JR-199562 Solution Architect Lead

Hello, our name is Customertimes , but you can call us CT. We are a global digital engineering, product development, and technology consulting company. Headquartered in New York, we have a team of 1000+ experts working across 65+ countries.

About this job:
We are looking for a highly skilled ITSM Solution Architect to lead the design and implementation of scalable service management solutions. This is a senior, hands-on role for someone who has already built and delivered ITSM solutions and led presales engagements — you'll own the solution end to end, from the first client conversation through implementation.

Location: LATAM
Role overview:
In this role, you will:

- Own end-to-end ITSM solution architecture;

- Design and optimize service management processes aligned with ITIL;

- Lead presales engagements and shape solutions for prospective clients;

- Design and implement partner programs on Salesforce Partner Cloud and Experience Cloud;

- Support organizations in adopting and maturing ITSM capabilities.

How you'll make an impact:
Architecture & process design:

- Define and design end-to-end ITSM solutions;

- Develop service processes such as:
- Incident / Case Management;

- Service Requests;

- Problem & Change Management;

- Align solutions with ITIL best practices.

Presales:

- Lead presales activities, including discovery, solution design, and demonstrations;

- Own solution estimation and effort scoping for proposals;

- Present and defend the proposed architecture to client stakeholders.

Solution delivery:

- Lead the implementation of ITSM solutions across tools and platforms;

- Design and implement partner programs, including partner onboarding and portal experiences;

- Work with technical teams to ensure scalable and efficient delivery;

- Ensure quality, performance, and maintainability.

Integration & ecosystem:

- Define integrations with enterprise systems (ERP, monitoring tools, etc.);

- Ensure seamless data flow and system interoperability.

Stakeholder engagement:

- Act as a trusted advisor to clients;

- Lead workshops and architecture discussions;

- Support estimation, planning, and delivery governance.

Transformation & adoption:

- Support organizations in transitioning to ITSM practices;

- Drive process standardization and maturity improvements;

- Enable training, adoption, and continuous improvement.

What makes you a great fit:
Experience:

- 6–10+ years of experience in IT service management or an IT delivery environment, including time in a manager or director role;

- Hands-on experience with ServiceNow ITSM or another enterprise ITSM platform, across both presales and delivery;

- Proven track record of leading presales engagements;

- Hands-on experience managing and implementing partner programs on Salesforce Partner Cloud;

- Hands-on experience building solutions on Salesforce Experience Cloud;

- Background in solution design, architecture, or consulting.

ITSM expertise:

- Strong working knowledge of IT Service Management (ITSM);

- Understanding of service operations (support, ticketing, and workflows);

- Practical knowledge of ITIL frameworks and practices.

Platform experience:

Additional exposure to the following is beneficial:

- CRM / support platforms (e.g., Salesforce Service Cloud);

- Other enterprise tools (ERP, ticketing, and workflow systems).

Architecture & technical skills:

- Ability to design:
- Scalable processes and workflows;

- Data models and service structures;

- Understanding of:
- Integrations (APIs, middleware, and external systems);

- Security concepts (roles, access control, and SSO);

- Experience with system design and solution architecture principles.

Consulting & leadership:

- Strong communication and stakeholder management skills;

- Experience leading:
- Workshops;

- Discovery sessions;

- Process design discussions;

- Ability to work with cross-functional teams.

What we offer you as a CTzen:
We call oursel