Senior Tech Ops Manager
Discovery Communications
London, UKThis was removed by the employer on 4/16/2020 5:32:00 AM PST
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Full Time Job
The London-based Digital & Technology department is Discovery’s centre-of-excellence for digital product development and user engagement. We innovate and bring to life transformational video-on-demand products–redefining how lovers of Discovery’s content engage with the shows they know and love across the globe. As the Digital & Technology team continues to grow we’re now on the lookout for an enthusiastic, detailed orientated Service Delivery Manager to support the Dplay Tech Operation.
Responsibilities
As the Service Delivery Manager you will oversees a number of key functions within the product development environment that enable the delivery of a high-quality service to end users, and to ensure service support and service delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the Service Delivery and Operations team to achieve those expectations to a high standard. This is to provide Service Delivery & Operations Management to a live, bespoke product with a large existing user base. The product is cross platform and cross territory so some travel may be involved.
Service & Release Management
• Oversee Service Management process for Dplay and applying continuous improvements
• Maintain high performing service support functions.
• Own the Release management process. Track and oversee all releases
• Strict adherence to version control
• Act as the gate keeper and host go-no go decisions for all live deployments
• Own and support the Incident, Request, Change and Escalation processes, ensure they meet high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
• As owner of the escalation process you will own major incidents, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
• Drive internal and third party service review meetings covering performance, service improvements, quality and processes
• Work with internationally distributed teams to ensure service escalation process are in place and maintained.
Performance & Quality
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
• Provide regular and accurate management reporting on IT Service & Release performance
• Able to manage and prioritise tasks and time efficiently
• Able to demonstrate initiative and a proactive approach to daily tasks
Requirements
2 year operational experience within a media or technology company preferred
• Understanding of Confluence and Jira for tracking bugs through to resolution
• Excellent communication skills
• Exceptional organizational skills and attention to detail
• Ability to work well in a matrix environment with internationally based teams
• A proven track record of multi-tasking in a fast-paced environment
• Desire to take on extra responsibility and work under own initiative
• Strong computer skills including Microsoft Office or Apple equivalent, Slack, Outlook, Zoom.
• Strong troubleshooting and problem-solving skills with attention to detail
• Ability to work independently and take initiative, a self-starter
• Working for a global company (maybe required to travel to other office locations).