Service Delivery Manager

Apply for this position Please mention DailyRemote when applying
Posted 6 days ago United Kingdom Salary undisclosed
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Job Description

Service Delivery Manager



London (Grays Inn Road) or Home Working

Why you should join us

We connect with millions of people every day, make content they can't get enough of and reflect and shape the world we live in and we do all this through the power of creativity.

Simply put, as a Media and Entertainment brand at heart, we are people-focussed and place a huge emphasis on innovation. With the rapid shift in industry trends, from VOD streaming to programmatic AI and ever-changing consumer tastes, accelerating the demand for high-quality, high-volume content delivery at scale we are looking to leverage our long-standing reputation as the largest commercial TV network in the UK in order to create a technology-first media platform that caters to an increasingly diverse worldwide audience.

With all this innovation we need an experienced Service Delivery Manager for a number of key services and the full lifecycle of Supplier Management.

What youll be doing:

As a Service Delivery Manager you will be responsible for:

  • Managing the relationship, performance and governance of a portfolio of key services and suppliers.
  • Supporting with the onboarding of new suppliers. Establishing support and governance processes to ensure successful operations
  • Supporting new supplier selection, and negotiating contracts / renewals, with focus on defining service expectations and SLAs that maximise service value for ITV.
  • Supporting the progression of significant incidents and key lessons learnt.
  • Defining and managing continuous service improvements across the supplies.
  • Working with internal teams to define and improve relevant KPIs across services

Skills / Experience Required:

To be considered for this opportunity, you will need to demonstrate experience in the following (Minimum Criteria):

  • Service Delivery experience
  • Extensive Supplier and Vendor Management Experience including contract negotiations
  • Experience of running or presenting in governance forums such as Monthly Service Reviews and Quarterly Business Reviews
  • Experience of driving service performance to consistently meet and exceed SLA's / KPI's
  • Experience of creating Service and Support processes from ground up
  • Experience of effective customer and stakeholder management
  • Experience of delivering service improvements
  • Experience of service transition in a product/project environment is desirable
  • Ability to vary style and approach with stakeholders to achieve desired result with an ability to quickly establish credibility and rapport with stakeholders
  • Highly articulate written and oral communication skills
  • highly organised; able to multi-task; ambition, energy and drive

ITV strongly encourages applications for this role from candidates with a disability and as a Disability Confident Leader if you meet the minimum criteria for a role and you have declared that you have a disability, well guarantee youll get to the next stage*.

Key Criteria:

  • A background in Media/Broadcasting or working within an outsourcer / supplier organisation.
  • Experience of working with Agile teams and Online technologies
  • Experience of service / supplier management within the media space, including data services, front end applications, video and packaging, CRM / marketing, or customer identity services is advantageous.

Closing Date: Tuesday 27th September 2022

We're happy to discuss any support/personalisation you may need during our application process as part of our reasonable adjustments approach. So we encourage you to get in touch with us if you require anything.

We are fully committed to embracing flexible hybrid-working options. You may have to come in occasionally, but the rest is up to you! Most importantly, we are in the entertainment business after all - with fun shows, the likes of Love Island, to live sporting events including the Euros and World Cup. We want you to have fun and enjoy your work!

We reach millions of people everyday, thats why having diverse talents and being an organisation where colleagues feel included is crucial to us. We have various networks who celebrate and support our colleagues. We try to embed an inclusive mindset in everything we do. Find out more here

* There may be a few exceptions where we are not able to take all eligible candidates to the next stage due to the volume of applications.