ITSM Architect (ITSM架構師)

As Architects of Change, Logicalis' focus is to design, support and execute clients' digital transformation by uniting their vision with their technology expertise and industry insights. The company, through its deep understanding of key IT industry drivers such as security, cloud, data management and IoT, can address customer priorities such as revenue growth and business, operational efficiency, innovation, risk and compliance, data governance and sustainability. 
 

We strengthen our purpose: to design, support, and execute our customers' digital transformation by converging their vision with our technological expertise and knowledge of the industry. The brand refresh underpins both the evolution of Logicalis’ positioning as well as our strategic vision for growth. 

About the Role

As a ITSM Architect specializing in ITSM and IT operations, you will drive the end-to-end presales cycle — from discovery and solution demonstrations to proposals and RFP responses — while building client relationships across China, Hong Kong, and Taiwan. You will also play a key role in enabling the sales team and ensuring seamless post-sale handovers to delivery teams.

Roles and Responsibilities 

1. Lead discovery sessions to uncover customer pain points, technical requirements, and business goals across ITSM and IT operations domains 

2. Deliver compelling product demonstrations and solution walkthroughs that clearly articulate business value and ROI 

3. Assist in preparing solution proposals, scope definitions, effort estimations, and high-level solution designs 

4. Respond to RFPs/RFIs and contribute to bid management processes with relevant technical content 

5. Represent iZeno at industry events, seminars, and customer-facing marketing activities in the region 

6. Build and maintain a library of presales assets, including demo environments, case studies, and reusable proposal content 

7. Support post-sale handovers, ensuring delivery teams are set up for success with well-documented customer context 

8. Train and enable sales colleagues on ITSM solution positioning and value messaging 

9. Work with the Sales team to build and maintain trusted relationships with clients across China, Hong Kong, and Taiwan 

Required Competencies 

1. Ability to simplify complex concepts and make them resonate with any audience 

2. Active listening and smart discovery questioning 

3. Strong emotional intelligence and the ability to read a room, manage objections, and build rapport quickly 

4. Hands-on experience with ITSM platforms - Jira Service Management strongly preferred; experience with other ITSM tools (e.g., ServiceNow or BMC) also considered 

5. Strong understanding of ITIL practices and IT service management concepts, with practical experience applying them in real-world environments 

6. Comfortable managing multiple opportunities simultaneously without losing quality or momentum 

7. Comfortable whiteboarding a solution, running a live demo, or speaking at a seminar 

Experience & Qualification 

1. Bachelor's degree in Information Technology, Computer Science, or a related discipline 

2. Minimum 5 years of experience in a Presales or Solution Consultant capacity with significant ITSM exposure 

3. ITIL Foundation certification is required; ITIL Practitioner or higher certifications are advantageous 

4. Fluency in English, Mandarin, and Cantonese  (spoken and written) is required 

5. Proven track record of supporting and contributing to successful sales outcomes in a B2B technology environment