Senior Product Architect - IT Operations; f​/m​/d

Stellenbezeichnung: Senior Product Architect - IT Operations (f/m/d)
# Senior Product Architect - IT Operations (f/m/d)
Dortmund, Duesseldorf, Erfurt, Frankfurt am Main, Hamburg, Hannover, Koeln, Muenchen, Nuernberg, Stuttgart, Berlin Apply for this job
* Unbefristet* Berufserfahrene
* Architecture
* -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, Service Now 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,…