Enterprise Services Architect – Professional & Managed Services

At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience.

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About the Role

We are seeking a strategic and technically astute Enterprise Services Architect to lead the design of Professional Services and Managed Services solutions for large enterprise customers, including net new customer acquisitions. This role bridges the gap between sales, delivery, and operations — translating complex customer needs into scalable, repeatable, and profitable service offerings.

You will engage directly with enterprise customers to architect end-to-end services solutions that accelerate deployment, enhance adoption, and deliver long-term value. The ideal candidate blends technical depth, consultative experience, and business acumen to design services portfolios that drive customer success and organizational growth.

Key Responsibilities

• Partner with enterprise sales, pre-sales engineers, and delivery teams to define and design tailored service solutions (Professional and Managed Services) for large, complex customer environments.
• Lead the services discovery process, identifying customer objectives, technical requirements, and operational constraints.
• Architect comprehensive services proposals that include deployment, migration, integration, adoption, and lifecycle management components.
• Design Managed Services models that include monitoring, proactive maintenance, optimization, and ongoing technical management.
• Build detailed Statements of Work (SOWs), service definitions, and solution blueprints that align with customer expectations and internal delivery capabilities.
• Collaborate with Product Management and Operations to standardize and scale repeatable service offerings while maintaining flexibility for customization.
• Provide subject matter expertise during customer presentations, executive reviews, and proposal negotiations.
• Ensure service solutions are technically sound, financially viable, and operationally deliverable.
• Serve as a trusted advisor to enterprise customers, guiding them through service transformation and managed services adoption.
• Maintain a deep understanding of industry trends, frameworks (ITIL, ISO, etc.), and emerging technologies to ensure service innovation and competitive differentiation.

Qualifications

• 8+ years of experience in Services Architecture, Solution Architecture, or Professional Services design within enterprise technology.
• Proven track record designing complex Professional and Managed Services for large enterprise customers.
• Strong understanding of unified communications, collaboration, networking, or cloud infrastructure.
• Experience building detailed SOWs, service catalogs, and pricing models for enterprise-scale service delivery.
• Demonstrated ability to work cross-functionally with Sales, Engineering, and Delivery teams.
• Excellent communication, presentation, and customer-facing skills — comfortable interacting with both executives and technical stakeholders.
• Strong financial and business acumen with experience balancing customer value and delivery margin.
• Bachelor’s degree in related field or equivalent work experience
• Preferred:
• Experience in UC and CC, collaboration environments.
• Familiarity with ITIL frameworks, service lifecycle design, and managed service operations.
• Experience with automation, monitoring platforms, or service management tools (e.g., ServiceNow, LogicMonitor, PagerDuty).
• Technical certifications in cloud platforms (AWS, Azure, Google Cloud) or related enterprise systems.
• Master’s degree in Business or Engineering
• Attributes for Success
• Architect Mindset: Can see the big picture and design complex service ecosystems that work in the real world.
• Consultative Communicator: Excels at uncovering needs, shaping solutions, and gaining customer buy-in.
• Bridge Builder: Connects sales promises with operational realities to ensure customer satisfaction and delivery success.
• Innovator: Always seeking better, more scalable ways to deliver customer value.
• Outcome-Oriented: Focused on business impact, not just technical completeness.

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70% / 30%

Mitel offers a comprehensive benefit program which includes affordable Medical, Dental, Vision, Life and Disability Insurance, Matching 401(k) plan, Paid time off (holiday, vacation and sick), Employee Assistance Program, Reward and Recognition Programs and more! Benefits may vary based on full-time or part-time employee status.

At this time, we are not offering sponsorship for US work authorization for any new job applicants.

For more information, visit Why Mitel or follow us on LinkedIn here.

Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.

Mitel provides equal opportunities to all applicants and employees. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, national origin, sexual orientation, ancestry, sex (including gender identity, pregnancy, childbirth, or related medical condition), parental status, age, religion or religious belief, creed, disability, medical condition, genetic information, marital status, citizenship status, military service, political affiliation, or any other characteristic protected by state, federal law, or local ordinance.

These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, demotions, transfers, compensation changes, training, career development programs, layoffs, and terminations.

The Affirmative Action Plan is available for viewing to any employee or applicant for employment upon request.