Senior Product Architect - IT Operations (f/m/d)

Capgemini; Deutschland; On-site; EUR 110,000 - 170,000; Full time

Benefits offered by this job

Flexible working hours

Mobility budget

Company bike program

Learning & development opportunities

International network

Health & wellbeing programs

Job summary

Capgemini is seeking a Senior Product Architect to lead the ITSM architecture for a cloud-native, AI-powered operations platform. You will define end-to-end incident, change and request management across multi-tenant environments, integrating AI-driven orchestration and governance frameworks.

You will collaborate with product managers, engineers and stakeholders globally to shape a scalable, secure and resilient architecture for a strategic platform across Azure and AWS.

Qualifications

• Extensive experience in enterprise ITSM architecture including incident, change and request management.
• Experience building AI-assisted operations with NLP, RAG, vector search and orchestration frameworks.
• Proven ability to design governed knowledge platforms, data pipelines and taxonomy strategies.
• Multi-tenant cloud architecture experience across Azure and AWS with security controls.

Responsibilities

• ITSM & Operations Architecture: design enterprise ITSM solutions for multi-tenant environments.
• AI Operations & Automation: develop AI-assisted operations enabling intelligent automation and human-in-the-loop controls.
• Knowledge & Data Architecture: design governed knowledge platforms and data pipelines connecting systems.
• Cloud, Security & Platform Engineering: ensure resilient delivery with multi-tenant cloud setups and security controls.
• Architecture Leadership & Advisory: provide executive guidance and drive implementation-ready solutions.

Skills

ITSM Architecture

AI Operations

Knowledge & Data Architecture

Cloud Architecture

Leadership & Advisory

Tools

ServiceNow Integrations

Azure

AWS

Job description

# Senior Product Architect - IT Operations (f/m/d)Dortmund, Duesseldorf, Erfurt, Frankfurt am Main, Hamburg, Hannover, Koeln, Muenchen, Nuernberg, Stuttgart, BerlinApply for this job* Unbefristet* Berufserfahrene* Architecture* ID 573069-de\\_DEChoosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.## **Your Profile**We are looking for a Senior Product Architect (f/m/d) to lead the architecture of our AI-native IT operations product: A unified workspace for escalated incidents, changes and requests. It combines workflow and LLM-based agentic orchestration, real-time AI assistance, and a trusted knowledge engine. This multidisciplinary role brings together ITSM, automation, AI governance, and knowledge and data architecture to shape one coherent, evolving product. You will work with a global team and collaborate closely with product managers, engineers, AI specialists, and business stakeholders across regions to define and evolve the architecture of this strategic platform.* Define and govern the end-to-end ITSM architecture for incident, change, and request management across multi-tenant operations, including SLAs, compliance, workforce management, and capacity planning.* Design AI-driven orchestration that converts monitoring signals into automated remediation through workflows and agentic decision-making where human-like judgement is required.* Establish the AI control framework covering agent permissions, governance, oversight, and seamless hand-offs between automation and human operators.* Architect real-time AI capabilities across voice, chat, and email to support service teams, major incident management, crisis communications, and post-incident analysis.* Lead the knowledge and solution architecture strategy, providing technical authority and senior stakeholder guidance to deliver scalable, implementation-ready operational platforms.## **Your Role*** **ITSM & Operations Architecture:** Expertise in designing enterprise-scale ITSM solutions across incident, problem, change, and request management, with strong knowledge of major incident processes, SLA governance, compliance, and multi-tenant service delivery.* **AI Operations & Automation:** Experience building AI-assisted operations using NLP, RAG, vector search, speech analytics, and orchestration frameworks to enable intelligent automation, monitoring-driven workflows, and human-in-the-loop controls.* **Knowledge & Data Architecture:** Proven ability to design governed knowledge platforms, taxonomies, and data pipelines that connect operational documentation, incident intelligence, automations, and AI agent capabilities.* **Cloud, Security & Platform Engineering:** Strong background in multi-tenant architectures across Azure and AWS, including identity, ServiceNow integrations, CI/CD, networking, and security controls for resilient service delivery.* **Architecture Leadership & Advisory:** Executive-level communication and technical leadership skills, providing clear architectural direction, influencing stakeholders, and delivering implementation-ready solutions across product, engineering, operations, and security teams.## **What You'll Appreciate About Working With Us*** We place great importance on maintaining a healthy work-life balance. That's why we offer you the flexibility to work hybrid from the office, from home, or from any of our locations across Germany. In addition, Capgemini offers flexible working time models to help you balance your professional and personal commitments.* We provide a wide range of development opportunities. Our career model allows you to shape your career path in the way that suits you best, supported by our leadership programs. Through our extensive learning platform, you can continuously expand your skills and acquire new ones whenever you choose.* **Our Communities:** We offer active employee networks where you can connect with colleagues from around the world, both professionally and personally. Our communities also actively promote diversity, equity, and inclusion across the workplace.## **Your Benefits*** Flexible working hours and leave options* Mobile working, including hybrid work from home* Company bike program* Mobility budget* Extensive learning and development opportunities* International network* Partnership with the pme Family Service* Deferred compensation plans for long-term financial security* Extended salary continuation in case of illness* Health and wellbeing programs* An attractive workplace for people with disabilities* fareWelcome! stay-connected program* Work-life balance* Employee discounts* Team and sports events*The benefits listed in this job advertisement are intended to provide an initial overview only and do not constitute a legally binding obligation. They are subject to the applicable works agreements, policies, internal regulations, and eligibility requirements in effect at the time of joining the company.*## **Apply Now**Your first step toward the future takes just three minutes and your current résumé.Please do not send applications by email. Applications are accepted exclusively through our online application system. For data protection reasons, any applications received via email will be deleted without being reviewed.If you have any questions, your recruiter **Martin Harper** will be happy to assist you at [e-mail].