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IT Service Delivery Manager

Company: Arvato Systems North America, Inc. 

Requisition ID: 228822



As the IT Service Delivery Manager (SDM) you will be responsible for ensuring reliable and responsive delivery of service to our customer(s). Including overseeing the support of existing solutions, close collaboration with consultants and product development teams and building relationships with our clients and partners, especially with their IT Operations. The IT Service Delivery Manager periodically reviews various incident management metrics and works with the team to continuously improve process performance.


We are looking for someone with experience in agile delivery methodologies (Kanban or Scrum), who takes initiative, possesses a service-oriented attitude, and can effectively communicate with both clients and internal counterparts.

Experience in Broadcasting and/or Advertising industry is a plus.

What will you do?

  • Build relationships with client representatives and serves as the key contact making sure the client’s needs are met
  • Oversee and participate in Incident Management and Change Management processes for one or several of our clients
  • Plan, organize, and oversee deliveries of new software versions
  • Facilitate self-organisation of the delivery team and communicate with multiple agile development teams
  • Communicate at all levels within IT as well as businesses groups; including executives via monthly service reviews
  • Ensure root-cause analysis is performed to determine underlying causes and participates in problem resolution for complex issues at all levels

What do you need to succeed?

  • We are looking for a candidate with 2 or more years of experience with Kanban or Scrum
  • A strong communicator who assesses their audience and can clearly articulate thoughts, build and facilitate meetings, workshops, and events
  • Strong strategic and critical thinking skills; ability to see the “big picture” while also diving into details
  • Curiosity about business processes and applications that allows them to understand the impact of requested changes or service disruptions
  • A collaborative team member who motivates the team, removes impediments, and provides support
  • Experience in the broadcasting and/or new media industry is an advantage

Qualifications and Education Requirements:

  • Bachelor degree in Computer Science, Engineering, or equivalent related professional experience


As a global next generation IT systems integrator, Arvato Systems focuses on “Digital Transformation Solutions”. With our innovative IT solutions, we support the digital transformation of our customers worldwide. We enable a wide range of industries - from global trade to the international media industry to energy and utilities. More than 3,000 employees at more than 25 locations work for us. Our customers, well recognized brands value our excellent know-how, comprehensive technological knowledge, and our entrepreneurial spirit.


What we do is interesting, challenging, and can really move things for both you and your career. We are looking for people who aspire to perform at a higher level while working together as a team. You will have many opportunities to take an active role and demonstrate your skills. We offer the ability to work with a great team as well as flexibility to balance work and life. We expect a high level of individual initiative, assertiveness, and the willingness to take on responsibility and to approach things in an enterprising way.


We offer comprehensive remote work options and our well-structured and flexible processes allow us to work from home effectively while maintaining a healthy work life balance. Hybrid work is the new way of work for us: we combine remote work with some office time to make sure you feel connected & enjoy your freedom at the same time.


Arvato Systems North America, Inc. is proud to be an equal opportunity employer who values a diverse and inclusive workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability status, age, sexual orientation, gender identity and expression, marital status, citizenship, HIV/AIDS status or any other legally protected factor.



About our company:
Arvato - the spirit of solutions!

We at Arvato provide a comprehensive range of services and solutions to our business partners in the consumer electronics, high-tech, telecommunication, networking and industrial sectors. With more than five decades of experience and our global footprint we create value for our customers and ensure that they are well equipped for the challenges of their markets.

Arvato is a part of Arvato AG/ Bertelsmann, an internationally networked outsourcing provider. More than 65,000 employees design and implement solutions for all kinds of business processes across integrated service chains, for business customers from around the world. Its portfolio includes all services related to the creation and distribution of printed materials and digital storage media, as well as data management, customer care, CRM services, supply-chain management, digital distribution, financial services, professional and custom IT services, and the direct-to-customer distribution of educational media. Arvato is a wholly-owned subsidiary of Bertelsmann SE & Co. KGaA.


Company: Arvato Systems North America, Inc. 

Country: Canada 

State/Region: Ontario 

City: Toronto 

Postal Code: 66777 

Job ID: 228822

Date:  Aug 10, 2022

Toronto, ON, CA, 66777

Job Segment: Service Manager, Telecom, Telecommunications, Manager, Supply Chain Manager, Customer Service, Technology, Management, Operations

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