Operations Operations

Senior Service Delivery Manager

Leeds, United Kingdom

Job Description

Job Title:
Senior Service Delivery Manager
Leeds, United Kingdom
Full-Time, Permanent
Broadcast Services

What's your new role about?

Disrupting an industry is not easy. In 2016 DAZN launched it’s app bringing live sport directly to customers. DAZN now plays more hours of live sport than anyone else, broadcasting in 200+ countries. Serie A (Italy), Bundesliga & UCL (Germany), J League (Japan), Moto GP and F1 (Spain), NFL & UCL (Canada) are just some examples, with more on the way as our DAZN OTT and the DAZN For Business streaming products evolve at pace and our customer base expands across the globe. 
We are looking for the extraordinary… a Senior Service Delivery Manager with specialist operational knowledge, exceptional experience, demonstratable improvement capability and great leadership to join DAZN’s OTT live sport streaming operations.  

As part of our Service Delivery Management (SDM) team, reporting into our SVP Operational Performance, you are on pointto drive quality of service –our SDMs are lynchpins in DAZN’s drive for operational customer centricity, operational excellence and cost efficiency. Although we need exceptional live and on demand streaming, your span covers Sign Up, Sign In, Payments, My Account, Pause and Cease – operations than impact our revenues directly. 
You’ll proactively identify improvement areas by reviewing our performance - incident data and trends - and provide your analysis to senior stakeholders. Being data-driven, extremely familiar with operational KPIs and their impact to the business, you’ll be able to manipulate data and be highly proficient in using ServiceNow and excel. You’ll need to think in an un-cluttered way, and quicklybe able to draw clear and important conclusions.  
You’ll run weekly/monthly/quarterly incident governancereviews to drive performance both internally and with our vendors to reduce incidents and impact minutes to improve live availability to meet our strategic (including budget) objectives.  
You’ll also drive improvement through problem management by ensuring our root cause actions are carried out to improve availability and reduce customer impact minutes. You’ll be working closely with our 24x7 DAZN Support Centre and Incident Commander teams, other operational functions, engineering, vendors and Rights Holder teams, showing leadership and great communication to get these busy teams to focus on this vital work. 
You’ll also ensure our operational processes are fast, efficient and interface smoothly with the wider business functions (including Product, Marketing, Finance and Commercial) and are appropriate for the very best live sport streaming service.  
Automated solutions across our operational toolset (such as ServiceNow / Conviva, Customer Service CRM and our programming / scheduling tools) is an extremely important part of the job, as are the thespecial projects you’ll deliver for our Live Operational teams (to help launch new rights or new territories or deliver improved monitoring solutions). 
Through this broad remit you will use your leadership and change management skills to make a real difference to our business, ensure this is on brand, customer-centric and appropriate to an industry leading, live sports service. Our Operations must be ahead of the game and you will need to drive best practice, innovation, excellence, proactivity and incredibly responsive capabilities. This is a great role for someone wanting to drive improvement in a service layer in an exceptionally difficult area. 

As our new Senior Service Delivery Manager, you’ll have the opportunity to:

  • Ensure DAZN has appropriate tools, processes, an agreed Operating Model and governance, that reflects best practice in incident and problem management.   
  • Establish appropriate KPIs and targets to drive improvement  
  • Drive improvement through identifying, quantifying, business casing and delivering improvements to drive best in class incident management  
  • Automate support processes to ensure that incidents are detected, escalated as quickly as possible to right engineering teams to reduce MTTA and MTTR   
  • Build strong internal and external relationships with operational and technical teams and third parties    
  • Managing the onboarding of new DAZN services from product and engineering teams to ensure that DSC and IC teams are able to effectively support these services when they are deployed on production

You’ll be set up for success if you have:

  • Know what great a customer experience looks like through benchmarking, customer centric KPIs and challenging targets   
  • Have expert analysis capabilities to understand the heart of what’s happening to our customers, and quantify where and why we need to change    
  • Continually strive to improve and make a difference, at pace    
  • Drive appropriate quality of performance through building your team and excellent (and clear, targeted) communication   
  • Have very good technical knowledge of incident management processes in a sport / consumer-based industry like ours   
  • Can brilliantly stakeholder manage & communicate in a way that inspires confidence in our executives   
  • Strong experience in ITIL and agile ways of working     
  • Ability to prioritize and multi-task with a flexible approach to work with changing deadlines and scope.     
  • Excellent understanding of tools like Service now, Pager duty, Power BI, SharePoint, Conviva, New Relic, ServiceNow.  
  • Strong knowledge of OTT, devices, browsers, living room, mobile, web, CDNs, Platforms, E2E Architecture, Applications

Even better if you have:

  • Expertise of common development methods and tools (incl. Agile, Jira, Jenkins, Confluence)   
  • Knowledge of AWS and monitoring tools like (New relic, Datadog) is desirable but not essential    
  • Knowledge of the sports or OTT services sector would be beneficial.   
  • Proven experience in managing multiple projects simultaneously.  
  • A love of sport 

Here's a little more about us…

At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So if you want to push boundaries and make an impact, DAZN is the place to be.
As part of our team you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop.
If you're ambitious, inventive, brave and supportive, then you're the kind of person who's going to enjoy life at DAZN.
We are committed to fostering an inclusive environment, both inside and outside of our walls, that values equality and diversity and where everyone can contribute at the highest level and have their voices heard. For us, this means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities. We are supported by our talented Employee Resource Group communities: proud@DAZN, women@DAZN, disability@DAZN and ParentZONE.
If you’d like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.
Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can.
We look forward to hearing from you.