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Customer Projects Office - Service Architect

Date: 13-Aug-2022

Location: MADRID, ES

Company: Telefonica S.A.

About Telefónica Global Solutions

Telefonica Global Solutions manages globally the business unit of Multinationals, Wholesale and Roaming. Global Solutions delivers integrated fixed, mobile and IT services to some of the world’s top multinationals and corporations. It also provides global telecommunication services for fixed and mobile carriers, ISPs and content providers. Global Solutions develops a globally integrated and competitive portfolio for carriers and corporations that include international voice, IP, bandwidth capacity, satellite services and mobility. We are a multicultural organization, with more than 1000 employees, working in over 40 countries and speaking more than 15 languages.


The CUSTOMER PROJECTs OFFICE manages large TIC services integration projects for our international business customers. This team of experts are dedicated to understanding the business needs and providing technical and consulting support to turn them into reality, accompanying them in the design, outsourcing, transformation and management of customized TIC solutions.



The SERVICE ARCHITECT is responsible for the technical operational validations and participates in the design of the Service Model, being in charge of defining and integrating the proposal at the systems, processes and service development level.



Coordinate with T&T and technical experts to ensure that these processes, systems and service development are delivered to the regular operations of TGS. For this reason, they must participate in the phases of preparation of the proposal and in the implementation.



Presale and Negotiation:

1. As part of the offer preparation team, collaborates in the technical design of the solution, orienting the designed solution towards Operations capabilities.

2. Analyze the details of the request to identify and locate the special characteristics that influence the viability of the provision and exploitation of services.

3. Validate solutions or components of solutions provided by the Proposal Manager, with an integrated vision.

4. Carry out the validation analysis of the provision and exploitation of the solution: Analyze if the proposed solution is implantable, stable and manageable from a strictly technological point of view, of the procedures, support systems and necessary resources, in such a way that this solution can work and be managed by Telefónica Global Solutions.

5. Collaborate in the design recommendations regarding the Operations capabilities, responding to the needs demanded by the customer.

6. Quantify or provide criteria for calculating the costs and delivery times that the implementation and exploitation of the proposed solution would entail in the opportunity / offer for the items to develop capacities.

7. Analysis of the Business Case, identification and evaluation of risks that the solution entails, with an economic estimate of the same and review of the assumptions and hypotheses assumed in said case, contributing the experience of Operations in previous projects / services.

8. Provide sufficient detail on the offer so that the Proposal Manager can integrate into the technical solution the list of activities necessary to guarantee the provision and exploitation of the solution, the economic valuation of costs and risks, areas responsible for said activities / costs / risks and delivery times of the solution proposed in the designed solution. The degree of completeness of the answer is linked to the available detail of the design.

9. If systems development activities are necessary, it will be mandatory for the offer to catalog the solution proposed by Operations to guarantee traceability to the contracting, provision and / or maintenance systems.

10. Participate in the processes of continuous improvement and definition of Lessons Learned in this type of project

11. Maintenance of the risks derived from the scope changes that appear in these phases, from differences in Due Diligence and from aspects not initially contemplated.


Service transition:

1. Ensure that customer expectations are met and aligned with TGS 'operational and service delivery capabilities. Ensuring that end-to-end customer business processes and services are known and understood within the organization during the project life cycle

2. Create the documentation of the service model, the key deliverable of the project in terms of process development, systems (BSS / OSS), service models and operation for the client.

3. Identify current service problems with the service provider

4. Define the aspects of the service that must be collected during a Due Diligence.

5. Determine the knowledge transfer strategy.

6. Define the quality acceptance criteria for the service transition.



  • In-depth technical and operational knowledge in one or more of these disciplines (networks, voice, security, workplace ...). Possessing technical certifications in these matters will be highly valued.

  • Very valuable: knowledge in Cloud, Data, IoT and / or Cybersecurity. Experience in the design of operating models (processes, BSS OSS systems, service ...)

  • Experience collaborating on projects with PMP, ITIL methodologies or new ways of working (Agile, Scrum, Kanban ...).

  • English and Spanish negotiation level and highly valuable third language


If you join Telefónica

You join almost 100 years of history, you join a team of 106 nationalities present in more tan 35 countries. You join a team that works to connect people wherever they are. We are leading the digital revolution with the enthusiasm of the first day in all our businesses, creating the best digital ecosystem for our clients: network, IoT, cloud, security, innovation etc. Here, at Telefónica you count with everything you need to be the best you. We need people like you that wants to take this challenge of creating the Telefónica of tomorrow.

Telefonica is committed to the new working ways. Under our proposition “Disconnect to Reconnect” we have applied the Digital Disconnection.



We strongly believe diverse and inclusive teams become more innovative and they achieve improved results. Telefonica aims to promote and guarantee a place for everyone, just the way we are: gender, age range, sexual orientation and/or identity, culture, creed, disability or any other personal condition.