14 days ago
Manchester, United Kingdom +3 moreSenior
Responsibilities
- Define end-to-end architecture for incident, change, problem, and request management across multi-tenant operations, including SLAs, compliance, workforce scheduling, and capacity planning.
- Design deterministic workflow and agentic orchestration that converts monitoring signals into automated resolution.
- Establish AI control-plane architecture for agent permissions, oversight, and human hand-offs.
- Architect real-time AI capabilities for voice, chat, and email support, incident command, post-incident analysis, and crisis communications.
- Define the knowledge-engine architecture and governance model for operational knowledge, incident patterns, automations, and agent skills.
- Produce implementation-ready architecture and provide technical authority throughout delivery.
- Advise senior operations, product, and engineering stakeholders and turn competing demands into architectural direction.
Requirements
- 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.
- Practical experience with NLP, speech analytics, RAG, vector search, workflow orchestration, and LLM orchestration frameworks such as Conductor, Kestra, LangChain, or LangGraph.
- Understanding of AI control-plane design, agent permissions, oversight, and human-in-the-loop workflows.
- Experience designing knowledge taxonomies or graphs and ingestion and quality pipelines for large knowledge bases.
- Experience applying as-code practices to govern and version-control operational knowledge.
- Executive-level communication, architecture writing, visual communication, and stakeholder advisory skills.
- Experience architecting multi-tenant products across Azure and AWS, including identity, access, and integration with platforms such as ServiceNow.
- Strong understanding of CI/CD, enterprise networking, and security controls for resilient automated delivery.
- Ability to influence decisions, mentor others, and build alignment across product, engineering, operations, and security.
- Eligibility to obtain UK Security Check clearance, including continuous UK residence for the last five years.
Benefits
- Hybrid working combining company offices and home working; the role cannot be performed entirely from home.
- Flexible working arrangements are available to UK employees.
- Wellbeing support includes Mental Health Champions and access to Thrive and Peppy apps.
- Training and development opportunities include thinktanks, hackathons, external certifications, and access to 250,000 courses.
- Opportunity to shape an AI-native IT operations product with global reach and influence automation across a growing customer estate.
- Security Check clearance and pre-employment checks are required.
Categories
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.