Publicis Sapient
Website:
publicissapient.com
Job details:
We are seeking a seasoned Solution Architect to lead complex managed services pursuits specifically for digital workplace and service desk. This is a solution role demanding deep expertise in solutioning, persona-based experience, device support, DEX aspects. Ideal candidates will bring strong solution experience, exceptional communication skills, and a strategic mindset to drive large-scale digital workplace solution.
Your Impact:
Design and architect end-to-end Digital Workplace and Service Desk solutions that enhance employee experience, optimize IT operations, and enable automation-driven, scalable support models
Solution Architecture
- Define and own architecture for Digital Workplace (End User Computing, Collaboration, Virtual Desktop, Mobility) and IT Service Desk platforms.
- Design integrated solutions across ServiceNow (or similar ITSM tools), monitoring, CMDB, and automation frameworks.
Service Desk Transformation
- Architect omni-channel, AI-enabled service desk solutions (chatbots, virtual agents, knowledge automation).
- Drive shift-left strategies, self-service adoption, and experience-centric support models.
Digital Workplace Strategy
- Design modern workplace solutions leveraging M365, endpoint management (Intune/SCCM), VDI (AVD/Citrix), and identity/security frameworks.
- Enable seamless, device-agnostic and secure employee experience.
Automation & AI Integration
- Incorporate Agentic AI, AIOps, and workflow automation to reduce manual effort and improve MTTR.
- Design integrations with monitoring, observability, and orchestration platforms.
Stakeholder Engagement
- Collaborate with business, IT operations, and vendors to translate requirements into scalable architectures.
- Support pre-sales, RFP responses, and solution presentations for executive stakeholders.
Governance & Standardization
- Define architecture standards, best practices, and roadmaps aligned to ITSM, ITIL, and SRE principles.
- Ensure CMDB accuracy, data integration, and service modeling maturity.
Your Skills & Experience:
- 10–12 years in IT with strong experience in Digital Workplace, ITSM, and Service Desk transformation
- Expertise in ServiceNow (ITSM/ITOM/CSM) or equivalent platforms
> Strong knowledge of:
- Microsoft ecosystem (M365, Intune, Azure, AVD)
- End User Computing (EUC) and collaboration tools
- ITIL processes, Service Desk operations, and CX frameworks
- Exposure to AIOps, automation tools, chatbot/virtual agent platforms
- Experience designing global delivery models and managed services solutions
✅ Technical & Methodological Skills
- Good knowledge of ITSM, methodologies, and engineering excellence practices.
Familiarity with digital transformation areas: workplace modernization, cloud experience (AWS/Azure/GCP)
Set Yourself Apart With:
- Certifications: ITIL, ServiceNow, Azure Architect, EUC/VDI platforms
- Experience in large-scale transformation or managed services deals
- Strong consulting and executive communication skills
Benefits of Working Here:
- Flexible Work Arrangements.
- Generous Paid Time Off
- Comprehensive Health & Wellness Support
- Inclusive Work Culture
- Career Development Opportunities
A Tip from the Hiring Manager:
To succeed in this role, focus on mastering solution architecture for large-scale managed services, with expertise in service desk, digital workplace, and experience with cloud and experience aspects. Excel in pre-sales activities like RFP analysis and client presentations. Strengthen your skills in field services, and digital transformation, while staying updated on AI and observability tools. Strong communication, problem-solving, and leadership abilities are key for influencing stakeholders and guiding teams. Stay proactive in learning new technologies and balancing innovation with operational efficiency.
Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting and customer experience with agile engineering and problem-solving creativity. United by our core values and our purpose of helping people thrive in the brave pursuit of next, our 20,000+ people in 53 offices around the world combine experience across technology, data sciences, consulting and customer obsession to accelerate our clients’ businesses through designing the products and services their customers truly value.
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