Service Owner

Job Overview:

The Service Owner is responsible for ensuring the quality and delivery of assigned IT services to one or more customers. This role acts as the primary point of contact between the service delivery teams and the customer, ensuring contractual service levels are met and continuously working towards service improvements. The Service Owner will work closely with internal technical teams and the customer's IT department to provide a seamless service experience.

Key Responsibilities:

• Ensure the delivery of all services according to customer agreements and maintain contractual performance levels.
• Act as the main point of contact for technical service-related matters, providing support to the customer’s IT department and maintaining strong relationships at the technical level.
• Monitor and prioritize incidents, service requests, and changes, ensuring timely and efficient resolution.
• Oversee the implementation of service changes, working closely with the service team to derive actionable tasks.
•  Manage escalations and incidents, providing root cause analysis and updates to both internal teams and customers.
• Regularly prepare and present service reports to customers, ensuring transparency and clear communication on performance.
• Identify opportunities for service improvements, optimizing service structures and processes for better delivery.
• Collaborate with the service manager and key account manager on cross-selling or upselling opportunities to expand customer relationships.
• Ensure that services are delivered within budgetary constraints, monitor financial performance, and identify cost-saving opportunities.
• Take ownership of the continuous improvement of services, proactively driving enhancements to meet evolving customer needs.
• Ensure the correct billing and financial management of services, working closely with financial teams to resolve any discrepancies.

Key Skills and Qualifications:

• Proven experience in IT service management, with a focus on customer-facing roles.
• Familiarity with working in IT infrastructure environments and cloud platforms (AWS, Azure, etc.), with a solid understanding of application management.
• Excellent communication and relationship-building skills.
• Ability to manage and resolve escalations in a calm and professional manner.
• Technical expertise to understand and contribute to the development of solutions that meet customer requirements.
• Strong analytical and problem-solving skills.
•  Experience with ITIL frameworks is preferred.
• Fluently in english and german language is a big plus

Desired Attributes:

• Leadership qualities to manage cross-functional teams.
• Ability to work in a fast-paced and evolving environment.
• Focus on customer satisfaction and service excellence.

What we offer:

• Highly competitive salary proposal

• Strong employee benefits list: brand new office, private medical insurance, certified training possibilities, 24 vacation days + free birthday leave, regular team-building and company events, as well as other benefits according to company’s benefits policy, Bi-annual bonus based on the seniority within the company, meal tickets and different gift vouchers, etc.

• Possibility of growth within Arvato Systems Global Delivery frame

• Interesting projects and solutions implement and operate for Bertelsmann Group and international external customers

• Committed and helpful team with a "WE" feeling

• Possibility to work in mutual trust and positive team environment, to be creative and improve working flows by self-initiatives

• Friendly, multicultural and cooperation orientated colleagues.

About us

Global IT specialist Arvato Systems supports major companies through Digital Transformation. About 3,300 staff in over 25 locations epitomize in-depth technology expertise, industry knowledge, and focus on customer requirements. Working as a team, we develop innovative IT solutions, transition our clients into the Cloud, integrate digital processes, and take on IT systems operation and support.

Today, Arvato Systems Romania has around 130 employees working in an innovative environment and will constantly grow in upcoming years due to many interesting projects and development areas. Does this sound like your dream job? Then apply here - we look forward to your application, also and especially if you can contribute to the diversity of our company!

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Unternehmen: Arvato Systems IT SRL 
Land: Romania
Region: Braşov
Stadt: Brasov
Postleitzahl: 500446
Job ID: 274488