IT Service Architect (Service Desk) with German - w/m/d

Location: Poland - Poznań, Poland - Poznań (24/7) | Job-ID: 217864 | Contract type: Standard | Business Unit: Customer Success & Service Delivery

Are you passionate about designing modern, scalable, and customer centric service desk solutions? From multi-channel support models to tooling, processes and automation? Then join our Managed Service Architect team as a Service Desk Service Architect.

Your responsibilities:

• 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

Your profile:

• 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

What We Offer:

• 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)

Current information for our applicants

We have made our application and recruitment process virtual, we are excited to bring talent like you on board to join our growing teams within Computacenter. Our recruiters remain available to you should you have any questions. We are looking forward to getting to know you! 
In accordance with the Pay Transparency Act (effective December 24, 2025), we hereby inform you that: 
• In this recruitment process, the proposed salary and other benefits will be disclosed in the Letter of intent at the offer stage; 
• The position title is provided in neutral language; 
• The recruitment process is non-discriminatory; 
• We will not ask about your current/previous salary.
 

About us:

Computacenter is a leading independent provider of IT infrastructure services, with about 20,000 employees worldwide. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.
Interested in joining a company with a strong sense of community?

We’re growing. We’re hiring. We encourage. We empower. We support.
#winningtogether #peoplematter