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 clien
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