Senior Product Architect, IT Operations

Capgemini; Utrecht; On-site; EUR 110,000 - 165,000; Full time

Job summary

Capgemini seeks a Senior Product Architect to lead architecture for an AI-native IT operations product. You will define end-to-end ITSM architecture, design an orchestration layer for automated resolution, and establish an AI governance model across knowledge, people and systems.

You will work with senior stakeholders to shape a unified, scalable product across Azure and AWS, emphasizing security, data governance and enterprise integration.

Qualifications

• Experience architecting enterprise ITSM solutions across incident, change, problem and request management.
• Strong knowledge of multi-tenant service delivery and governance.

Responsibilities

• Define end-to-end architecture for incident, change and request management across a multi-tenant operation.
• Design an orchestration layer that turns monitoring signals into automated resolution.
• Establish the AI control plane for permissions, oversight and safe hand-offs.
• Architect real-time AI capabilities across voice, chat and email to guide support teams.
• Define knowledge-engine architecture and governance for documentation, automations and agent skills.
• Produce implementation-ready architecture and provide technical authority during delivery.
• Advise executives turning competing demands into a clear architectural direction.

Skills

ITSM architecture

Multi-tenant product design

Executive-level communication

Architecture leadership

Azure/AWS cloud

CI/CD and security controls

AI-assisted operations

Knowledge and data architecture

Event-driven automation

Tools

Conductor

Kestra

LangChain

LangGraph

Job description

Cloud Infrastructure Services | Global Role | Grade DThe RoleWe are looking for a Senior Product Architect 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.What You Will OWnDefine the end-to-end architecture for incident, change and request management across a multi-tenant, multi-customer operation, including SLAs, compliance, workforce scheduling and capacity planning.Design an orchestration layer that turns monitoring signals into automated resolution, using deterministic workflows for known issues and agentic orchestration where context, judgement and adaptation are required.Establish the AI control plane for agent permissions, oversight and safe hand-offs between automated and human-led action.Architect real-time AI capabilities across voice, chat and email to guide support teams, assist major incident commanders, and generate post-incident analysis and crisis communications.Define the knowledge-engine architecture and governance model, keeping operational knowledge, incident patterns, automations and agent skills current and approved for use.Produce implementation-ready architecture and provide technical authority throughout delivery.Advise senior operations, product and engineering stakeholders, turning competing demands into clear architectural direction.What You bringOperations and ITSM ArchitectureProven 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.AI-Assisted Operations and AutomationPractical experience designing AI-assisted capabilities using natural language processing, speech analytics, retrieval-augmented generation (RAG) and vector search.Experience with workflow and LLM orchestration frameworks, such as Conductor, Kestra, LangChain or LangGraph, including event-driven automation triggered by monitoring and observability signals.Understanding of AI control-plane design, including agent permissions, oversight and human-in-the-loop workflows.Knowledge and Data ArchitectureExperience designing knowledge taxonomies or graphs that connect documentation, incident history, automations and agent capabilities.Experience applying “as-code” practices to keep operational knowledge governed and version-controlled.Ability to design ingestion and quality pipelines for a large, fast-moving knowledge base.Architecture Leadership and AdvisoryExecutive-level communication and advisory skills, with the confidence to frame options, explain trade-offs and recommend a direction.Strong architecture writing and visual communication skills, producing clear, consistent and delivery-ready artefacts.Inclusive technical leadership, with the ability to influence decisions, mentor others and build alignment across product, engineering, operations and security.Experience architecting multi-tenant products across Azure and AWS, including identity, access and integration with customer platforms such as ServiceNow.Strong architectural understanding of CI/CD, enterprise networking and security controls for resilient, automated delivery.What We OfferShape an AI-native operations product with global reach.Influence how automation, AI and human expertise transform IT operations across a growing customer estate.Work with senior stakeholders, product leaders and global architecture communities.Recruiter contactdetails Want to learn more about the role, the team, or the opportunities? Recruiter Gijs is happy to tell you more.Gijs van [e-mail] CapgeminiCapgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 420,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.