Service Delivery Executive
Deluxe Entertainment
London, UKThis was removed by the employer on 7/29/2021 7:37:00 AM PST
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Full Time Job
Deluxe is a global leader in media and entertainment services for film, video and online content.
Job Title: Service Delivery Executive
Department: Service Delivery
Main Purpose of Role
The SDE is a member of a team that builds and maintains day-to-day relationships with our customers. As such, the role demands client focus, professionalism, and attention to detail. SDE's receive, enter, and monitor service orders and provide timely information to our customers about related inquiries and issues. They communicate by phone, email, and in-person, and they use a variety of industry-standard and custom-built software tools.
The SDE is the functional bridge between core operations and the CS team and ensures that Deluxe delivers services that meet our highest standards. The SDE must coordinate activities across a variety of internal and external groups and therefore, must be adept at multi-tasking and following through on commitments.
The role will require the ability to adapt to changing environments both from a workflow and technology aspect and work in a high-performance manner throughout.
The successful candidate will have familiarity with media industry services.
Key Tasks / Objectives
• Liaise with studio and vendors for the placement of orders and receiving associated components
• Monitoring of order progress through various stages media ordering, transcoding, product and metadata creation ensuring all stages are completed on time.
• Utilise and monitor production databases and computer systems, inputting data as necessary to track progress using various tools and data management software
• Liaise with in house media, transformation and packaging teams in relation to above mentioned stages
• Query and research internal content management systems to determine content availability
• Access individual content providers dedicated. Ingest sites for the download or pull of digital files.
• Review business requirements, specifications, business processes and recommendations related to proposed solutions
• Work with internal teams to understand business requirements and translate into system requirements.
• Quickly understand business issues facing the organisation and clients to identify how they can be resolved through the systems.
• Identify ways in which to simplify or streamline processes within the business for the client.
• Use design patterns to identify appropriate solutions to common problems.
• Ensure Deluxe meets the highest standards of service delivery
• Help identify opportunities for improving Deluxe services and efficiency
• Any member of staff may be asked to perform any task (subject to training and Health and Safety requirements) dependent upon the business needs.
• Responsibilities are not limited to the above description and may be modified at any time by the Company.
Person Specification
Type of Experience:
Essential:
• Good level of experience in a client service role, or similar, with demonstrated front-line responsibilities
• Media production and/or distribution experience
Skills:
Essential:
• Ability to communicate clearly and concisely by email, phone, and in person with a high degree of professionalism
• Outstanding organisational skills managing multiple tasks against deadlines
• Ability to take ownership of issues and coordinate their resolution with internal and external groups
• Strong familiarity with Microsoft Office applications, including Outlook, Word, and Excel
• Working knowledge of XML creation, editing, and troubleshooting
• Demonstrated success with working effectively with technical players.
• Ability to accommodate change and adapt accordingly.
• Excellent planning/organisational skills
• Attention to detail and accuracy
• Diligent, self-motivated, focused and reliable
• The ability to continuously prioritise own workload and meet the business needs
Preferred:
• Leadership qualities, including meeting facilitation, time management, organizational skills, strategic planning, risk management, and ability to influence others.
• Strong understanding of technical video, audio, and subtitle specifications (e.g. video bitrates, codecs and file formats)
• Secondary language fluency required in Mandarin, Cantonese, Japanese, French, Russian, Korean, Italian, or Spanish
Competencies
• Business Focus: Understands how own role links to other areas and the implications of actions for other parts of the business. Recognises and uses the organisation's decision making processes. Aligns one's own behaviour with the needs, priorities and goals of the business.
• Influence, negotiation and impact: Presents own position confidently using logical argument to convince/persuade others and presenting information in a way they will understand and find most satisfactory. Takes a partnership approach aiming for a win-win outcome
• Communication: Shares and receives information in a polite and friendly manner. Communicates clearly, concisely and presents information professionally
• Building Relationships: Builds networks and relationships across the organisation and externally. Maintains and develops meaningful and reciprocal relationships
• Initiative: Pre-empts problems, captures opportunities and takes initiative. Takes ownership for responsibilities, including actions and outcome. Proactive and quick to learn.
• Planning and Organisation Establishes priorities and develops clear, efficient and logical approaches to meet set deadlines and to achieve goals.