Service Delivery Manager

EMG, one of the leading global providers of broadcast services and media solutions for live sports, entertainment and events, and Gravity Media, a global provider of complex live creative production and media services, are combining their businesses to create one of the world’s largest and most significant broadcast technology and production companies.

Aligning the strengths, expertise, and resources of EMG and Gravity Media, this new venture will deliver an unparalleled range of media services and solutions to clients worldwide: 30 offices, more than 100 outside broadcast trucks and flypacks and 40 studios across the United Kingdom, Europe, the Middle East, the United States and Australia, offering market-leading broadcast, technology, production, and post-production solutions across many of the world’s most-watched live events and entertainment programmes and working with the world’s most renowned sports rights holders, production houses and broadcasters.

EMG/Gravity Media are currently recruiting for a Service Delivery Manager.  Based at our client’s premises in Dublin, the Service Delivery Manager will work with our broadcast team in the delivery of EMG/Gravity Media’s scope of services to the client. We operate in a partnership with our client, ensuring that people are front and centre of what we do. The successful candidate must have strong leadership skills and ensure accountability is taken for crewing both permanent and flexible resources.

RESPONSIBILITIES

Client Management

• Prioritize stakeholder request for resources as directed by the client.
• Manage client expectations for people pipeline and delivery of people resources.
• Communicate the status of bookings with appropriate stakeholders where appropriate.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships.
• Build a knowledge base of each client’s business, processes, systems and objectives.
• Identify opportunities for improvement and make constructive suggestions for change.
• Act as a single regional point of contact for client management when dealing with personnel issues.
• Provides detailed reporting and metrics around service performance and execution to support the
• Management Business Review process.
• Ensure the timely and accurate processing of invoices to the client.
• Daily reporting of working hours and overtime to the client for each department to ensure the invoicing process is accurate and approved.

Production Management

• First point of contact for escalation on site.
• Ownership of crew roster.
• Evaluate and maintain an end-to-end production intake process and tracking dashboard for stakeholder production requests and production executions, resolving or escalating issues in a timely fashion.
• Supervise scheduled crew.
• Interact effectively with clients to identify needs and evaluate alternative people solutions.
• Oversee/track/report on annual budget and manage any additional budget requests within the contracted year.

People Management

• Manage a team of esports broadcasting production professionals in a fast-paced environment.
• Oversee hiring, deployment, and management of esports broadcast professionals.
• Develop new team structures and processes as required.
• Supporting the client in distributing documentation and training materials that support development and standardization within the RBC technical processes and team structures, as driven and instructed by the client.
• Support the emerging talent strategy by outlining opportunities for engaging with early careers, graduates, trainees and apprentices.
• Monitor and manage working time, time off, attendance.
• Management of sickness with appropriate backfilling for production days.

Talent / Crew Booking

• Prospects potential talent by contacting, negotiating rates and deal buyouts and exploring availability and opportunities.
• Closes new business deals with talent by coordinating requirements; developing and negotiating contracts and onboarding/contracting.

Business Development

• Where there are opportunities for growth in the region/country, there is the natural opportunity for progression to manage other similar facilities in accordance with the scope of this job description.

Health & Safety:

• Ensuring that all company risk assessments are observed where applicable to your role, taking ownership of improvements and escalating concerns where necessary.

EXPERIENCE PROFILE

• Experience leading a studio production team.
• Experience overseeing medium and large-scale production teams.
• Solid understanding of multi-camera studio production workflows.
• Experienced in working with production scheduling and tracking software.
• Solid knowledge esports broadcast production

COMPETENCIES

• Time management and how-to prioritize workload and asks.
• Key communicator – can listen and understand requests without the need for asks to be repeated.
• Multitasker – have the dexterity to manage the numerous simultaneous productions in a fast-paced
• environment.
• Willingness to learn outside your comfort zone and immerse yourself in learning new technologies.
• Strong computer skills, including working knowledge of Google business apps.

QUALIFICATIONS

• Experience leading a team, 5 + years preferred
• Ability to build strong positive long-term relationships with client stakeholders.
• Natural ability to build rapport and trust while being able to influence and respectfully challenge
• clients to meet their best interests.
• First class communication, listening and interpersonal skills.
• Excellent presentation skills.
• Ability to create analytical reports and talk to the trends we are witnessing.
• Thrives on being a leader of a diverse team of professionals.
• Desirable to have experience working within a managed service/staffing environment.
• Knowledge of esports gaming plus production experience will be an advantage
• Experience of working within a corporate environment is desirable

This job description is a written statement of the essential characteristics of the job and is not intended to be a complete, detailed account of all aspects of the duties involved. EMG/Gravity Media is an equal opportunities employer and aims to ensure that no job applicant or employee receives less favourable treatment on the grounds of any protected characteristics.