Job Description
At Irdeto, we know that our worldwide success results from our globally diverse workforce. In every Irdeto office, you will find teams of outstanding people working on our wide range of technology solutions that directly enable the digital lifestyle.
Irdeto offers the freedom to work and play in diverse and exciting environments that best suit your skills and career ambitions. We encourage personal and professional growth and success among all employees with flexible working spaces, state of the art offices and leading communications technology that ensure collaboration, creativity, health and happiness.
With more than 40 successful years of business innovation behind us, Irdeto is a solid company that recognizes that it is the people who make our company and solutions a success. We are looking for people who are energetic, dynamic and driven. We are looking for people like you. Welcome to Irdeto!
Right now we are seeking a Service Delivery Director
The Service Delivery Director is required to support our Multiscreen and online content clients globally. The position is based in Hoofddorp, Netherlands and requires frequent travel.
The Service Delivery Director (SDD) is responsible for overseeing the service relationship with strategic clients and ensuring that the internal teams deliver on the Service Level Agreements. The SDD is a key resource to ensure successful Managed Service introduction (from our Managed Services teams), aligning people, process and operational systems.
T
he Service Delivery Director manages the following activities:
Define and maintain the strategy for Multiscreen Managed Service delivery creating and updating business cases for DataCenter and Cloud based solutions.
Creating an operational plan and monitoring mechanism to ensure that the overall availability of our Multiscreen Managed Services exceed 99.99%.
Manage severe incidents and senior relationships both within Irdeto and within the client organisations and partners;
Supervise and where appropriate participate in monthly service reviews and reporting to review incidents, scorecard performance, availability, end of life issues and any new innovative changes to either the existing service or new technologies;
Oversee diverse and complex major customer support issues;
Formulate Managed Service requirements and match the service delivery and product development accordingly;
Primary responsibilities
Provide a designated escalation point of contact responsible for the quality of services delivered to the customer base.
Skills wise we are looking for SDD's who have proven experience with the following:
Managed Services for Multiscreen and broadband products. Proactive approach to delivering services.
Ability to drive organisations to improve the Managed Service offering.
Experience with Datacentres and Cloud based delivery of Managed Services.
Interactions with clients at C-level to identify and manage service improvement activities
Demonstrable evidence of effective problem management skills in complex support incidents
Negotiation and conflict management skills
Excellent relationship skills - the ability to build positive relationships with clients’ management and technical personnel.
Ability to demonstrate leadership qualities within virtual teams and multi-party environments
Experience of working with strategic tier 1 media distribution customers
Service Delivery and/or account management experience.
Additional responsibilities
Extensive knowledge of configuration management and reporting of metrics to management.
Financial management – business cases, invoicing, maintaining profitability
Together with the other members of the Managed Services leadership team, accountable for and contribute to the overall performance of Irdeto Managed Services department.
Interfaces and Authorities
Irdeto teams globally in EMEA, Americas and APAC
Working conditions
Based in Hoofddorp, Netherlands
Global function requiring travel to our customers worldwide
Desired Skills & Experience
The following skills are required:
Information Technology Infrastructure Library (ITIL)
Project Management methodologies such as PRINCE2
Familiarity with implementing and monitoring Service Level Agreements
Financial and profitability analysis
Datacentre management and continuous improvement programs
The Individual must have:
Strong communication skills
a “Can do” attitude
The ability to perform basic troubleshooting
A positive and enthusiastic team player with the ability to work independently.
A key contributor in a complex and critical environment.
A team leader with the ability to manage resources and basic project management skills.
Self-starter, willing to learn and the ability to work under pressure.
Dynamic, customer orientated and willing to accept responsibilities.
Strong interpersonal and communication skills.
A good professional command of the English language.
Ability to stay focused during times of ambiguity.
Have a true interest in technology and the latest trends in content distribution.
Experience:
Managed Services background ideally within online content delivery