Senior Product Architect, IT Operations

Cloud Infrastructure Services | Global Role | Grade D

We are looking for a Senior Product Architect 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.

• Senior Product Architect, IT Operations
• Utrecht
• Permanent
• Experienced Professionals

The Role

What You Will OWn

• Define the end-to-end architecture for incident, change and request management across a multi-tenant, multi-customer operation, including SLAs, compliance, workforce scheduling and capacity planning.
• Design an orchestration layer that turns monitoring signals into automated resolution, using deterministic workflows for known issues and agentic orchestration where context, judgement and adaptation are required.
• Establish the AI control plane for agent permissions, oversight and safe hand-offs between automated and human-led action.
• Architect real-time AI capabilities across voice, chat and email to guide support teams, assist major incident commanders, and generate post-incident analysis and crisis communications.
• Define the knowledge-engine architecture and governance model, keeping operational knowledge, incident patterns, automations and agent skills current and approved for use.
• Produce implementation-ready architecture and provide technical authority throughout delivery.
• Advise senior operations, product and engineering stakeholders, turning competing demands into clear architectural direction.

What You bring

Operations and ITSM Architecture

• 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.

AI-Assisted Operations and Automation

• Practical experience designing AI-assisted capabilities using natural language processing, speech analytics, retrieval-augmented generation (RAG) and vector search.
• Experience with workflow and LLM orchestration frameworks, such as Conductor, Kestra, LangChain or LangGraph, including event-driven automation triggered by monitoring and observability signals.
• Understanding of AI control-plane design, including agent permissions, oversight and human-in-the-loop workflows.

Knowledge and Data Architecture

• Experience designing knowledge taxonomies or graphs that connect documentation, incident history, automations and agent capabilities.
• Experience applying “as-code” practices to keep operational knowledge governed and version-controlled.
• Ability to design ingestion and quality pipelines for a large, fast-moving knowledge base.

Architecture Leadership and Advisory

• Executive-level communication and advisory skills, with the confidence to frame options, explain trade-offs and recommend a direction.
• Strong architecture writing and visual communication skills, producing clear, consistent and delivery-ready artefacts.
• Inclusive technical leadership, with the ability to influence decisions, mentor others and build alignment across product, engineering, operations and security.
• Experience architecting multi-tenant products across Azure and AWS, including identity, access and integration with customer platforms such as ServiceNow.
• Strong architectural understanding of CI/CD, enterprise networking and security controls for resilient, automated delivery.

What We Offer

• Shape an AI-native operations product with global reach.
• Influence how automation, AI and human expertise transform IT operations across a growing customer estate.
• Work with senior stakeholders, product leaders and global architecture communities.