Job Description

Who are we?

Friend MTS are the Emmy award winning leading provider of content protection solutions to the media and entertainment industry. Specialising in video security, we provide integrated technology products and security services to a global client base. That client base includes many of the world’s largest pay-tv broadcasters and OTT platforms, as well as content owners ranging from television and movie producers to the world’s most prestigious sports leagues and event operators.

In a sentence. . .

We are seeking an experienced broadcast or media industry Service Delivery Manager (SDM) to work in our Client Services Team; the SDM will be assigned one or more existing or potential clients of Friend MTS, and work to ensure that a very high quality of service is maintained throughout the engagement.


What will your job look like?

This will be a customer-facing role where the successful candidate will be responsible for coordinating the Friend MTS Engineering, Client Services and Operations Teams to ensure that the services supplied to the customer are provided effectively, and will also be responsible for liaising with the Friend MTS Commercial and Professional Services Teams to ensure that requests or opportunities for new service offerings, or expansions to existing services, are processed and presented accordingly. The successful candidate will also be responsible for the reporting process to the client to ensure that all data and information needs are met in a timely and professional manner.

This role combines customer-facing and operational responsibilities, and so the successful candidate must possess experience and skills in these domains. Additional experience with software systems, knowledge of the technical broadcast industry, and an understanding of the current content piracy landscape will all be advantageous for this position.

This role is located in our central London office, with travel to customer sites in London as needed.


Key daily tasks involve

  • Ensuring that all aspects of a service are delivered at a high standard, and that SLA and KPI targets are met and, where possible, exceeded.
  • Effectively communicating with the clients, both in establishing ongoing operations and answering any questions or concerns. Lead or attend customer meetings, video and phone conference calls.
  • Generating and presenting reporting data to the client, including tailoring such reporting to the needs and interests of the client.
  • Work with the Engineering, Client Services and Operations Teams internally to coordinate and develop processes to meet the requirements of the client and to improve existing processes.
  • Ensuring customer tickets are responded to and resolved in accordance with agreed service levels.
  • Communicating with third parties (e.g. technology vendors, social media representatives, etc.) on behalf of Friend MTS and our clients.
  • Define, own and improve the processes that underpin service delivery to customers.
  • Ensuring services are delivered within their scope boundaries and be prepared to escalate scope breaches with customers when necessary.
  • Maintaining a high level of customer satisfaction and develop a healthy working relationship.

Requirements

What you need

  • Experience in a service delivery management role within a broadcast, content delivery, content protection, or similar technological realm within the broadcast and media industry.
  • Excellent written and communication skills, with the ability to document and communicate technical concepts to a sometimes non-technical audience.
  • High level organisational and resource management skills, and the ability to work to tight deadlines.
  • Capable of participating in, and driving, customer meetings and presentations.
  • Innovative thinker/problem solver with strong critical thinking and analytical skills; ability to present information in a clear, succinct, and compelling way.
  • A quick learner with a natural ability to absorb technical information.
  • Experience of coordinating with other teams to achieve a common goal in an efficient and timely manner.
  • Familiar with service desk systems and the concepts of ticket management.
  • Capable of working with data sets to extract and analyse pertinent information. Ideally with experience of relevant structured query languages.
  • An understanding of data reporting processes, including attention to detail.
  • Bachelor's or Master’s degree in any field with demonstrated achievement; engineering or computer science disciplines preferred.
  • A flexible approach to working patterns.
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