IT Service Architect, Service Desk, German

This is a fully remote position, open to applicants in Poland.

📋 Description

• You will create innovative and efficient service desk operating models for managed services proposals, inspiring both customers and colleagues while managing risk.

• You will independently follow established processes to develop comprehensive end-to-end service desk solution designs, encompassing tooling, processes, SLAs/OLAs, shift models, and knowledge management.

• You will leave a strong impression on customers during presentations and contract negotiations with your expertise and professional demeanor.

• You will maintain close communication with your team and customers to ensure consistency of solutions, operational feasibility, and excellence in service delivery.

• You will work collaboratively with sales teams, delivery units, partners, and technology specialists to design service desk solutions that enhance overall commercial and operational success.

⛳️ Requirements

• Several years of experience as a Service Architect in service desk operations, service management, or managed services solution design, preferably in an international customer setting.

• Fluent in German and proficient in English (minimum C1 level).

• Strong grasp of service desk processes, incident and request management, escalations, and service performance management.

• Good familiarity with relevant tools for service desk operations (e.g., ticketing systems, knowledge base platforms, self-service, and automation).

• Experience in service modeling and cost estimation for service desk or IT operations.

• Confident in utilizing ITIL and project management methodologies (e.g., PMI, Prince2).

• Excellent communication skills, customer-centric approach, and a collaborative mindset.

• Willingness to travel for customer meetings as necessary.

🏝️ Benefits

• Opportunity to work within a multinational, collaborative team environment, interacting with colleagues and customers across various countries and industries.

• Professional development opportunities within a global team environment, including advancement across seniority levels.

• Employment stability through a permanent employment contract.

• Annual performance-based bonus.

• Remote work flexibility from anywhere in Poland.

• Comprehensive benefits package, including private medical care and a flexible cafeteria system.

• Access to the Employee Assistance Programme (EAP), providing expert consultations and wellbeing support.

• Opportunities to engage 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 a self-learning platform (Udemy).