Solutions Architect - Operational Excellence

We are currently looking for a Solutions Architect (f/m/d) within the Core IT Services department, which provides IT infrastructure platform for the business. You will be part of a global team responsible for IT Service Management & Integration (ITSM&I), collaborating with colleagues across Europe and Asia. The team focuses on the ownership, continuous improvement and execution of key IT processes, while managing the ITSM platform (ServiceNOW), supporting integration & oversight of service providers and the service transition of new applications. This position will be based in Frankfurt.

• Own the end-to-end ServiceNow platform, including observability and event-management architecture, spanning ITSM, ITOM, ITAM, Security Operations and enterprise workflows; define and continuously evolve the platform vision, roadmap, architectural guardrails, and target state
• Lead the evolution toward a cloud native, SaaS first, API driven ecosystem, integrating observability, monitoring, DevOps / DevSecOps, and enterprise tooling to improve automation and resilience
• Drive AI, GenAI, and Agentic AI adoption, enabling predictive operations, autonomous remediation, intelligent service desks, knowledge automation, and end-to-end workflow orchestration, aligned with enterprise AI standards
• Design and govern AI-enabled architecture, including data flows, integrations, security controls, explainability, and human-in-the-loop mechanisms to ensure responsible and auditable AI usage
• Partner with Product Owners, Process Owners, Enterprise Architecture, and Cloud teams to industrialize AI use cases, embedding GenAI and agent-based capabilities into standard operating models rather than isolated pilots
• Act as product-centric delivery leader, accountable for demand intake, backlog prioritization, high level solution design, and value driven execution using Agile-at-scale and OKR-based prioritization
• Serve as architectural and delivery counterpart to external service providers and outsourcing partners, ensuring quality, accountability, and alignment with platform standards and operating models
• Enable continuous service improvement by driving workflow optimization, automation, and simplification across Incident, Problem, Change, and Request processes
• Lead stakeholder engagement across IT and business functions, including Enterprise Architecture, Security, Compliance, Finance, Procurement, and senior management
• Ensure strong governance of the ServiceNow platform, covering testing, release management, documentation, standards, licensing, cost optimization, and KPI-driven value realization
• Act as subject matter expert for audits and compliance, providing evidence, addressing findings, and supporting regulatory and internal assurance activities
• Produce executive-level decision papers, status reporting, risk assessments, and recommendations to support strategic planning and investment decisions
• Oversee ServiceNow licensing, consumption tracking, and cost optimization in collaboration with other teams

• Required:
• Degree in Information Technology, Computer Science, Engineering, or equivalent practical experience
• 8+ years in enterprise IT platforms, IT service management, or digital operations
• 5+ years of hands-on experience architecting and operating the ServiceNow platform
• Strong expertise in ServiceNow architecture and workflow design, project management, including ITSM processes, automation, integrations, and event driven patterns
• Proven experience integrating ServiceNow with observability, DevOps / DevSecOps, cloud platforms, and API-based toolchains
• Demonstrated experience with AI engineering and AI-enabled service management, including:
• GenAI-powered workflows (e.g. virtual agents, intelligent routing, knowledge automation)
• Predictive and AI-assisted workflows and automation in operations
• Practical exposure to Agentic AI, such as autonomous or semi-autonomous agents for remediation or workflow execution, including governance and human-in-the-loop controls
• ServiceNow Certified Technical Architect (CTA), validating enterprise-scale ServiceNow platform architecture, governance, integrations, and operating model design
• ServiceNow AI / Generative AI platform expertise or certification (e.g. Now Assist, ServiceNow AI Platform, AI Control Tower), demonstrating hands-on experience designing and governing GenAI and workflow-embedded AI capabilities at enterprise scale
• Working knowledge of ServiceNow CSDM at an architectural level, enabling consistent service and workflow design across the ServiceNow platform
• Experience defining platform roadmaps, architectural guardrails, and reference patterns
• Strong ability to translate architectural and AI decisions into business value and executive-level communication
• Experience working with external service providers and managed-service partners
• Experience working in global, multicultural teams
• Fluency in English both written and spoken; German is a plus
• Preferred:
• ServiceNow experience and certifications in ITOM, AIOps, Security Operations, Integration Hub or others
• Certifications or hands-on experience in AI engineering, GenAI, cloud AI services, or Responsible AI
• ITIL certification with practical workflow experience
• Certifications or proven expertise in leading observability and monitoring platforms (e.g. Datadog, Dynatrace, Prometheus/Grafana), supporting event-driven integrations, AIOps, and closed loop automation with ServiceNow
• Certification or advanced practical experience with enterprise work management and DevOps tooling (e.g. Atlassian Jira), enabling seamless workflow integration across ITSM, DevOps, and product teams
• Enterprise AI / Agentic AI architecture certification (e.g. Microsoft Certified: Agentic AI Business Solutions Architect or equivalent), indicating capability to design autonomous, multi-agent, and governed AI solutions integrated across cloud, platform, and enterprise tooling
• Experience in regulated environments (e.g. financial services) and familiarity with DORA, VAIT, KAIT