Director of Service Delivery

This is a Full Time Job

Universal Music Group is currently seeking a Director of Service Delivery in our Woodland Hills, CA location:

The Director, IS Service Delivery Management is responsible for ensuring UMG’s external sourcing providers perform to the service level contractually required. This includes the types of services, the quality of services, and the timeliness of the services delivered. IS Delivery Management will ensure that the daily operational service requirements are met and any service failures are correctly reported and documented.

Primary Responsibilities

The responsibilities of this position include, but is not limited to, the following functions in the Infrastructure Services organization:

* Manage UMG relationship with Sourcing Provider’s designated Service Delivery Managers
* Primary escalation point for the UMG Application communities and Sourcing Provider(s) for operational issues, ensuring their timely resolution & communication
* Attend Daily Briefing call to provide update on any open issues or scheduled changes
* Hold weekly meetings with Sourcing Provider’s Service Delivery Managers prior to the weekly Service Review meetings to review outstanding issues. Participate in weekly Service Review meetings with Sourcing Provider(s)
* Review any outstanding or potential service issues with the Sourcing Provider(s)
* Ensure Sourcing Provider(s) deliver Root Cause Analysis for any critical service issues. Provide feedback and ensure agreed recommendations are implemented.
* Monitor infrastructure operational alerts e.g. environmental, servers and devices and escalate as necessary.
* Ensure compliance with problem management and change management procedures and standards by all Sourcing Provider(s)
* Attend weekly Change Management meeting to provide feedback on any scheduled changes and approve changes in a timely manner
* Ensure timely administration of problem and change management systems by the analysts assigned these tasks (We should discuss as I think this can be removed)
* Manage all SLA’s with Sourcing Provider(s) monitoring their performance. Review SLAM and other service level management reports and statistics as necessary ensuring accuracy of vendor reporting
* Produce management reports and statistics as necessary
* Attend regular meetings with internal stakeholders, including 3rd Party application vendors, Sourcing Provider(s) and other UMG staff
* Oversee HPES Project Management as required to ensure projects and service improvements are implemented effectively
* Liaison with application teams on infrastructure project requirements
* Generate and submit Service Requests or follow other Sourcing Provider(s) project request process to initiate projects.
* Develop required processes to ensure effective service delivery
* Ensure Capacity Planning reports are provided by Sourcing Provider(s), review and provide feedback
* Ensure Technology Roadmaps are developed by Sourcing Provider(s).
* Maintain relationships with divested business units under TSAs, including others as they may occur (Is this still relevant)
* Controls and Compliance process management for all outsourced services’ owned and supported processes and controls, including validation of SAS 70
* Manage UMG’s participation in scheduled Disaster Recovery activities
* Participate in implementation of new outsourced service agreements
* Conduct UMG user satisfaction surveys and follow up active or potential issues (is this still relevant?)
* Attend regular meetings with UMG contract management groups
* Ensure project technical designs and quotes provided by Sourcing Provider(s) meet UMG’s business requirements and is in compliance with UMG infrastructure and security standards
* Validate and approved monthly invoices for service tower from vendors
* Other tasks as deemed necessary or appropriate
Relationships Internal
* Receives direction and guidance from the Sr. Director, IS Vendor & Customer Relationship Management
* Must work with other IT staff members to identify any SLA failures or issues in delivery of outsourced services.

External

* Works closely with the Disaster Recovery planners
* Works closely with the Sourcing Providers Service Delivery Managers
* Works with the UMG application communities
* Works with the UMG Transition Service Managers and divested business units’ TSM managers as necessary
* Works with IT hardware, software and outsource vendors
* Work closely with UMG contract management groups
* Maintains an excellent working relationship with all of IS customers for managing the availability of systems and problem resolution

Job Requirements:

BA or BS degree or an equivalent combination of formal education and applicable experience.

Experience in service management
Communicate clearly in both the written and verbal mode to technical and non-technical audiences
Manage time well and handle the details of several technical tasks simultaneously
Customer and service delivery oriented