Deloitte
Senior Atlassian Solution Architect – Service Collection, Atlassian Center of Excellence, Engineering, Technology & Transformation
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Deloitte's Engineering practice is at the forefront of transforming businesses by bringing together cutting-edge tech programme delivery, quality assurance, and testing expertise. We empower clients to modernise their core business through our deep capabilities in application and infrastructure engineering, cloud strategy, transformation, and migration. Practitioners within this team continuously advance their expertise to deliver robust, innovative solutions, from initial strategy to implementation and optimization.
As an Atlassian Global Alliance Partner, our Atlassian CoE team help our clients transform the way they work. We do this by connecting their people, practices and tools to drive transparency, collaboration, efficiency and data-driven decision-making across the enterprise. Our rapidly growing team combines a wealth of technical expertise and business advisory experience with deep industry knowledge.
As the work and challenges our clients undertake become increasingly complex and valuable it's becoming critical to optimise the tools and platforms used for planning, collaborating, managing and reporting work, as well as how teams deliver value to their customers and the organisation. Deloitte is at the forefront of transforming our clients’ industries through enhanced service delivery and operational excellence. Atlassian's Service Collection, encompassing Jira Service Management, Customer Service Management, and Assets, is a global leader in providing robust platforms for IT Service Management (ITSM) and Enterprise Service Management (ESM), enabling efficient service operations and exceptional customer experiences. Our practice works with clients across all industries to assess, design, implement, optimise and operate world-class Atlassian-based service management systems, helping them streamline service delivery end-to-end across the business, powered by Atlassian's Service Collection.
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Deloitte drives progress. Using our vast range of expertise, we help our clients become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.
What brings us all together at Deloitte? It’s how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other, foster inclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most.
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Our rapidly expanding Atlassian Centre of Excellence (ACE) is a specialist team dedicated to designing, implementing and running innovative, agile work management platforms to help our clients run their businesses and technology transformation programmes in a transparent, collaborative and value-focused way.
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The continued success of our Atlassian practice means that we are looking to grow further by recruiting specialists with technical experience in designing, building, deploying, and managing Atlassian-based solutions with a strong focus on Atlassian Service Collection solutions.
As a member of the Atlassian CoE team, you will lead the development, positioning and implementation of Atlassian Service Collection solutions (Jira Service Management, Customer Service Management, and Assets) that help organisations streamline service requests, improve incident resolution, improve customer experience, enhance problem management, optimise change processes, and enable efficient service delivery across complex organisations. This is a client-facing role, working as part of a team across multiple projects, programmes and clients.
The following are core elements of this role. There will be opportunities for coaching and training for strong candidates who do not have experience in all these areas:
Ongoing client delivery
- Leading client engagements focused on Atlassian Service Collection (Jira Service Management, Customer Service Management, Assets), acting as the primary subject matter expert across pre-sales, discovery, solution design, and implementation activities.
- Working with business and technology stakeholders to understand their objectives, identify service management improvement opportunities and design fit-for-purpose solutions aligned to service delivery, operational efficiency, and digital transformation goals.
- Designing and delivering compelling Atlassian Service Collection demonstrations tailored to client challenges, showcasing practical use cases and business outcomes for ITSM, ESM, and customer service.
- Advising clients on how Atlassian Service Collection solutions integrate with Jira Software, Confluence, and broader enterprise ecosystems to improve service request fulfilment, knowledge management, asset tracking, and overall operational efficiency.
- Leading solution architecture and implementation activities, including Jira Service Collection configuration, portal design, request type definition, workflow and automation setup, SLA management, asset schema design, reporting, and adoption planning for the Atlassian Service Collection.
- Contributing to service delivery and operational transformation initiatives as an Atlassian Service Collection SME, identifying opportunities for optimised service processes and enhanced customer experiences across IT, HR, Facilities, and other business functions.
- Supporting teams in embedding best practice service management capabilities into existing delivery models, governance frameworks, and ways of working.
Continuous innovation
- Working as part of an EMEA-wide team of SMEs developing the next generation of service management models and platforms, leveraging the Atlassian Service Collection.
- Leading and growing the internal Atlassian Service Collection (Jira Service Management, Customer Service Management, Assets) capability, establishing standards, methodologies, and best practices.
- Developing innovative Jira Service Management solutions, use cases, and demonstrations that showcase the value of the Atlassian Service Collection within client environments.
- Maintaining a deep understanding of Atlassian's Service Collection strategy, product roadmap, and emerging capabilities across the ecosystem.
- Creating reusable assets, accelerators, best practices, and implementation patterns specifically for Jira Service Management and the Atlassian Service Collection to support client delivery and capability growth.
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The following are the core skills and experience required to be successful in this role:
- Strong knowledge of the Atlassian ecosystem.
- Demonstrable expertise in Atlassian Jira Service Management (JSM) and the broader Atlassian Service Collection (including Customer Service Management and Assets).
- Experience designing, delivering, and demonstrating Atlassian-based solutions to senior business and technology stakeholders.
- Strong understanding of IT Service Management (ITSM) and Enterprise Service Management (ESM) principles, frameworks (e.g., ITIL), and best practices.
- Experience translating technical requirements into tangible roadmaps and plans.
- Strong understanding of ITSM processes (Incident, Problem, Change, Request Fulfilment, Knowledge Management), Agile methodologies, and modern service delivery practices.
- Experience leading teams, communities of practice, or capability development initiatives.
- Strong communication, facilitation, and presentation skills, with the ability to engage confidently with executive stakeholders.
- Growth Mindset – You embrace emerging technologies, continuously build your expertise, and actively seek opportunities to learn and innovate.
- Problem solving – You enjoy navigating ambiguity, identifying practical solutions and helping clients realise value from new technologies.
The following would be desirable skills:
- Accreditation and Certification in Atlassian products would be an advantage but not essential.
- Experience with advanced Jira Service Management configurations, automation, customisations, and integrations.
- Experience with Atlassian Marketplace applications, integrations, and automation capabilities relevant to Jira Service Management.
- Thought leadership, speaking, training or community-building experience related to AI, Atlassian technologies or modern delivery practices.
Connect to your business - Technology and Transformation
Distinctive thinking, deep expertise, innovation and collaborative working. That’s what connects us. That’s what makes us Deloitte. If you want to help solve some of the biggest tech and transformational challenges around, join us. Together, we’ll make an impact that matters.
Engineering, AI and Data
We lead transformation at the heart of our clients; re-engineering the core of our clients’ organisations, helping to unleash growth, and creating better futures for their customers, citizens and employees.
For a full job description, please visit our online Deloitte Careers portal.
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