Back to Job Search

Service Delivery Manager - Anti piracy - Entertainment

Job description

Service Delivery Manager - Anti piracy - Entertainment
London/hybrid
Great salary + benefits

My client is an award winning provider of content protection solutions to the entertainment industries.Specialising in video security, they provide integrated technology products and security services to a global client base which includes many of the world’s largest pay-TV broadcasters and OTT platforms. They are currently seeking an experienced Service Delivery Manager (SDM), with knowledge and experience of the content protection or broadcast and media sectors, to work in their Client Services Team; the SDM will be assigned one or more existing or potential clients, and work to ensure that a very high quality of service is maintained throughout the engagement.

This is a customer-facing role where the successful candidate will be responsible for coordinating the functions of multiple engineering, service delivery and operational teams to ensure that the services supplied to the customer are provided effectively and will also be responsible for liaising with my clients commercial teams to ensure that requests or opportunities for new service offerings, or expansions to existing services, are processed and presented accordingly. The successful candidate will also be responsible for the reporting process to the client to ensure that all data and information needs are met in a timely and professional manner.

This role combines customer-facing and operational responsibilities, and so the successful candidate must possess experience and skills in these domains. Additional experience with software systems, knowledge of the technical broadcast and media industry, and an understanding of the current content piracy and security landscape will all be advantageous for this position.

Key daily tasks involve
  • Ensuring that all aspects of a service are delivered at a high standard, and that SLA and KPI targets are met and, where possible, exceeded.
  • Effectively communicating with clients, including senior stakeholders, both in coordinating ongoing operations and answering any questions or concerns. Lead or attend customer meetings, video and phone conference calls.
  • Generating and presenting reporting data to the client, including tailoring such reporting to the needs and interests of the client.
  • Work with internal teams to coordinate and develop processes to meet the requirements of the client and to improve existing processes.
  • Ensuring customer tickets are responded to and resolved in accordance with agreed service levels.
  • Communicating with third parties (e.g. technology vendors, social media representatives, etc.).
  • Define, own, and improve the processes that underpin service delivery to customers.
  • Ensuring services are delivered within their scope boundaries and be prepared to escalate scope breaches with customers when necessary.
  • Maintaining a high level of customer satisfaction and develop a healthy working relationship.
To be considered you must have:
  • Experience in a service delivery management role within a broadcast, content delivery, content protection, or similar technological realm within the broadcast and media industry.
  • Excellent written and verbal and communication skills, with the ability to document and communicate technical concepts to a sometimes non-technical audience.
  • High level organisational and resource management skills, and the ability to work to tight deadlines.
  • Capable of participating in, and driving, customer meetings and presentations.
  • Innovative thinker/problem solver with strong critical thinking and analytical skills; ability to present information in a clear, succinct, and compelling way.
  • A quick learner with a natural ability to absorb technical information.
  • Experience of coordinating with other teams to achieve a common goal in an efficient and timely manner.
  • Familiar with service desk systems and the concepts of ticket management.
  • Capable of working with data sets to extract and analyse pertinent information. Ideally with experience of relevant structured query languages.
  • An understanding of data reporting processes, including attention to detail.
  • Bachelor's or Master’s degree in any field with demonstrated achievement; engineering or computer science disciplines preferred.
  • A flexible approach to working patterns.
Desirable

  • Project or product management.
  • A working understanding of cloud computing.
  • Business proficiency in one or more foreign languages.

If you haven't heard from us with 7 working days its likely your application has been unsuccessful, please do keep an eye on our website for further vacancies. 

Similar Jobs

View All Jobs
Senior Account Manager
CompetitivePermanent

Senior Account Manager – Sports/Entertainment Permanent/ London Competitive Salary Our client is looking for an experienced Senior Account Manager, with solid integrated experience to join their te...

Market Service Owne
Glasgow£10 - £15 per hourTemporary

Market Service Owner Location: Glasgow Length: 6 Months Rate: £10.00 - £15.00 per hour Hours: 9am – 6pm The Market Service Owner role offers an exciting opportunity to be a key player in a customer...

Senior Marketing Manager
LondonCompetitiveTemporary

Senior Marketing Manager - Music 12mth Contract Location - London/hybrid Our client is a high profile music/entertainment brand and they are looking for a Senior Marketing Manager to join their mar...

Audience Manager
LondonComp salary plus bonusPermanent

Audience Manager - Music Central London Comp salary My client is a well known profile global music label. They are currently looking for an experienced digital marketer to join their audience team....

CRM/Marketing Manager
LondonComp salaryPermanent

CRM/Marketing Manager Global Music Label Comp Salary This role comprises of a comprehensive consumer relationship-marketing service to a music label and most importantly to their consumers. This ro...

Professional Services Resource Coordinator
London£100 - £120 per dayTemporary

Professional Services Resource Co-ordinator Location: London Length: 6 Months Rate: £100.00 - £120.00 per day   Hours: 9:00 am – 6:00 pm This person will support the EMEA Operations and Professiona...

Digital Research Manager - TV
LondonCompetitive salaryPermanent

Digital Research Manager - TV Comp salary & bens Central London but WFH currently This sought after boradcasting brand are looking for 5+ years' work experience in a non-linear digital media / vide...

13991499 Customer Service Executive L6
Belfast€9.29 per hourTemporary

Are you looking for your next job opportunity? Are you an experienced Customer Service Officer? If so, this role may be the role for you.. Job Title: Customer Service Executive Location: Belfast Co...

13991499 Customer Service Executive L6
Belfast£8.63 - £9.29 per hourTemporary

Are you looking for your next job opportunity? Are you an experienced Customer Service Officer? If so, this role may be the role for you.. Job Title: Customer Service Executive Location: Belfast Co...

Digital Project Manager
London£40000 - £50000 per annum, Benefits: Competitive SalaryPermanent

Digital Project Manager – Healthcare Permanent/ London Competitive Salary   Our healthcare client is looking for a Digital Experience Specialist to join their team.  The client is in an exciting pe...

Marketing Manager
LondonComp salaryPermanent

Marketing Lead - Clean-tech Perm role London Competitive Salary   My client is a fast moving clean-tech company. They are seeking an experienced Marketing Manager, with a strong track record of del...

Marketing Manager
LondonCompetitivePermanent

Marketing Manager– Music Permanent/ London Competitive Salary   Our global music client is looking for a Marketing Manager to join their team.    Responsibilities: Produce and manage marketing camp...