Operations Operations

Incident Manager


Job Description

Job Title:
Incident Manager
Full-Time, Permanent

What's your new role about?

We are going to change sports media forever, by putting the consumer first, providing more sport, no long term contract and a single low monthly fee. As the most senior member of the DAZN Operations team in Japan, you will play a vital role in giving our Japanese customers an excellent customer experience, including ensuring our key sporting events are delivered with the readiness you would expect. You will need to manage the critical operational incidents / issues effectively, stop them re-occurring, and communicate effectively with our key stakeholders. A vital part of the role will be to manage the operational relationships with J League and all of DAZN’s partners in Japan. This will require you to work with other parts of the Operations team, Customer Services, Marketing, Product, Commercial, Technical and external partners.

Key Accountabilities

  • Lead and manage those critical customer impacting incidents of live & VOD sport issues in Japan
  • As the critical operational link in Japan, ensure our management of incidents, operational problems and change, across DAZN’s Japanese internal and external teams, supports an excellent quality of service
  • Provide excellent communication concerning Japanese operational issues to key stakeholders in Japan and the UK, including DAZN’s key Japanese commercial partners
  • Manage operational processes between DAZN and our operational partners in Japan
  • Identify any key Ops issues and helping to resolve these internally and with partners
  • Ensure that internal teams and partners capture operational data and information to the highest quality levels, to facilitate exceptional reporting and root cause analysis
  • Contribute to the building of the right SLAs internally and externally, appropriate to delivering live sport in Japan to the highest standards
  • Contribute to producing post incident reports on all incidents with appropriate action plans that will resolve root causes
  • Contribute to monthly status reports and actions plans for improvements, through identifying key customer experience issues in Japan concerning DAZN
  • Ensure operational change into the live environment has the appropriate sign-offs by key stakeholders in Japan, so as to ensure delivery is successful with minimal failures
  • Liaise regularly with customer service, product, supplier, technical teams, the J League and other partners to deliver to their needs
  • Put Japan’s customer’s first through being an advocate of the customer and driving DAZN to the highest levels of quality

Any candidate must have demonstrable experience in:

  • Operational management of incidents and problems within a streaming/Live/VOD environment
  • Operational account / partnership management across vendors and partners within a streaming/Live/VOD environment. You will need to develop close working relationships with local representatives in the UK and in local markets
  • Managing /working exceptionally closely with a VOD/Streaming customer service function
  • Measuring operational performance against internal quality targets and competitor benchmarks
  • Driving operational improvement
  • Representing the operational view at an executive level
  • Working in a fast paced environment with a unique culture: we have a start-up mentality whilst being part of a global organisation

Any candidate should be able to tick most of the following boxes:

  • Background: Sports, digital, mobile, media, entertainment, ISP, telecommunications
  • Incident management training / experience
  • Strong change/release management skills
  • Excellent problem solving, issue-resolution and root cause analysis
  • Superb ability to multitask
  • Implemented new operations processes to meet challenging customer targets
  • Understand the challenges operating in Japan’s TV, mobile, web and Sports markets
  • Very strong verbal and written communication skills
  • Be data & KPI driven; commercially aware
  • Worked in a global organization
  • Experience of accountability
  • Line management experience
  • Brand aware
  • Digital native
  • Audience focused
  • Strong stakeholder management, able to communicate at all levels
  • Excellent standard of written/spoken English and good presentation skills

Qualifications and experience:

  • 5+ years operations experience as a manager
  • Ability to work independently and as part of a team
  • A degree or other qualifications

  • You are:

  • Passionate about sport and technology
  • Creative, confident, collaborative, energetic, a quick thinker, passionate and keen to learn.
  • Motivated to succeed in a high paced high performance environment
  • Driven to succeed without being overly ruthless
  • Able to focus on the things that matter
  • Passionately curious about detecting issues and fixing them
  • Prepared to challenge your colleagues to make us better
  • Honest and straightforward with your communication and open to direct feedback
  • Able to set up exceptionally effective teams
  • Honest and able to communicate clearly


  • Social security included (Health care insurance, Employee pension scheme, Employment insurance, Labour personal accident insurance)
  • Annual Health Exams
  • Annual paid leave of 15 days (pro-rated depending on the start date)
  • Sick leave up to 7 days pa
  • Defined Contribtuion plan
  • Relo club employee benefit package -  (access to more than 50,000 services such as discounts in sports clubs, leisure facilities and physical exams)
  • Company doctor (monthly inspection of office as well as stress check)
  • Discount for every drink in office vending machines
  • Free subscription on DAZN
  • Access to free tickets for every J-league game and occasionally for other sports
  • Paid commuting allowance up to 30,000 yen a month

Here's a little more about us…

In 2015, DAZN was simply an idea. Now we are a global media tech company with over 2000 permanent employees and a unique live and on-demand sport streaming service which is active in multiple territories around the world.   Our company is also home to some of the world’s most popular sports websites including Goal.com, Sporting News and Spox.com.   If you were to ask one of our employees what it’s like to work at DAZN you may hear words such as progressive, brave, dynamic, agile and fun. We have a team of intelligent, hard-working individuals who believe in our product and who want to support our common g oal: to change the way the world sees sport.   Using world class technological infrastructure and the expertise of the very best talent drawn from the BBC, SKY, ESPN, FIFA, Nike, Facebook, Twitter, Spotify, Amazon and Now TV to name a few, DAZN is leading the charge to give sports fans around the world access to sport anytime, anywhere.   DAZN is available on nearly every connected device including TVs, smartphones, tablets, PCs and games consoles.   The platform is going through a period of rapid expansion with further new markets to be revealed soon.