Senior ITSM Architect - CTBC

Job Description

The Senior ITSM Architect is responsible for designing, governing, and continuously evolving the IT Service Management architecture, processes, and toolchain across the ContiTech organization. This role leads the strategic direction of ITSM, ensuring alignment with industry frameworks, organizational objectives, and emerging technologies including AI.

As the most senior ITSM role within IT Strategy & Processes, this position owns ITSM process design and governance, drives the ITSM technology roadmap, manages all ITSM tools, and leads the ITSM community. The role also governs the IT Knowledge Management framework and provides advisory services to Competence Centers and Service Owners on service optimization and strategic initiatives.

Key Responsibilities

• Design and govern the overall ITSM architecture, toolchain, and technology roadmap.
• Own ITSM process design and standards, ensuring alignment with ITIL and industry best practices.
• Manage and oversee all ITSM tools, including evaluation, selection, integration, and lifecycle management.
• Lead the ITSM community, coordinating with ITSM role holders (Service Owners, Process Owners, Process Managers).
• Govern the IT Knowledge Management framework, leveraging modern platforms and AI-assisted content curation.
• Consult with Competence Centers and Service Owners to evaluate service performance and recommend optimization measures.
• Support strategic initiatives such as provider consolidation, sourcing strategy, and other IT strategic directions.
• Define and oversee SLA/OLA frameworks to ensure consistent service delivery quality.
• Leverage AI for ITSM tool selection, process optimization, and knowledge management.

Qualifications

• Academic degree in Information Technology, Computer Science, Business Management, or related field
• ITIL Expert or Managing Professional certification strongly preferred
• Additional certifications in COBIT, TOGAF, or ISO 20000 are a plus
• Minimum 5-7 years experience in IT Service Management, ITSM architecture, or IT governance
• Proven experience in designing, implementing, and governing ITSM processes and toolchains
• Deep working knowledge with one or more major ITSM tool suites 
• Experience in vendor evaluation, selection, and management for ITSM platforms
• Demonstrated strategic thinking and advisory capabilities
• Optional: Experience with AI/automation implementation in an ITSM context

Additional Information

What we offer:

The 13-th salary – Paid once a year, in December;
Meal tickets - With a value of 40 Ron;
Private Health Insurance – Health is the most important, so we offer you a medical subscription through Signal Iduna;
Referral bonuses - We encourage colleagues to refer new candidates to us and, at the same time, to get the chance to receive a bonus;
Bookster – Feed your body and your mind. You can borrow books and you’ll receive them at the office;
Sports benefits- It’s important to stay active, so we offer you the 7Card;
Discounts at our partners – We collaborate with different vendors, and we receive discounts for various products/ services like rubbers, restaurants, kindergartens, etc;
System for Rewarding Improvement Ideas – We have an internal improvement program (Continental Idea Management) that gives you the opportunity to come up with ideas and to be honored with an attractive bonus (this is established by the CIM team according to your improvement idea);
Happy days – If you or your child is getting married, or you become a parent, you receive some extra free days;
Life events celebration - If your family is growing, we praise your newborn with a bonus;
Unfortunate events - In case of unhappy events in your life, we support you by offering you free days and financial support (handled on a case by-case basis);
Extra vacation days – You begin with 22 vacation days/year, and starting with the 3rd year with us, we offer you 1 more day of vacation and. We reward employees who reach 15 and 20 years within the company with another day of vacation, reaching a maximum of 29 days.
Professional development - Many opportunities to develop yourself within the company;
Diversity and multicultural mindset - We encourage you to join us no matter who, where, or what you are. We have colleagues from different nations and a variety of languages are spoken in our company.