Reporting to the Director Center Operations (UK or US), this position is critical in ensuring the implementation of the vision for the 24 / 7 Technology Operations Centre organizational unit.
This position will ensure the delivery and support of IT Event, Incident and Request Management processes at Discovery ensure a culture of excellence and consistent service and supporting Discovery’s best in class distribution and infrastructure.
Highlights of the role
Utilizing strong cross-functional alignment, this position will be responsible leading unified virtual teams that will consist of members from multiple disciplines (Distribution Operations Network Operations, Enterprise Platform Operations, Digital Platform Support Operations and Security Operations) to form a dynamic technology focused team capable of providing monitoring all Discovery linear and non-linear output as well as supporting IT infrastructure.
The support operation also leads Discovery’s response to all incidents within our infrastructure.
Organizational scope of Duty Operations Manager staff within either our London, Krakow or Sterling, VA centers circa 12 staff across multiple disciplines In addition the role holder will line manage a group of between 6-7 staff within a functional group based on skill group (Distribution Operations Network Operations, Enterprise Platform Operations, or Digital Platform Support Operations) based in 3 locations supporting 50 offices and productions centers globally, each led by an Operations Center Director.
The position is key to ensuring organizational improvements, consistently maintain and improve our customer feedback system, and establish effective performance measurements to show successes and areas of opportunity.
This position is a mission critical role in leading GT&O’s global Technology Operations Centers. As a function it is the 24 / 7 Command & Control Hub for all our all Distribution and IT support services.
Post holders will be expected to work shifts including weekends whilst regular night work is not required it should be expected that the post holder will need to work nights during certain events.
The centers are the point of contact and owners for an IT Major Incident Incidents and as Operations Center Director are responsible for the implementation of the IT Major Incident process and procedures for Global Technology & Operations and the department’s recovery plans.
The centers are also the focal point of contact for an IT response in the event of an organization wide Major Incident.
This position is a member of the leadership team for Technology Operations and will guide the development of the team, and communicate the direction of the organization.
Day to Day support leadership for one of three centers, owning real-time Tier 1 and Tier 2 responses to active requests and incidents where needed.
Lead a virtual center operation, to ensure the organization is properly staffed 24 / 7 across the two sites
Support the creation of an integrated technology support organization based on collaboration, best practices, standards, efficiency, and commitment to effective service delivery and responsiveness to the needs of the business
Drives continuous improvement to key metrics through process, system, and organizational refinements
Ensure that event, incident, major incident and problem management processes are implemented effectively
Acts as major incident lead when on duty. Is a focal point of communication to GTO and Digital leadership during a major incident.
Vet potential critical outages, determine and prioritise status
Creation and ownership of multiple and trust wide business continuity reporting including disaster recovery
Reporting on serious incident status including customer notifications. Ensures communications are accurate, timely and messages for multiple audiences.
Responsible for the production of the post incident report and accountable for any remediation planning that results from lessons learnt
Contributes to root cause analysis reports and accountable for any remediation planning that results from lessons learnt.
Responsible for planning onsite cover during serious incidents, ensuring staff are directed to the correct area of focus
Works with the Engineering and Product Teams to ensure the contingency plans are kept up-to-date and available.
Planning onsite 3rd party presence during a serious incident.
To manage staff in a matrix organization, particularly overnight as the senior manager onsite supervising a wide range of staff in a highly stressful situation
To motivate and continually develop a good quality & customer focused Operations Center team
Motivate other teams through effective and proactive leadership techniques through stressful situations
Guide and mentor the Operations teams and user base in the event of serious incidents
Develops and implements effective maintenance and back up regime across systems and infrastructure
Maintains KPI and service metrics framework. Ensure service levels and targets are adhered to and corrective measures in place to maintain performance targets
Maintains skills and career path framework for centre staff. Ensures these are in place for all staff
Lead and deliver small to mid-size projects or organizational change within operations center scope
Partner with relevant GT&O and Digital leadership teams on technology implementation. Ensure impacts on the department are understood and that mechanisms in place to manage these impacts and ensure service continuity
Partner with GT&O & Digital Sports and Olympics teams on for Sport Events and Olympic Games.
Responsible for implementing effective business continuity and disaster recovery plans for leads an integrated technology support organization based on collaboration, best practices, standards, efficiency, and commitment to effective service delivery and responsiveness to the needs of the business
Ensuring communications are accurate, timely and messages for multiple audiences
Working as part of a small team, ensuring efficient handover and seamless delivery of support
Develop and maintain strong working relationships with key business leads and senior stakeholders within the customer base
Develop and maintain strong working relationships across all IT disciplines
Develop and maintain strong working relationships across GT&O
Develop and maintain strong working relationships with 3rd party suppliers and outsourced service partners
Deputizes for Director Center Operations as required
Hours are primarily office hours, but may he required to cover an operations analyst shift e.g. during unplanned absence or during a major event such as Olympics
Bachelor’s degree in Business Administration, Broadcast Engineering, IT Management, or equivalent work experience
3+ years direct management experience in the IT or Broadcast Support function
5+ years of experience of working in one of more of the following areas : Distribution Operations, Platform Operations, Network Operations, Digital Platform Operations
5+ years’ experience in an Enterprise-level support environment. Experience in a service delivery environment and understanding of technical support processes and workflow
Working knowledge of ITIL required. Foundation certification expected. Must be able to effectively communicate with owners of ITIL Disciplines (Incident, Problem, Change, Release, and Configuration) to provide effective IT support to the end-users.
Excellent verbal, written, interpersonal communication and customer service skills
Strong organizational and conceptual skills
Ability to multi task within related functions
Demonstrated ability to recruit, develop, and retain staff
Strong ability to demonstrate and execute professional communication skills to all levels of management
Project management experience desired
Strong critical thinking, analytic, problem solving, and decision-making abilities
Ability to proactively communicate to senior leadership on areas of opportunity and a solutions-oriented problem solver
Positive attitude and experience with motivating a team
Ability to maintain focus in a high-pressure environment
Able to demonstrate a high degree of flexibility, including flexibility in working hours to support employees and customers across multiple time zones.
Experience in leading multiple IT support teams in multiple / global locations
Experience of working for a Media Company / Broadcast is desirable but not essential
Knowledge of local employment laws is beneficial.