Address
Form of work
SalaryTHE FORCE OF GRAVITY
Gravity Media exists to create world-class content that inspires and excites. Our 500 people serve clients in all markets, from sport and media to news and entertainment, working all over the world from bases in the UK, Australia, USA, France, Germany, and Qatar. We are driven by client service excellence. We’re always looking and listening, keeping up with the latest broadcast innovations – or pioneering them. Above all, we channel our energy into maintaining our reputation for flawless execution, deep technical expertise, and efficient delivery.
OUR BRAND PROMISE
We use the collective power of our people and resources to capture, craft and create – putting our clients at the Center of our universe. We are expert, innovative and reliable, a guiding force in a complex world. It’s what we bring together that sets us apart.
The successful candidate will be assigned to the remote broadcast center owned and operated by the global entertainment company, Riot Games. They will supervise a live production team working across the live esport broadcasts focusing on Riot Games esports championships and tournaments from around the world. The Service Delivery Manager will be working with the latest technology in the one of the most advanced remote broadcast centers in the world.
This is a high-level strategic position that will be focused on helping lead the supporting elements to deliver internal and external facing objectives and will be central in developing and maintaining relationships with cross functional teams to promote, build and educate. Supported by Riot team leads, the SDM will oversee scheduling and management of the full team. The ideal candidate will possess strong problem-solving skills, quantifiable leadership talents, high-level experience in team, project, and operational management, and extensive experience in capturing, tracking, interpreting, and presenting performance data. Experience in live media production is required.
RESPONSIBILITIES
- Reports to Gravity Media Executive-NORAM.
- Overall responsibility for day-to-day operations on site.
- Ensures the clients’ needs are met at all times by keeping communication channels strong and coaching your team of professionals to deliver their best work.
- Present a “business formal” face to all clients and stakeholders, focusing on execution of KPI goals, observing and recording team performance, and presentation of data-centric client reports.
- Presents monthly and quarterly business reviews to senior client stakeholders; highlighting service challenges, successes – setting and tracking against operational goals.
- Create and maintain SOP and Best Practices documents, analytical spreadsheets, schedule and roster grids, and all technical account tracking documents.
- Partner with client stakeholders on service direction and implements agreed strategies across the operational team.
- Apply significant knowledge of industry trends and developments to improve service to our clients.
- Provide visionary critical, strategic, and operational direction, seeking opportunities to improve stakeholder experience, quality of output and overall performance.
- Create all operational systems, processes and policies in support of the client’s mission, improve management reporting, information flow and management, business process and organizational planning.
- Oversee short and long-term financial and managerial reporting.
- Identify and generate Key Performance Indicators (KPIs) within scope.
- Monitor Service Delivery, execution, and overall performance.
- Coordinate planned changes/scheduling, change management, hiring (in conjunction with HR), and operations.
- Book freelancer crew with clear projections on associated costs.
- Develop a freelancer crew database.
- Maintain relationships with cross functional teams and business partners.
- Single point of contact for management/HR when dealing with people issues.
- Time keeping management of staff.
- Provide detailed reporting and metrics around service performance and execution.
- Work closely with the client’s Business Development Manager to identify cost centers on monthly invoices to aid the client’s internal accounting structure.
- Track service trends to demonstrate effectiveness.
- Track headcount requirements and provide stakeholders project load forecast.
- Book gear on behalf of the client – with clear projections on associated costs.
Health & Safety:
EXPERIENCE PROFILE
- Experience leading a team.
- Ability to build strong positive long-term relationships with client stakeholders.
- Extensive experience designing and deploying account management documentation, including SOPs, best practices, performance and skill grids, task success evaluations, and all dynamic metrics required to track account success.
- Natural ability to build rapport and trust while being able to influence and respectfully challenge clients to meet their best interests.
- First class communication, listening and interpersonal skills.
- Excellent presentation skills.
- Ability to create sophisticated analytical reports and talk to the trends we are witnessing.
- Thrives on being a leader of a diverse team of professionals.
- 5+ years experience
- Desirable to have experience working within a managed service/staffing environment.
- Knowledge of esports gaming plus production experience will be an advantage.
- Experience working within a structured corporate environment is desirable.
COMPETENCIES
- Time management and how-to prioritize workload and asks.
- Key communicator – can listen and understand requests without the need for asks to be repeated.
- Multitasker
- Willingness to learn outside your comfort zone and immerse yourself in learning new technologies.
- Strong computer skills, including expert knowledge of Google business apps.
PHYSICAL QUALIFICATIONS
- Ability to sit, reach outward or above the shoulder, stand, walk, handle with fingers, stand, bend, and stoop.
- Ability to operate a keyboard, view a video display terminal screen, ability to use telephone equipment.
- Ability to work evenings, weekends, and overnight.
- Ability to lift up to 20 pounds and push or pull up to 25 pounds.
This job description is a written statement of the essential characteristics of the job and is not intended to be a complete, detailed account of all aspects of the duties involved. Gravity Media is an equal opportunities employer and aims to ensure that no job applicant or employee receives less favourable treatment on the grounds of any protected characteristics.
