Service Architect

Responsibilities

• Define and maintain end-to-end service architecture frameworks, standards, and design principles for Business Hub service delivery
• Ensure alignment between service architecture, service catalogue, and delivery tower capabilities
• Support service scope definition and changes (onboarding, scaling, de-scope) in line with governance frameworks for Business Hub service delivery
• Collaborate in handling service exceptions, escalations, and structural changes
• Design services for scalability, standardization, and reusability across Business Hub
• Integrate process, data, and technology perspectives into coherent service designs
• Support service development and continuous improvement initiatives in collaboration with towers and DDAI teams
• Ensure services are measurable through defined KPIs, enabling performance management and benchmarking

Requirements

• You have master's degree in business, engineering, information management, or related field
• You have minimum 3-4 years of experience in service design
• You have strong experience in service architecture and/or service concept design
• You have knowledge of service management frameworks (e.g., ITIL) and shared service models
• You have experience in cross-functional transformation environments
• You have ability to connect business processes, data, and technology into cohesive services
• You have strong stakeholder management skills
• You are fluent in English; other languages are considered an asset
• This is what we offer to you
• A meaningful job: We have an inspiring purpose "We renew the everyday for a future beyond fossils". Our work is impactful and transformative.
• A caring community: Our community is built on great team spirit and shared commitment. We care about each other and the well-being of our colleagues. We support the work-life balance of all our employees.
• Development opportunities: We offer you great opportunities to learn and grow throughout your career. We are an international, multi-business organization offering plenty of avenues for personal growth.
• Learn about our Rewarding and our Ways of working
• Additional information
• The position holder will report to Senior Manager, Service Excellence.
• This job requires regular work from office every week in hybrid working model (3 days per week from the office).
• Please apply via the link above and attach your CV in English latest till July 1, 2026. Please note that we accept only applications submitted through our online application system. We begin reviewing applications as they are received, and you may be contacted before the application deadline.
• For support with submitting your application, please contact HR Service Center at careers@upm.com or tel. +48123999499.
• For further information about the role, please contact Sophie Schnepf at
• sophie.schnepf@upm.com
• If you have any concerns about the recruitment and selection process, you can report those online through the UPM Report Misconduct channel using the link: https://www.upm.com/investors/governance/compliance/reportmisconduct/
• UPM is a material solutions company, renewing products and entire value chains with an extensive portfolio of renewable fibres, advanced materials, decarbonization solutions, and communication papers. In Poland, U

Additional Information

Would you like to join a global, growing company that innovates for a more sustainable tomorrow? UPM could be the team for you. We are frontrunners in developing renewable alternatives to fossil-based materials. Besides enabling both businesses and consumers make more sustainable choices, we strive to create a positive UPM experience for all our employees around the world. We live by our values - trust and be trusted, achieve together, renew with courage. Together we can renew the everyday, for a future beyond fossils! Learn more about us as a workplace upm.com/careers We are now looking for a Service Architect to join our team in Wrocław UPM Business HUB, Poland. Greetings from your future manager "We are looking for a positive, self-driven and ambitious colleague to join our newly established Service Excellence team. Our focus is on building a robust service management concept with the target to have scalable, future-ready services and deliver excellence service experience for our partners. In this role, you will be responsible for overall service architecture framework, as well as for aligning key stakeholders to maintain and continuously develop our service catalogue and delivery capabilities. As your future manager, I look forward to working with you and supporting you in bringing your drive, expertise, and fresh ideas to our shared journey." - Sophie Schnepf, Senior Manager, Service Excellence

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