Senior AI-Driven IT Operations Architect

Capgemini; Utrecht; On-site; EUR 120,000 - 150,000; Full time

Job summary

Capgemini seeks a Senior Product Architect to lead the architecture of an AI-native IT operations product, a unified workspace for escalated incidents, changes and requests. The role combines ITSM, automation, AI governance, and knowledge architecture to shape a single evolving product.

You will guide architecture for multi-tenant delivery, design AI-enabled workflows, and advise executives on architectural direction, with delivery-ready artefacts and cross-functional alignment.

Qualifications

• Experience architecting enterprise ITSM solutions across incident/change/problem/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.
• Knowledge of AI-assisted operations, NLP, RAG, vector search and AI governance.

Responsibilities

• Define end-to-end architecture for incident/change/request across multi-tenant operations.
• Design an orchestration layer turning monitoring signals into automated resolution.
• Establish AI control plane for agent permissions and safe hand-offs.
• Architect real-time AI capabilities across voice, chat and email for support teams.

Skills

ITSM architecture

AI-assisted operations

Knowledge and data architecture

Multi-tenant product design

Executive communication

Job description

Capgemini seeks a Senior Product Architect to lead the architecture of an AI-native IT operations product, a unified workspace for escalated incidents, changes and requests. The role combines ITSM, automation, AI governance, and knowledge architecture to shape a single evolving product.

You will guide architecture for multi-tenant delivery, design AI-enabled workflows, and advise executives on architectural direction, with delivery-ready artefacts and cross-functional alignment.