Practice Architect

TEKsystems • Baltimore, MD

14d • $128,000 - $192,000 • Remote

About The Position

The Practice Architect designs, develops, and implements operations solutions for clients, including next-generation zero-touch services. Working with sales, delivery, technical teams, customers, and business stakeholders, the role translates business and technical needs into solution architectures and oversees project execution. The Practice Architect provides thought leadership, best practices, and industry insights to help clients optimize operations and customer experience, while ensuring teams deliver high-quality, efficient end-user support.

The position coordinates solution delivery, project communications, risks, issues, changes, knowledge transfer, and delivery teams. It also supports practice and product-line management through project and product-line reviews, customer relationships, pipeline refinement, account strategy, and the development of reusable intellectual property and best practices. Management duties include understanding and managing customer and contract requirements, engagement profitability, delivery methodology, future business opportunities, and the mentoring and performance management of team members.

This is a permanent, fully remote position based out of Baltimore, Maryland. The listed pay range is $128,000–$192,000 per year. Individual compensation depends on factors including qualifications, skills, experience, job knowledge, and geographic location.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, or a related field.
• At least 15 years of experience designing, implementing, and managing operations processes and tools.
• Experience in Enterprise Operations Center execution, including creation of a new operations center, acquisition of infrastructure support, or evaluation or consulting experience in data center management, NOC, Infrastructure Support L1–L3, or Incident/Problem/Change Management.
• Strong knowledge and skills in ITSM tools and platforms such as ServiceNow, Jira Service Management, Zendesk, or Remedy.
• Certification in ITIL or another relevant framework.
• Excellent communication, presentation, and interpersonal skills, including frequent interaction with external customers at 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.

Responsibilities

• Understand customers’ business and technical requirements in relation to the solution and agreed statement of work.
• Develop and mature solution designs with customers and stakeholders, manage expectations, and resolve project, stakeholder, and delivery issues.
• Coordinate the assembly of delivery teams for new engagements with practice support, delivery, and account team members.
• Consolidate delivery status and agreed costing information across project stakeholders.
• Address and communicate delivery escalations to clients, consultants, and managers.
• Implement knowledge-management and communication processes for transferring knowledge from sales and solutions teams to delivery.
• Manage delivery risks and issues and facilitate resolution, notifying affected parties as appropriate.
• Identify and coordinate the delivery change-control process.
• Conduct periodic project and program analysis, product-line reviews, and product-line health checks with practice and delivery resources.
• Examine customer referenceability and maintain relationships with customers and account team members.
• Refine the practice pipeline and product-line attributes based on metrics, analysis, market fit, and technological changes.
• Support development and execution of account strategy with internal stakeholders.
• Capture, develop, and refine reusable intellectual property from projects, programs, and engagements for future training and delivery.
• Coordinate development of subject-matter materials and best practices to improve product lines and delivery.
• Manage customer delivery and environmental requirements and ensure understanding and acceptance of deliverables, costs, contract type, timelines, risks, assumptions, and customer satisfaction.
• Ensure the delivery methodology is understood and followed from project initiation through closeout, including sales-to-delivery knowledge transfer.
• Manage financial and contractual responsibility for engagement profitability.
• Identify additional business opportunities and support future business pursuits through quality results and escalation to internal stakeholders.
• Mentor, manage, and develop product and project team members; team size may range from three to more than ten members.
• Conduct annual reviews and provide employee performance feedback throughout the year where required.
• Communicate and execute Human Resources policies and procedures according to internal and consultant HR policies.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Critical illness, accident, and hospital coverage
• 401(k) retirement plan with pre-tax and Roth post-tax contributions
• Life insurance, including voluntary life and AD&D coverage for employees and dependents
• Short- and long-term disability coverage
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Paid time off, vacation, or sick leave
• Additional earnings may be available through incentive programs such as annual bonuses and profit sharing

What This Job Offers

• Job Type: Full-time
• Career Level: Senior