This role is a fixed term contract based on 18 months.

The Operations Manager will oversee channel operations and distribution, ensuring a high quality of service.

Primary responsibilities will include monitoring the performance of the channel operation, promptly resolving incidents, managing third party suppliers, delivering service improvements and maintaining technical documentation, aiming for standardisation wherever possible.

The role will also support our commercial teams and affiliates by gathering requirements, developing solutions and collaborating with cross functional teams to deliver new services.

Key responsibilities:

1. Monitor the performance of the channel operation, ensuring high availability and quality of service. Collating data to report on operational effectiveness and drive continuous improvement across our workflows.
2. Manage the channel operations and distribution suppliers, reviewing upcoming maintenance, ensuring prompt and robust management of incidents and ensuring contractual requirements are adhered to.
3. Create reports of service levels and communicate updates to internal stakeholders and external customers or partners.
4. Lead regular cross-functional operational meetings and collaborate with cross-functional teams to manage the performance of our services.
5. Ensure channel delivery specifications, operational guidelines and escalation procedures are in place and updated regularly.
6. Support commercial teams and affiliates by capturing requirements, liaising with cross functional teams to develop solutions and drive opportunities forward.
7. Plan and manage channel operations and distribution related projects. Ensuring new services are suitably operationalised and supportable.
8. Track and process payments related to channel operations and distribution. Contributing accurate data to support financial reporting periods.
9. Support the technical development of our services, tracking supplier contract terms, researching suitable technical innovations, recommending and implementing change.
10. Be a point of escalation for service affecting issues, helping to ensure critical issues are resolved in a timely manner.
11. Support operational continuity by providing clear handover documentation and processes ahead of any planned absence, and by covering colleagues' key responsibilities during their periods of leave or unavailability.

Key Criteria:

• Proven service management / service delivery experience, preferably in the broadcast or media tech industry.
• Excellent communication skills, with the ability to effectively present complex initiatives, strategies and systems to different audiences.
• Experience managing third party suppliers, tracking performance and ensuring contract adherence.
• Knowledge of the following broadcast technologies and workflows: playout, satellite, fibre, IP distribution.
• Excellent planning, documenting and organisational skills, with the ability to prioritise, delegate and to work to deadlines.
• Flexibility to be both proactive (in terms of developing ideas and systems) and reactive (dealing with incidents in an effective and responsive manner).
• Ability to work with multiple different businesses simultaneously, demonstrating an appreciation for and an appropriate management of commercial sensitivities.
• Excellent influencing and diplomatic skills, with the ability to build productive long-term relationships with key stakeholders and a wide range of internal and external contacts.
• Resilient under pressure, self-disciplined and self-motivated.

Desired:

• Knowledge and experience of commercial contract principles, practices and procedures with good negotiation skills.
• Demonstrable financial management experience
• Experience supporting customers in an often pressured service delivery environment.
• Knowledge of the following broadcast technologies and workflows: content delivery operations, localisation, scheduling and coding/mux, Codecs, DAI, SCTE104/35 and ad-insertion.
• A proven track record of delivering complex projects or operational excellence programmes, and co-ordinating multi-disciplinary project or engineering teams.