Global AI-Native IT Operations Architect

Capgemini; Utrecht; On-site; EUR 120,000 - 180,000; Full time

Job summary

Capgemini in Utrecht is seeking a Senior Product Architect to lead the architecture of an AI-native IT operations product—a unified workspace for escalated incidents, changes and requests. You will shape end-to-end architecture across incident, change and request management for multi-tenant, multi-customer operations.

You will define real-time AI capabilities, establish the AI control plane, and govern knowledge and data architectures while advising stakeholders across product and engineering on

Qualifications

• Proven experience architecting enterprise ITSM solutions across incident, change, problem and request management.
• Deep understanding of major incident management, SLA governance, compliance reporting and multi-tenant service delivery.
• Experience designing for managed-services or shared-operations environments.
• Experience architecting multi-tenant products across Azure and AWS, including identity and integration with customer platforms.

Responsibilities

• Define end-to-end architecture for incident, change and request management across a multi-tenant operation.
• Design an orchestration layer turning monitoring signals into automated resolution with advisory agentic orchestration.
• Establish the AI control plane for permissions, oversight and safe hand-offs between automation and humans.
• Architect real-time AI capabilities across voice, chat and email to guide support and generate post-incident analysis.
• Define knowledge-engine architecture and governance, keeping operational knowledge current and approved.
• Produce implementation-ready architecture and provide technical authority throughout delivery.
• Advise senior stakeholders, turning competing demands into clear architectural direction.

Skills

ITSM architecture

AI-assisted operations

Knowledge graphs

Architectural leadership

Tools

Conductor

Kestra

LangChain

LangGraph

Job description

Capgemini in Utrecht is seeking a Senior Product Architect to lead the architecture of an AI-native IT operations product—a unified workspace for escalated incidents, changes and requests. You will shape end-to-end architecture across incident, change and request management for multi-tenant, multi-customer operations.

You will define real-time AI capabilities, establish the AI control plane, and govern knowledge and data architectures while advising stakeholders across product and engineering on