Senior Product Architect CGEMJP

Role Title: Senior Product Architect

Duration: 6 months contract

Location: London. Hybrid 1 day per week onsite.

Rate: Umbrella inside IR35

Role purpose / summary

We are looking for a Senior Product Architect to lead the architecture of our AI-native IT operations product: a unified workspace for escalated incidents, changes and requests. It combines workflow and LLM-based agentic orchestration, real-time AI assistance, and a trusted knowledge engine.

This multidisciplinary role brings together ITSM, automation, AI governance, and knowledge and data architecture to shape one coherent, evolving product.

What You Will Own

• Define the end-to-end architecture for incident, change and request management across a multi-tenant, multi-customer operation, including SLAs, compliance, workforce scheduling and capacity planning.
• Design an orchestration layer that turns monitoring signals into automated resolution, using deterministic workflows for known issues and agentic orchestration where context, judgement and adaptation are required.
• Establish the AI control plane for agent permissions, oversight and safe hand-offs between automated and human-led action.
• Architect real-time AI capabilities across voice, chat and email to guide support teams, assist major incident commanders, and generate post-incident analysis and crisis communications.
• Define the knowledge-engine architecture and governance model, keeping operational knowledge, incident patterns, automations and agent skills current and approved for use.
• Produce implementation-ready architecture and provide technical authority throughout delivery.
• Advise senior operations, product and engineering stakeholders, turning competing demands into clear architectural direction.

What You Bring Operations and ITSM Architecture

• Proven experience architecting enterprise ITSM solutions across incident, change, problem and request management.
• Deep understanding of major incident management, SLA governance, compliance reporting and multi-tenant service delivery.
• Experience designing for managed-services or shared-operations environments.

AI-Assisted Operations and Automation

• Practical experience designing AI-assisted capabilities using natural language processing, speech analytics, retrieval-augmented generation (RAG) and vector search.
• Experience with workflow and LLM orchestration frameworks, such as Conductor, Kestra, LangChain or LangGraph, including event-driven automation triggered by monitoring and observability signals.
• Understanding of AI control-plane design, including agent permissions, oversight and human-in-the-loop workflows.

Knowledge and Data Architecture

• Experience designing knowledge taxonomies or graphs that connect documentation, incident history, automations and agent capabilities.
• Experience applying "as-code" practices to keep operational knowledge governed and version-controlled.
• Ability to design ingestion and quality pipelines for a large, fast-moving knowledge base.
• Architecture Leadership and Advisory
• Executive-level communication and advisory skills, with the confidence to frame options, explain trade-offs and recommend a direction.
• Strong architecture writing and visual communication skills, producing clear, consistent and delivery-ready artefacts.
• Inclusive technical leadership, with the ability to influence decisions, mentor others and build alignment across product, engineering, operations and security.
• Experience architecting multi-tenant products across Azure and AWS, including identity, access and integration with customer platforms such as ServiceNow.
• Strong architectural understanding of CI/CD, enterprise networking and security controls for resilient, automated delivery.

What We Offer

• Shape an AI-native operations product with global reach.
• Influence how automation, AI and human expertise transform IT operations across a growing customer estate.
• Work with senior stakeholders, product leaders and global architecture communities.

All profiles will be reviewed against the required skills and experience. Due to the high number of applications we will only be able to respond to successful applicants in the first instance. We thank you for your interest and the time taken to apply!