Solution Architect (International Institutions)

Business Unit

Belgium - Bid Division

Main Responsibilities

Serco is seeking an experienced Solution Architect to design compelling, deliverable and commercially viable technology solutions for our International Organisations (IO) customers across Europe.

The role will focus particularly on:

• Service Desk & End-User Computing
• ITSM & Service Integration
• Cloud, Infrastructure & Workplace
• Cybersecurity & Identity

Working as part of multidisciplinary bid teams, you will translate complex customer requirements into coherent end-to-end solutions covering people, processes, technology, security, governance and commercial considerations.

Key responsibilities include:

• Lead the design of end-to-end solutions for medium and large IO opportunities.
• Analyse customer requirements and translate them into clear solution architectures, Target Operating Models and compelling value propositions.
• Design integrated solutions spanning Service Desk, End-User Computing, ITSM, Service Integration, Cloud, Infrastructure, Workplace, Cybersecurity and Identity services.
• Define solution components, service boundaries, integrations, responsibilities and dependencies across Serco, customers, partners and suppliers.
• Develop current-state, future-state and transition approaches, ensuring solutions are practical and deliverable.
• Ensure security, privacy, resilience, business continuity and regulatory requirements are embedded within the solution.
• Work with Operational Leads, SMEs, Commercial and Finance teams to develop resource models, technical assumptions, service levels, cost drivers and solution pricing.
• Lead solution workshops and contribute to customer dialogue, clarifications, presentations and solution-defence sessions.
• Produce clear and compelling solution content, diagrams and technical responses for bid submissions.
• Identify and manage solution risks, assumptions, dependencies and opportunities throughout the bid lifecycle.
• Evaluate technologies, platforms, partners and suppliers and introduce relevant innovation, including cloud, automation, AI, self-service and modern security capabilities.
• Present and defend solutions through Serco governance reviews, ensuring alignment between the technical solution, commercial model, implementation approach and contractual commitments.
• Support successful handover of winning solutions to Transition and Operations teams.
• Capture lessons learned and contribute to reusable propositions, reference architectures and solution patterns for future opportunities.

Qualifications

Essential technical and professional skills, knowledge and qualifications:

• Strong background in solution architecture, enterprise architecture, systems engineering or service design for complex technology-enabled services.
• Demonstrable knowledge of several of the following areas:
  • Service Desk & End-User Computing
  • IT Service Management and SIAM
  • Cloud, infrastructure and digital workplace
  • Cybersecurity and Identity & Access Management
• Ability to design end-to-end solutions covering people, processes, technology, information, governance and suppliers.
• Experience developing Target Operating Models, transition approaches and service integration models.
• Good understanding of service management, cloud, infrastructure, workplace technologies, cybersecurity and identity concepts.
• Certifications/familiarity with frameworks and standards such as TOGAF, ITIL, SIAM, PRINCE2, ISO/IEC 20000 and ISO/IEC 27001.
• Strong commercial awareness and ability to balance solution quality, deliverability, risk and affordability.
• Excellent analytical, written and verbal communication skills, with the ability to explain complex technical solutions to both technical and non-technical stakeholders.
• Strong workshop facilitation, presentation and stakeholder-management skills.
• Ability to work effectively with multidisciplinary teams, partners, subcontractors and technology suppliers.
• Proactive, methodical and resilient, with the ability to work autonomously in a fast-paced bid environment.
• Professional proficiency in written and spoken English is essential; knowledge of French or another European language would be an advantage.

Essential Experience

• Degree or equivalent professional experience in a relevant technical, engineering or information systems discipline.
• Relevant experience designing complex technology or service solutions.
• Experience supporting or leading solutions for competitive bids, major procurements, transformation programmes or service transitions.
• Experience working across Technology, Operations, Commercial, Finance, Security and Business Development functions.
• Experience with International Organisations, European institutions, public-sector organisations or similarly complex and regulated customers would be highly advantageous.