Service Delivery Manager

As a Service Manager at NEP, you'll be responsible for ensuring the delivery of high-quality services to our high-profile streaming and broadcast clients. You'll manage incidents from report to resolution, ensuring they are resolved within desired SLA windows. Additionally, you'll actively manage customers in terms of information, follow-up on incidents, and special projects. Your role involves establishing and maintaining service delivery goals, ensuring adherence to policies and procedures outlined in ITIL methodologies. You’ll aim to identify trends based on incident logging to resolve underlying problems.

Essential Duties/Responsibilities:

• Manage NEP’s service delivery to high-profile clients, ensuring their satisfaction and commitment to best-in-class managed services and technical delivery
• Manage incidents from report to resolution within desired SLA windows
• Actively managing customers in terms of information, weekly meetings, and follow-up on incidents
• Deliver detailed reporting including RCA’s, RFO’s and technical reports to internal and external stakeholders
• Identify trends based on incident logging & data gathering within NEP’s monitoring platform
• Execute and enhance service delivery within the framework of ITIL methodologies
• Ideate and coordinate with Engineering, NOC, and Broadcast Operations teams to improve data gathering metrics, and observability of end-to-end live event delivery
• Monitor management processes and propose service improvements
• Play a key role in drafting SLAs and translating them into practical solutions

Position Requirements:

• 5 years of relevant work experience in Service Management
• 5 years of experience conducting service reviews and maintaining communication with clients
• ITIL Certification Preferred
• Bachelor's or Master's degree in Media, Broadcast, Engineering, or IT is preferred
• Must have previous experience building and nurturing client relationships
• Must be able to work closely with engineering teams across NEP and making sure you earn their respect and trust by providing structure and organization to relieve load on the engineers in incident and problem management
• Ability to inspire colleagues to adopt a service-oriented approach
• Experience successfully implementing and using Jira Service Desk, including customer-facing portals
• Hands-on mentality to elevate the service management department

Company Overview
You might not know our name, but you’ve probably seen our work – on stage, on screen or on the field. Our technology solutions and unique Global Production Ecosystem empower content creators and rights holders to tell their stories in breakthrough ways. We’ve supported some of the world’s most watched productions and live events in sports, entertainment, concerts, festivals, film, TV and more. For over 35 years our clients have trusted us to deliver live production, live events, and virtual production solutions for them, anytime, anywhere. Put simply, we bring content to life.