Senior Services Solution Architect

Diversified • Chicago, IL

2d

About The Position

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, and operationally deliverable. In parallel, the role contributes to the development of scalable, repeatable service offerings, supporting long-term service & revenue growth, and portfolio evolution.

Requirements

• 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
• 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
• 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

Nice To Haves

• 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

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• Multiple medical plan options to suit your family’s needs
• Dental (including orthodontic coverage) and vision plans
• Company paid Basic Life, AD&D, Short-Term and Long-Term Disability Insurance, and Employee Assistance Plan (EAP)
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• 401k with Employer Match
• Paid Time Off and Paid Holidays
• Voluntary Benefits: Critical Illness, Hospital Indemnity, Accident Insurance, Pet Insurance, Homeowners and Auto Insurance, Supplemental Term and Dependent Life and AD&D, and Legal Services
• Commuter Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed