Senior ITSM Architect

Job title: Senior ITSM Architect

About the Role The Senior ITSM Architect designs, governs, and evolves the IT Service Management architecture, processes, and toolchain for ContiTech. This senior ITSM leader owns process design, governance, the technology roadmap, tool lifecycle, and the IT Knowledge Management framework, while guiding strategic initiatives and AI-enabled optimization.

What You'll Do

• Design and govern the ITSM architecture, toolchain, and technology roadmap.
• Own ITSM process design and standards (ITIL and industry best practices).
• Manage ITSM tools across evaluation, selection, integration, and lifecycle management.
• Lead the ITSM community and coordinate with Service Owners, Process Owners, and Process Managers.
• Govern Knowledge Management framework with AI-assisted content curation.
• Advise Competence Centers and Service Owners on performance optimization and strategic initiatives.
• Support provider consolidation, sourcing strategy, and other IT strategic directions.
• Define and oversee SLA/OLA frameworks to ensure consistent service delivery.
• Leverage AI for ITSM tool selection, process optimization, and knowledge management.

What We're Looking For

• Academic degree in IT, CS, Business Management, or related field.
• ITIL Expert or Managing Professional certification strongly preferred.
• Additional certifications in COBIT, TOGAF, ISO 20000 are a plus.
• Minimum 5-7 years experience in IT Service Management, ITSM architecture, or IT governance.
• Proven experience designing, implementing, and governing ITSM processes and toolchains.
• Deep working knowledge with one or more major ITSM tool suites.
• Experience in vendor evaluation, selection, and management for ITSM platforms.
• Demonstrated strategic thinking and advisory capabilities.
• Optional: Experience with AI/automation implementation in an ITSM context.

Nice to Have

• Optional: Experience with AI/automation implementation in an ITSM context.

Compensation & Benefits

• The 13th salary – Paid once a year, in December; Meal tickets; Private Health Insurance; Referral bonuses; Bookster; Sports benefits; Discounts at partners; Internal Improvement Ideas program (CIM) with potential bonuses; Happy days; Life events celebration; Support for unfortunate events; Extra vacation days starting at 22 per year, increasing with tenure to 29; Professional development opportunities; Diversity and multicultural mindset.
• Salary not disclosed.