Service Delivery Manager

Gravity Media is recruiting for a Service Delivery Manager to work at a client's premises in Washington, USA. This role involves collaborating with the broadcast team to deliver Gravity Media's services, focusing on client partnership and people management. The successful candidate will demonstrate strong leadership, accountability for crewing resources, and ensure high client satisfaction while managing production and personnel issues.

Must Have

• Manage client expectations and resource requests
• Oversee booking status and client satisfaction
• Handle personnel issues as regional contact
• Provide service performance reports and manage invoicing
• Act as first point of escalation on site
• Manage crew roster and production intake process
• Supervise scheduled crew and manage budget
• Lead and manage esports broadcasting production teams
• Oversee hiring, deployment, and team development
• Support client documentation and training distribution
• Manage working time, attendance, and sickness
• Prospect and book talent, negotiate contracts
• Ensure compliance with company risk assessments
• 5+ years experience leading a team

Good to Have

• Experience working within a managed service/staffing environment
• Knowledge of esports gaming plus production experience
• Experience of working within a corporate environment

What you’ll be responsible for

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, while providing on-site support to the team in Seattle and remote guidance to our smaller team at the LA studio.
• Supporting the client in distributing documentation and training materials that support development and standardization within the studio 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.

• Other related items as assigned.

Health & Safety:

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

This role is for you if

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
• 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. Gravity Media is an equal opportunities employer and aims to ensure that no job applicant or employee receives less favorable treatment on the grounds of any protected characteristics.