Director Of Digital Broadcast

This is a Full Time Job

Overview

Reporting to the VP Technology Operations (UK), the post holder will help develop the strategic vision for the 24/7 Technology Operations Centre organizational unit. With a team of approximately 40 staff globally (primarily US and UK) this team has grown rapidly and at times you will have teams of over a 100 staff. The team is responsible for ensuring all digital play out runs smoothly and any issues are resolved to prevent impact to the consumer experience. They will ensure that new product launches, new affiliate onboarding and any new releases to Discovery services are transitioned from the Development teams into Operations to support.

The successful candidate will have direct reports of 5-10 Operational managers globally, who in turn manage teams, the teams work 24x7 and manage all live sporting events such as the Olympics, Australian Open, Football leagues and many more. The group ensures content distribution on both linear and Digital is as expected. We are looking for someone who is forward focussed and can continuously grow and take the team to the next level by implementing automation and new technologies.

The team’s objective is to ensure there is no impact to the consumer experience by using a variety of tools and monitoring systems available to them such as Pager Duty, ServiceNow, Dataminer, SolarWinds, Splunk, MUX and many more. This teams aim is to provide proactive support and carry out fixes across the platform, escalate incidents to specialists, Dev Ops and Operational service teams following incident management as well as communicating Major incidents to senior stakeholders, affiliates, and our customer services teams globally. They work very closely with the core operational staff such as commentators, editors etc

Responsibilities

• Ensure all systems and service transitions are standardised, documented, and the teams are all trained effectively to support and understand the digital services such as Discovery and Eurosport's player. Creating a blueprint model for services transitioning into support
• Define a clear Support Model, taking the team to the next level and constantly looking at ways to improve the service the team provides by creating training plans, roadmaps and succession planning. Identifying additional support that the teams can provide to take pressure off of the specialist teams to get quicker resolution
• Ensure there are Service definitions and all processes and procedures are well documented
• Defines KPI and service metrics framework. Ensure reporting cycles are adhered to and corrective measures are put in place to maintain support targets
• Ensuring all core sporting events have the correctly allocated resource.
• Service reporting and chairing programme boards
• CAPEX and OPEX budgeting including managing 3rd parties
• Deputising for the VP Technology Operations as required with a scope to managing multiple skilled teams across Infrastructure, Networks, Distribution and Digital.

Qualifications

• Substantial experience in leading support teams globally
• Highly organised with experience of managing fast moving projects such as Olympics readiness, Support model changes etc
• Excellent communication skills at all levels. This role has multiple stakeholders so you’ll need to be able to present at all levels of the organisation and be flexible across different time zones
• Demonstrated Broadcast Operations experience is essential. Experience of leading 24x7 teams in a Broadcast environment.
• Good knowledge of broadcast distribution methods for both Linear and Digital.
• Experience in a service delivery environment and understanding of technical support processes and workflows, delivering service improvements following an ITIL framework
• Change and transformation experience would be highly beneficial as we continue to change and grow
• Thorough understanding of headcount requirements with a demonstrated ability to recruit, develop, and retain staff
• Ability to maintain focus in a high-pressure environment