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Sr Manager IT Operations and Service Management

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Date: Dec 6, 2017

Location: Chandler, AZ, US, 85226

Status: Open Position

Company: Arvato Digital Services LLC - Arvato CRM USA 

Requisition ID: 12888


Position Summary:

Providing exceptional vision and leadership, Sr. Manager, IT Operations & Service Management leads a team of IT professionals to coordinate, implement, maintain and continually improve IT data center systems, networks and end-user support services for Arvato. Reporting to the Chief Information Officer (CIO)/ Sr. Director IT, the Sr. Manager oversees a team of IT professionals with managers and supervisors as direct reports. This role is responsible for ensuring an exceptional customer experience, establishing service level agreements that align with business and research strategies, developing staff, streamlining processes, maintaining efficient and high quality operations, managing budgets and managing vendors and contracts.


Overall Responsibilities:

  • Oversee the deployment, monitoring, maintenance, development, documentation and support of high quality, reliable IT systems, networks and end-user support services.

  • Oversee incident, problem, availability, change and configuration management.

  • Manage and coach the IT Service desk, systems administration and network & field staff for excellent performance and staff development.

  • Work in conjunction with IT Enterprise Architecture, IT leaders, business and research stakeholders to formulate and deploy strategic plans for acquiring and enabling efficient and cost-effective information processing and communication technologies.

  • Contribute to IT-wide project prioritization and resourcing efforts.

  • Create and drive an ongoing environment and culture of exceptional customer experience.

  • Lead the design and sustainable implementation of a defined IT Service Management framework.

  • Define and communicate project milestones and service level agreements.

  • Develop key performance indicators and perform continuous process improvement.

  • Develop and review budgets and ensure they comply with stated objectives.

  • Oversee vendor selection processes and vendor and contract management.

  • Maintain exceptional communications with the organization’s leadership, customers and staff.

  • Performs other duties as assigned






Job Requirements:


  • 10+ years of experience in managing technology operations and teams, with at least 5 years involving delivering infrastructure design and operational excellence; advanced knowledge and experience developing IT staff & IT organizations.

  • Master’s degree in Computer Science or equivalent experience preferred.

  • ITIL Foundations v3 certification.

  • Proven, hands-on network operations experience

  • Proven experience with a broad spectrum of technologies including networks, communications, servers, storage systems, backup/archive, integration systems, high availability, disaster recovery and data security systems.

  • 5+ years demonstrated success in leading a highly motivated, engaged team of 20+ team members. Strong understanding of human resource management principles, practices, and procedures. Demonstrated experience in transforming teams through process improvement, performance management, realignment and hiring to achieve higher performance levels.

  • Demonstrated track record of leading a team where customer experience was a priority. Advanced interpersonal skills to engage with peers, customers and senior management to achieve excellent partnership and results.

  • Exceptional organizational and project management skills, including the ability to plan, schedule, and successfully carry out multiple projects at the same time to successful conclusion.

  • Exceptional knowledge and success with service definition and delivery.

  • Knowledge of ITIL concepts and current technology protocols and standards.

  • In-depth knowledge of applicable laws and regulations as they relate to IT (PCI, CLIA, HIPAA, GxP).

  • Ability to research and troubleshoot IT issues and products and present ideas in business-friendly and user-friendly language.

  • Highly self-motivated, self-directed, and attentive to detail with ability to effectively prioritize and execute tasks in a high-pressure environment.

  • Excellent written, oral, and interpersonal communication skills.

  • Excellent written and verbal communication skills.

  • Ability to maintain a detail oriented approach while multitasking in a fast paced environment.

  • Proficient in all currently supported technology standards in use at arvato Bertelsmann.

  • Ability to write reports, business correspondence and procedures manuals.


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.

Nearest Major Market: Phoenix

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