Head of Service Operations

We are looking for 

Head of Service Operations

We are looking for a highly motivated and experienced Head of Service Operations to lead and manage the Technical IT Service Delivery day-to-day operations.

General Responsibilities:

• Responsible for the Technical IT Service Delivery day to day operations for Arvato Systems Latvia

• Develop and execute a business strategy for exceptional service delivery by implementing best-in-class technologies and practices

• Leverage key performance metrics to drive customer satisfaction and overall operational efficiency

• Develop reports, setting targets, promoting company growth, forecasting trends and patterns of the company and marketplace 

• Incorporate corporate and business unit objectives to team objectives to ensure alignment and engagement in key priorities 

• Serve as a resource lead for internal counterparts on customer service specific projects and initiatives 

• Provide leadership in resolution of complex and high-priority service issues, as escalated from internal counterparts or external customers, to effectively ensure prompt and accurate resolution and customer satisfaction 

• When/where required, be contactable for escalations and support

• Provide leadership and coaching to team through appropriate leadership techniques, providing employee feedback through effective performance management practices, ensuring employee skill and leadership development, customer satisfaction and level of service delivery 

• Collaborate effectively with other Business Units of Arvato Systems to meet and deliver high quality solutions for internal counterparts and external customers 

• Incorporate company culture and uphold environment of respect and trust in business decisions, keeping people at the heart of Arvato Systems.

Job Requirement:

• Bachelor or master’s degree in Information Systems, Computer Science, Computer Engineering, or equivalent

• Minimum 10 years of good track record in IT Service Management leading role in a combination of IT Operations and Administration disciplines including but not limited to Connectivity, Software, Application, Databases, and IT Infrastructure Management (Managed Services)

• Exceptional understanding and good track record of experience in IT Service Delivery scope of services and Service Level Agreements for superior operational excellence

• Excellent skills in developing presentations, resource planning, resource forecasting and reporting development

• Good experience in IT services sales processes, IT services contract review, service architecture development and service delivery implementation

• Good understanding of Amazon Web Services, Azure, Google Cloud and Oracle Cloud Infrastructure

• Good experience in industrial vertical business processes including but not limited to Utilities, Logistics, Consumer products, Manufacturing and mid to large Enterprises

• Experience in managing Profit and Loss is an added advantage

• Professional certifications in Project Management, TOGAF, ITIL and Cloud Related topics are an added advantage.

• Excellent English language skills (both - verbal and written).

We offer:

• Monthly gross salary from 3500 to 5500 EUR, depending on your level of expertise. 

• Hybrid way of working with cozy office space in the center of Riga and flexible working hours opportunities, based on your own preferences. 

• Family-oriented company values and healthy attitude towards work and life balance - granting additional 4 vacation days, birthday leave, "Happy Land" space in the office for children, etc. 

• Individual development and learning plan, including yearly budget for external training. 

• Necessary essentials – health insurance with dental services and sports coverage. 

• 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.