IT Service Architect, Service Desk, German

Computacenter

Service Architect designing efficient service desk solutions engaging with international clients. Collaborating with global teams and ensuring operational excellence in service management.

Posted 5/16/2026full-timeRemote • 🇵🇱 PolandMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

service desk operationsservice managementmanaged services solution designincident managementrequest managementservice performance managementservice modellingcost calculationITILproject management

Soft Skills

strong communication skillscustomer orientationcollaborative mindsetindependent workpresentation skillsnegotiation skillsteam collaborationoperational feasibilityservice excellencerisk balancing

Certifications

ITIL certificationPMI certificationPrince2 certification