Platform Control Process Improvement Manager
To work within a Content Technology & Innovation team at this prestigious broadcast client based in West London
Reporting directly to the Head of Platform Control, the Platform Control Improvement Manager will drive the departments strategy for continuous improvement in support of the client’s Product Roadmap. You will support the Operational Readiness Team to analyse impact of new Products and services on existing operational processes. Establish measurable objectives in order to compare expected results with actual results. Use this data to develop short- and long-term strategies to drive down costs, improve incident response and the customer experience.
Overview of Department
Broadcast Platforms is responsible for providing first line support for the DTH & OTT Platforms 24 hours a day, 7 days a week. Platform Control optimises the customer experience by managing faults and quickly restoring service in line with the company’s commitment to provide ‘content worth paying for’. The Client adds value to its customers through innovation; Broadcast Platforms ensures new DTH & OTT services and products are supported at launch.
·Maintain working understanding of all Platform Control support responsibilities
·Where appropriate assist the resolution of live incidents
·Support Development Teams in delivering Change and Operational Readiness activities
·Build and maintain effective working relationships with project stakeholders and external providers & partners throughout the readiness and launch process
·Develop a comprehensive suite of Automated Reports with agreed KPIs ahead of each launch that address stakeholder requirements and allows Platform Control to communicate status, performance and usage effectively
·Support Platform Control and Service Integration to review incidents and manage problems (root cause & continual improvement): chair regular meetings if required
·Recommend, Prioritise, Develop and Champion Improvement Goals, set objectives and (working with the Head of Platform Control) project manage activities to exceed those goals
·Support the Platform Control Team Managers in their development of the operational team by providing timely & balanced feedback
Candidate Specification / Requirements
Technical or Relevant Degree
Certified in Six Sigma or similar methodology
Professional IT Qualifications
Member of Professional Body
Cultural & Behaviour training
Five years’ experience of delivering improvement with proven results.
Great verbal and written communicator capable of leading meetings at Director Level.
Operated in a live broadcast environment
Major Incident Manager
Service Delivery Manager
IT Support Experience
Proficient Project Management skills and experience across technical, process, proposition and policy improvements
DTH & OTT Platform Operations
Non-Linear Content Processing Workflows
Understanding of the clients Products & Services
This should be considered like a service delivery manager looking at current process and suggesting improvements or confirming processes being optimum or not.
All candidates should be ITIL 4 Foundation (or equivalent) qualified and have worked on a large scale software roll out previously.
The role will be to support the Head of Platform Control to deliver a successful launch of specific project. The role will look at all Operational processes in particular for with an aim to streamline and improve all internal and external processes on Incident Management and Operational Readiness activities.