IT Service Architect, Service Desk, German
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Job Description
Service Architect designing efficient service desk solutions engaging with international clients. Collaborating with global teams and ensuring operational excellence in service management.
Responsibilities:
- You will design creative and efficient service desk operating models for managed services tenders, inspiring customers and colleagues alike whilst balancing risk
- You will work independently and follow defined processes to create coherent end to end service desk solution designs, including tooling, processes, SLAs/OLAs, shift models, and knowledge management
- You will impress customers in presentations and contract negotiations with your expertise and professional presence
- You will maintain close contact with your team and customers to ensure solution consistency, operational feasibility, and service excellence
- You will collaborate closely with sales teams, delivery units, partners, and technology experts to design service desk solutions that contribute to overall commercial and operational success
Requirements:
- Several years of experience as Service Architect in service desk operations, service management, or managed services solution design, ideally in an international customer environment
- Fluent German and very good English (min. C1)
- Strong understanding of service desk processes, incident & request management, escalations, and service performance management
- Good knowledge of relevant tooling for service desk operations (e.g. ticketing systems, knowledge base platforms, self service & automation)
- Experience with service modelling and cost calculation for service desk or IT operations
- Confident in applying ITIL and project management standards (e.g., PMI, Prince2)
- Strong communication skills, customer orientation, and a collaborative mindset
- Willingness to travel to customer appointments as required
Benefits:
- Opportunity to work in a multinational, collaborative team environment, engaging with colleagues and customers across various countries and industries
- Opportunities for professional development within a global team environment, including growth across seniority level development
- Employment stability through a permanent employment contract
- Annual performance based bonus
- Remote work from anywhere in Poland
- Comprehensive benefits package, including private medical care and a flexible cafeteria system
- Access to the Employee Assistance Programme (EAP), offering expert consultations and wellbeing support
- Opportunities to participate in charity, community, and company wide initiatives, including events organized through the CharitaCenter
- Additional day off to celebrate your birthday
- Access to language courses and self learning platform (Udemy)
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