1 day ago
Erfurt, Germany +9 moreSenior
Responsibilities
- Define and govern end-to-end ITSM architecture for incident, problem, change, and request management across multi-tenant operations.
- Design AI-driven orchestration that converts monitoring signals into automated remediation using workflows and agentic decision-making.
- Establish AI controls for agent permissions, governance, oversight, and handoffs between automation and human operators.
- Architect real-time AI capabilities for voice, chat, and email supporting service teams, major incidents, crisis communications, and post-incident analysis.
- Lead knowledge and solution architecture strategy and provide technical direction for scalable, implementation-ready operational platforms.
- Provide architectural leadership and stakeholder guidance across product, engineering, operations, and security teams.
Requirements
- Expertise designing enterprise-scale ITSM solutions covering incident, problem, change, and request management, including major incident processes, SLA governance, compliance, and multi-tenant service delivery.
- Experience building AI-assisted operations using NLP, RAG, vector search, speech analytics, and orchestration frameworks.
- Proven ability to design governed knowledge platforms, taxonomies, and data pipelines connecting operational documentation, incident intelligence, automations, and AI agent capabilities.
- Strong background in multi-tenant architectures across Azure and AWS, including identity, ServiceNow integrations, CI/CD, networking, and security controls.
- Executive-level communication and technical leadership skills, with the ability to influence stakeholders and deliver implementation-ready solutions.
Benefits
- Hybrid work from the office, home, or Capgemini locations across Germany, with flexible working hours and leave options.
- Flexible working time models, mobile working, company bike program, and mobility budget.
- Extensive learning and development opportunities, leadership programs, and an international employee network.
- Partnership with pme Family Service, health and wellbeing programs, extended salary continuation during illness, and deferred compensation plans.
- Employee discounts, team and sports events, work-life balance support, and workplace accessibility initiatives.
About Capgemini
Capgemini is a global IT services and consulting firm that delivers strategy, cloud, AI, software engineering, and managed services to large enterprises and public-sector clients. Founded in 1967 and headquartered in Paris, it is publicly traded on Euronext Paris and operates in 50+ countries. The group expanded its engineering capabilities by acquiring Altran in 2020, now operating as Capgemini Engineering.