technologically relevant, and commercially competitive. The role will primarily leverage platforms such as ServiceNow, while remaining tool-agnostic to support customers with diverse ITSM/DSM ecosystems.

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.

Digital Work Place - Pre Sales Solution Architect