Your new company
You will be working for a known organisation. The role is working 80% remotely and 20% on-site in London. The rate is £550 per day inside IR35. The duration of this role is 6 months.
Your new role
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 BringOperations 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 AutomationPractical experience designing AI-assisted capabilities using natural language processing, speech analytics, r...
Senior Product Architect employer: Hays Specialist Recruitment Limited Careers
Hays Education is an exceptional employer, offering a supportive and collaborative work environment for SEN SLD/PMLD teachers in the Hounslow/Hillingdon area. With access to exclusive vacancies, ongoing professional development, and a dedicated consultant to guide your career, you will find ample opportunities for growth while making a meaningful impact on the lives of pupils with special educational needs. Join us to be part of a community that values inclusivity and fosters both personal and professional development.
Contact Details:
Hays Specialist Recruitment Limited Careers Recruitment Team
