Job title: Service Delivery Manager / Project Manager
Job type: Permanent
Emp type: Full-time
Industry: Post-Production, VFX and Animation
Expertise: Operations & Production Projects & Consulting
Skills: Service Delivery SLA Service Level Management Customer Service ITIL KPI Post Production Project Management Commercial Contracts
Salary type: Annual
Salary from: GBP £45,000.00
Salary to: GBP £60,000.00
Location: London, UK
Job published: 23/03/2021
Job ID: 37553

Job Description

A leading media technology solutions provider has a fantastic permanent vacancy available for an experienced Service Delivery Manager / Project Manager to join their London office. This is a brand new role as part of an exciting expansion strategy.

As a Service Delivery / Project Manager, you will manage the delivery of technology installation and solution implementation projects across the broadcast media and post production industry. You will ensure the operational & financial success and strategic development of your assigned customer contracts, making sure clients have the best possible experience throughout the contract lifecycle. 

With a full understanding of the customer's technical and business requirements, you will align resources to ensure the most efficient service delivery models. You will understand the contractual obligations to be delivered for each service and the associated financial costs, keeping an accurate record of charges & billed activities.

You will matrix manage technical teams and be responsible for service level management, ensuring agreed SLAs are met. You will set KPIs, monitor performance and produce comprehensive reports. Keeping an up-to-date risk register, you will also monitor changing commercial risks and devise risk mitigation plans. 

You will run regular review meetings focused on service performance against contract terms, current challenges, technology & market trends, continuous service improvement initiatives and new opportunities to further develop customer relationships.

As the main point of contact for customers post-sales, you will manage, coordinate and resolve customer issues and penalty claims, liaising with the client if elements of the contract cannot be delivered and ensuring contractual changes to reflect this. 

You will build strong relationships with partners & key stakeholders, manage vendors & third party suppliers and also make sure any services delivered by partners are covered by contract terms which mirror agreed deliverables and obligations. You will also support Account Management teams, to protect existing revenue streams and identify revenue improvement opportunities.

Candidates will have significant experience in a client-facing service delivery or project management role within the broadcast media or post production industry, ideally having previously delivered complex technology projects.  

You will have excellent commercial contract management, analytical and reporting skills. You will have a passion for continuous improvement and be able to identify and implement service improvements. 

Team leadership and matrix management skills are essential, along with professionalism, exceptional communication skills and the ability to build robust relationships at all levels.

Any additional ITIL or project management methodology accreditations, such as Prince 2, PMP or Scrum, would be highly advantageous. Avid certifications, such as ACSR, would also be desirable.

This is a very exciting opportunity to join a leading, rapidly growing solutions company delivering cutting-edge media technology and play a vital role in driving their professional services division forward. 

If you feel you have the service delivery or project management experience within broadcast media or post production, please apply now with a copy of your latest CV.