Service Delivery Manager London, England
Job description
Service Delivery Manager
Streaming Technology - Permanent
Office location: ITV White City (Hybrid Working Patterns)
£50,000 - £65,000 per annum
Your work matters to millions.
Shaping culture is in the DNA of ITV. So, it’s not surprising that you’ll find us in every home in the UK, our productions are famous all over the world and we’re at the forefront of the digital streaming revolution.
When you join us, you enter a fun working environment. With opportunities to learn, to grow and make a real difference. Small enough that your impact’s felt in the business, but big enough that your impact reaches millions of people.
Come develop your skills, change TV and the course of your career. Don’t just watch it. Be part of it. Join ITV.
Your impact sends ripples.
We are seeking a Service Delivery Manager. This is a role where you will join the Streaming department where we build, maintain and expand our ITVX app on connected TVs and web browsers. We have a focus on building highly responsive, mobile-first front-end solutions, utilising the ReactJS and Next.js Frameworks on the Front End and Scala Microservices for the Backend, these are for the Video-On-Demand, Catch-Up and Live Streaming markets in the UK.
Our platforms serve millions of hours of content to 40 million customers, across connected TV, web and mobile. You will work closely with colleagues in cross-functional product teams, to meet our increasing scaling demands and ensure our diverse platforms are competitive in an ever-expanding market.
This Service Delivery Manager role requires somebody with vast experience of the commercial side of the role such as procurement, supplier management etc.
Example of Day-to-Day:
- 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
Join Streaming Tech, Impact Millions
Skills You’ll Need (minimum role criteria):
- Extensive Supplier and Vendor Management Experience including contract negotiations
- Experience with 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 in creating Service and Support processes from the ground up
- Experience with effective customer and stakeholder management
- Experience in delivering service improvements
- Experience with 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
Other things we’re looking for (key criteria)
- We are open to industry background but A background in Media/Broadcasting or working within an outsourcer / supplier organisation is helpful based on the role requirements
- Experience of working with Agile teams and consumer tech
- 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.
ITV is for everyone.
ITV strongly encourages applications for this role from disabled people. As a Disability Confident Leader, if you meet the minimum criteria for a role and you have declared that you are disabled, we’ll guarantee to take you to the next stage* (minimum criteria above).
We're happy to discuss any support/personalisation you may need during our application and selection process as part of our reasonable adjustments. Drop us a line if you require anything at [email protected].
- 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.
Because those who make an impact deserve to be rewarded for it.
ITV offers some great rewards and benefits including
- Flexible working with a range of options
- Generous holiday allowance, plus you can buy more
- Annual bonus opportunity
- Competitive pension contribution
- Save as you earn - with an opportunity to buy ITV shares
- Wellbeing and volunteering days plus a wide range of opportunities to help you live a balanced and healthy lif
More about our benefits
Closing date: Tuesday 23rd May 2023
