Service Delivery Manager
Discovery Communications
London, UKThis was removed by the employer on 6/18/2019 9:31:00 AM PST
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Full Time Job
We are looking for a Service Delivery Managerto oversee a number of key functions within the Development environment, which 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 IT team to achieve those expectations to a high standard.
This is to provide Service Delivery Management to a live, bespoke product with a large existing user base. The product is cross platform and cross territory so some travel will be involved
Responsibilities
• Introduce Service Management process
• Maintain high performing service support functions
• Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
• As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
• Release management. Track and oversee all releases
• Strict adherence to version control
• Act as the gate and host go-no go decisions for all live deployments
• 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
• Understanding of Jira and tracking bugs through to resolution
• Demonstrable use of debugging proxy tools (such as Charles)
• Experience of use and configuration of Zendesk to assist in customer service support
• Proven ability to make recommendations for Service Improvement
• Plans and ensure actions are followed through to completion in a timely manner
• Demonstrable background in liaising 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 performance
• Able to manage and prioritise and tasks and time efficiently
• Able to demonstrate initiative and a proactive approach to daily tasks
Requirements
• Proven delivery and/or on-going service management of video-on-demand platforms
• Proven end-to-end service management across web, mobile and connected devices applications
• Extensive service management experience, live issues, route cause analysis, escalations, disaster recovery, 3rd party support & heighten awareness (on-call support) for live event/critical deliveries
• Monitor service quality across various monitoring tools.
• Coordinate releases across multiple platforms, managing Go-No-Go’s, ensuring teams follow release process, issuing release notifications and conducting follow-up incident reports
• Working closely with the development and test teams within an Agile development framework including Scrum & Kanban, through to supporting the customer support teams & end users
• Strong technical understanding and problem solving
• Experience in working with off-shore teams and 3rd party suppliers
• Support continuous improvements of the service management process
• Strong communication and organisational skills. Ability to self-organise, take ownership of a project and drive it through to completion
• Ability to present to and manage stakeholders throughout the support life cycle
• Ability to identify and manage risk throughout a project–escalating and resolving issues as they happen
• Able to build strong relationships and achieve results under potentially difficult circumstances
• Ability to manage and mitigate conflict within the team
• Proven ability to work well under pressure with a high degree of flexibility and a positive approach
• Produce detailed service quality reports to key audiences including senior management
• Strong customer service ethos, committed to quality, with the will and enthusiasm to drive improvements
Desirable
• Experience in managing a service within an agile environment with continuous deployments
• Experience with JIRA and Confluence
• Experience in working across territory
• Strong problem solving and analytical mind set
• In-depth understanding of digital (OTT) and broadcast technology
• Knowledgeable on metadata and video transcoding workflows and systems
• Experience with multilingual application development and roll-out