Delivery Architect

Job description

### G'day! We are [ServiceRocket](https://www.servicerocket.com/)🚀, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer. Twenty years on and counting, we’ve got your back. ### Why is ServiceRocket the place for you 🧡 - A 20+ year tech services expert of many solutions and partnerships with industry giants. - Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor. - Our culture rocks! You’ll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being. - We're recognized for our innovation, impact, and outstanding customer support, even earning the [Atlassian Partner of the Year](https://www.servicerocket.com/blog) 2024–2025 for Co-Selling Excellence award. Visit our [website](https://www.servicerocket.com/about) to learn more and become a part of our Rocketeer Nation. ### The Opportunity Enterprises run on process, and the quality of those processes shows up everywhere: in customer outcomes, in how teams work, and in the service their own customers receive. Designing the right direction is only half the job. The value becomes real only when it is delivered well: on scope, on quality, and in a way that lasts. That is where the Delivery Architect comes in. You set the architectural vision and roadmap for your accounts: where each solution is going, why, and what it will take to get there, and you bring in the deep specialists each engagement needs. Our enterprise customers are migrating to cloud, scaling agile, maturing their service management, and adopting AI across the Atlassian System of Work, so you shape the right direction and make sure the team you work with builds toward it. ### The Role As a Delivery Architect, you own the roadmap and vision. You shape the solution, set where the account is going, and keep the architecture coherent as the engagement grows. You work as one of four seats on a named CoE team: the Account Manager owns the relationship and commercials; you own the roadmap, vision, and solution shape, and you help grow and expand the COE; the Technical Program Manager owns the plan and governance; and the Technical Lead owns the build. You are the architectural authority your customers and your team rely on, and you make sure the delivered solution stays true to the direction you set. You bring breadth across the Atlassian platform and a clear understanding of how large organizations are structured, governed, and run, and you know when to pull in a deep specialist so the solution holds up where it needs real depth. Some Delivery Architects also carry deep expertise in a vertical or technical area and lead that depth themselves where it fits; others go wide and orchestrate specialists. ### What You'll Do 💪 #### Your Accounts: Vision & Continuity - Set the architectural vision and roadmap for your Centers of Excellence (COEs, our name for managed customer engagements): where each solution is going and why. - Provide architectural continuity across the engagement lifecycle, so direction and context carry through every handoff and phase. - Be the reference point your team and your customers turn to for architecture and solution direction. - Identify the deep specialists an engagement needs (for example ESM, asset management, or migration experts) and bring them in, or carry that depth yourself where it matches your specialization. #### Delivery Direction & Collaboration - Shape the transition from sales to delivery: solution intent, the skills the engagement will take, and kickoff direction. - Partner with the Technical Program Manager, who owns the plan and governance: milestones, cross-workstream dependencies, service-level commitments, and escalations. - Act as the architecture conscience through the build, reviewing key technical decisions and keeping delivery true to the roadmap and design. - Watch the architectural health of your accounts and step in early when the solution drifts from the direction you set. - Partner closely with the Technical Lead, who owns the build, clearing architectural blockers so the team keeps moving. #### Solution Design & Engagement Shaping - Lead solution design and shape the engagement: what needs to happen and what skills it will take. - Contribute the technical content of the Statement of Work (SOW) so delivery starts with a clear, complete direction. - Run the delivery-readiness check jointly with the Technical Program Manager before a deal is committed: confirm scope, staffing plan, dependencies, and feasibility. - Provide technical and feasibility input when a deal needs an expert reality check. You inform the commercial conversation; the Account Manager leads it. #### Trusted Advisor - Build trusted relationships with technical and executive stakeholders (CIOs, CTOs, COOs, operations leadership) on architecture and direction. - Navigate complex, multi-stakeholder environments, building consensus across IT, operations, security, and the business. - Grow and expand the COE: spot where the customer should go next and shape the engagements to get there, with the Account Manager owning the commercial close and renewal. - Advise on the change management needed to embed new platforms and redesigned processes in large organizations. #### Thought Leadership & Team Growth - Create reusable assets (architecture frameworks, maturity guides, delivery-governance and integration patterns) that lift the whole team's capability. - Contribute to ServiceRocket's IP through webinars, demonstrations, and content that incorporates AI, Atlassian Rovo, analytics, and System of Work thinking. - Mentor Solution Architects, Delivery Leads, and consultants so the model scales. - Build your profile in the Atlassian Community, at conferences, and through publishing. ### What You'll Bring 🧑‍💻 #### Experience - 8+ years of experience in technical consulting, solutions architecture, or delivery leadership (or 5 years with a Master's degree), with real delivery grounding. - A track record of shaping and directing complex, multi-workstream engagements, working closely with program management on plan and governance. - Experience guiding customers through significant technology and process change, including change-management strategy. - Experience mentoring consultants or architects, and knowing when to bring in deep specialists. - **Experience delivering enterprise Atlassian solutions** with security, access-control, and governance requirements at scale. For this role, it will be required to showcase strength in one or more of: - Enterprise Service Management: Jira Service Management, ITIL, change management, incident and problem management. - Delivery Governance: program and engagement governance, service-level frameworks, escalation management, milestone and dependency management across workstreams. - Enterprise Strategy & Planning: Jira Align, Focus, Advanced Roadmaps. - World-Class Software Development: Jira Software, Bitbucket, CI/CD, DevOps, Scaled Agile. - Cloud Migration: Atlassian Cloud, JCMA, CCMA, Teamwork Foundation. - AI & the System of Work: Atlassian Rovo adoption, agentic workflows, and analytics. #### Certifications - Relevant certifications in Enterprise Architecture, ITIL Expert, SAFe, DevOps, Prosci Change Management, or program/delivery management (PMP, PRINCE2, MSP). - Multiple Atlassian Certifications (ACP, Atlassian Certified Master) are highly desirable. #### Skills - Accountability: you own the roadmap and architectural direction, and make the call, calmly and decisively, when a solution decision is needed. - Direction: you turn ambiguity into a clear roadmap and solution shape the team can execute. - Stakeholder trust: credible with senior people across IT, operations, security, and the business, in both technical and executive conversations. - Strategic thinking: you design and articulate multi-year architectures tied to business outcomes. - Communication: clear and candid; you can make an honest, compelling case for change. - Architecture: deep knowledge of Atlassian integrations, cloud architecture (AWS, Azure), SSO and identity management, APIs, and web technologies. - Collaboration: you work cleanly alongside the Technical Program Manager, the Technical Lead, and the Account Manager, and with the customer's own teams. ### Your leaders 🤟 Rob is our founder and CEO. He leads our company with kindness, empathy, and critical thinking. With him and the rest of our ServiceRocket team, you will be delivering value through high-impact projects to world-class partners while growing your skills to the next level.