Service Management / ITSM Architect

Project overview

For our client, we are looking for a Service Management / ITSM Architect.

Responsibilities

• Conception and setup of scalable service management
• Development of the ITSM architecture and necessary service management structures in a greenfield environment
• Definition of suitable processes and structures for highly available 24/7 service and support
• Analysis and selection of a suitable service management platform
• Development of structures for a high volume of tickets and incidents
• Conception of efficient incident, problem, and escalation processes
• Integration and management of external technology and service partners
• Consideration of AI-native approaches and automation possibilities within service management
• Support of the setup from the discovery and POC phase to operational implementation
• Connection of strategic ITSM architecture with hands-on oriented implementation

Requirements

Do you have free capacity and can support our client?

I look forward to your feedback with the project number and the following information to *@*.de:

We process all feedback and always do our best to get back to all candidates. Unfortunately, this is not always possible, we ask for your understanding. If we do not get back to you within 5 working days, please assume that the client has decided on another candidate.

• Many years of experience in the setup and architecture of IT Service Management
• Demonstrable experience in setting up service management structures in a greenfield environment
• Experience with highly available or business-critical 24/7 services
• Experience with the selection, implementation, and scaling of ITSM platforms
• Very good understanding of incident, problem, service, and escalation management
• Experience with very high ticket volumes or highly scalable service organizations is an advantage
• Experience with AI-native ITSM approaches, automation, and intelligent ticket/incident management
• Ability to make strategic architectural decisions and translate them into hands-on implementation
• Experience in dynamic or fast-growing company environments
• Experience in the streaming or gaming environment is an advantage
• Very good German language skills
• Your current project availability (earliest start)
• Your maximum utilization/week overall
• Your hourly rate
• Your current profile (ideally in PDF format)
• Your assessment of the required qualifications

Project details

01.12.26, at the latest 01.02.27

until 30.06.27, option for extension

Utilization: 100%, minimum 60%

remote, possibly onboarding in NRW

• Start: 2026-12
• Duration: 7 Monate
• Remote: remote
• Location: Düsseldorf, Deutschland, DE
• Languages: German