You will design creative and efficient service desk operating models for managed services tenders, inspiring customers and colleagues alike while 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

Several years of experience as a 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 and 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 and 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

Opportunity to work in a multinational, collaborative team environment, engaging with colleagues and customers across multiple countries and industries
Opportunities for professional development within a global team environment, including progression across seniority levels
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 benefits cafeteria
Access to the Employee Assistance Program (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 a self-learning platform (Udemy)

IT Service Architect, Service Desk, German

Key skills