Family Description

Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.

Subfamily Description

Architecture (ART) covers the development of end-to-end solution architecture designed to meet specific needs and works as a part of a customer team. Contains the definition of an architecture which comprises an integration design and specification of products and / or services which makeup the solution.

Impact

Impact is short-term through individual and team contributions. Scope is primarily within own subject area in a function/unit. Actions and errors impact on program, project or function. Provides measurable input into new products, processes, standards or operational plans in support of the organisation's business strategies, with some impact on business unit/ function overall results.

Scope & Contribution

Individual Contributor: Operates autonomously in own subject area. Can analyze, develop and implement concepts and solutions as a subject matter expert. Increased awareness of and involvement outside of own subject area. Distills big picture. Makes decisions about and prioritizes own work. Managerial/Supervisory: Clear managerial responsibilities for people. Typically first level of solid line management. Interprets policies. Ensures existing plans are put into operation. Executes and/or oversees processes to meet customer needs. Responsible for analysis, design & development of policies, plans, programs.

Innovation

Carries out specialised activities/projects according to general direction. Influences others to support decisions. Works mostly independently. Analyze situations or data that requires review of relevant factors. Solutions can often be checked and proved. Demonstrates success in multiple roles and is adaptable to manage complex changing business environments.

Communication

Communicates with parties within and outside of own job function and teams, and typically has responsibilities for communicating with parties external to the organisation, which may include customers or vendors.

Works to influence others to accept job function’s view/practices and agree/accept new concepts, practices, and approaches.

Has cross-cultural knowledge and global mindset Requires ability to communicate with executive leadership regarding matters of significant importance to the organisation. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues.

Knowledge & Experience

• Management Experience / Achieved well-advanced skills of a specific professional discipline combining deep knowledge of theory and organisational practice or expertise. Recognised expert in their field (depth & breadth). Typically requires 5-8 years extensive relevant experience and/or a graduate / postgraduate equivalent degree.
• Develops customer specific architecture in dedicated area of competence.
• Identifies the BG's involved and coordinates cross-BG activities for initial phase of solution development.
• Captures and manages the functional and non-functional requirements by using industry best practices.
• Understands and captures the critical inputs of stakeholders, and translates them into effective requirements and solutions.
• Specifies and designs effective end-to-end solutions, through the high as well as low level design of architecture, to meet customer needs in a market positioning prospective.
• Applies solution architecture standards processes and principles, to create and maintain a solution's integrity over time, including verification that the solution meets the clients requirements.
• Develops the full scope of the solution, working across organisations to achieve workable solutions.
• Researches, designs, plans, develops and evaluates an effective solution in specialised domains to meet customers' requirements and outcomes, thanks to high as well as low level design of architecture.
• Applies solution architecture standards processes and principles, to create and maintain a solution's integrity over time.
• Develops the full scope of the solution, working across organisations to achieve workable solutions.
• Contributes to strategic decisions within professional area.
• Solves complex problems based on sophisticated analytical thought and complex judgment.
• Contributes to development of concepts to determine professional direction of own organisational unit.
• Acts as a professional leader for staff / workteam / taskforces, often the most senior specialist in a team, who serves as best practice resource within own organisational unit and / or is recognised as an expert within the same professional area in the business.
• Often leads functional teams or projects with moderate resource requirements, risk and complexity, handles day-to-day staff management issues, including resource management and allocation of work.