Service Owner

Job Overview:

The Service Owner is a customer-facing leadership role responsible for ensuring the delivery and continuous improvement of IT services for a dedicated enterprise client. The role focuses on operational excellence, service quality, stakeholder engagement, and driving customer satisfaction (In case the candidate asks, this role is similar to a Service Delivery Manager but with a stronger emphasis on people and strategic service leadership).

This person acts as the interface between delivery teams, service management, key account management, and the customer. While the Service Owner does not perform administrative tasks for the supported services, a foundational understanding of them is essential.

Key Responsibilities:

1. Service Delivery & Operations
•    Ensure all services are delivered in accordance with contractual agreements and SLAs.
•    Lead and coordinate change initiatives for Workplace Services (e.g., M365, Intune, Mobile Device Management, Voice, File/Print services, LAN/WLAN, etc.).
•    Proactively manage and escalate incidents and SLA breaches.
•    Monitor financial performance and align service delivery with the customer’s budget and expectations.
•    Oversee service development and initiate continuous improvement initiatives.
2. Stakeholder Engagement
•    Serve as the main point of contact for technical service issues, working closely with the customer’s IT department.
•    Maintain strong working relationships with stakeholders including service managers, key account managers, technical administrators, and the customer’s internal teams.
•    Communicate primarily in German with the customer and delivery teams.
•    Act as Squad Lead for a virtual team of system administrators across various workplace services.
3. Reporting & Governance
•    Provide regular and transparent service performance reports to the customer.
•    Monitor SLA compliance and ensure corrective actions are implemented when necessary.
•    Manage and track the roadmap and strategic direction for assigned services.
•    Ensure proper billing and financial reconciliation in collaboration with finance teams.

4. A Day in the Life:
•    Leading coordination meetings with customer and internal teams.
•    Reviewing SLA and performance reports.
•    Managing changes, small rollouts, and service improvement initiatives.
•    Tracking budget and service costs.
•    Driving problem management processes.
•    Acting on escalations and interfacing with key stakeholders.

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 languages

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.

Arvato Systems is an international IT specialist that supports major companies in Digital Transformation. We stand for strong industry knowledge, in-depth technology expertise and a clear 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. As part of Bertelsmann, we are built on the solid foundations of a German global corporation. At the same time, we rely on our strong strategic partner network with top international players such as AWS, Google, Microsoft and SAP. We make the digital world easier, more efficient and more secure and our customers more successful. We Empower Digital Leaders.

Today, Arvato Systems Romania has around 140 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!

Received application information is treated as highly confidential and will only be used for recruitment process of this position. Data submitted will be secured and processed only for the purpose of recruitment and shall be deleted after its conclusion.

For more information, please click here.

Unternehmen: Arvato Systems IT SRL 
Land: Romania
Region: Braşov
Stadt: Brasov
Postleitzahl: 500446
Job ID: 279797