NEP Group, Inc.
Service Delivery Manager
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Service Delivery Manager
role at
NEP Group, Inc.
As a Service Manager at NEP, you’ll be responsible for ensuring the delivery of high-quality services to our high-profile streaming and broadcast clients. You’ll manage incidents from report to resolution, ensuring they are resolved within desired SLA windows. Additionally, you’ll actively manage customers in terms of information, follow-up on incidents, and special projects. Your role involves establishing and maintaining service delivery goals, ensuring adherence to policies and procedures outlined in ITIL methodologies. You’ll aim to identify trends based on incident logging to resolve underlying problems.
Essential Duties / Responsibilities
Manage NEP’s service delivery to high-profile clients, ensuring their satisfaction and commitment to best-in-class managed services and technical delivery
Manage incidents from report to resolution within desired SLA windows
Actively manage customers in terms of information, weekly meetings, and follow-up on incidents
Deliver detailed reporting including RCA’s, RFO’s and technical reports to internal and external stakeholders
Identify trends based on incident logging & data gathering within NEP’s monitoring platform
Execute and enhance service delivery within the framework of ITIL methodologies
Ideate and coordinate with Engineering, NOC, and Broadcast Operations teams to improve data gathering metrics, and observability of end-to-end live event delivery
Monitor management processes and propose service improvements
Play a key role in drafting SLAs and translating them into practical solutions
Position Requirements
5+ years of relevant work experience in Service Management
5+ years of experience conducting service reviews and maintaining communication with clients
ITIL Certification Preferred
Bachelor’s or Master’s degree in Media, Broadcast, Engineering, or IT is preferred
Must have previous experience building and nurturing client relationships
Must be able to work closely with engineering teams across NEP and earn their respect and trust by providing structure and organization to relieve load on the engineers in incident and problem management
Ability to inspire colleagues to adopt a service-oriented approach
Experience successfully implementing and using Jira Service Desk, including customer-facing portals
Hands‑on mentality to elevate the service management department
Company Overview You might not know our name, but you’ve probably seen our work – on stage, on screen or on the field. Our technology solutions and unique Global Production Ecosystem empower content creators and rights holders to tell their stories in breakthrough ways. We’ve supported some of the world’s most watched productions and live events in sports, entertainment, concerts, festivals, film, TV and more. For over 35 years our clients have trusted us to deliver live production, live events, and virtual production solutions for them, anytime, anywhere. Put simply, we bring content to life.
Referrals Referrals increase your chances of interviewing at NEP Group, Inc. by 2x.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Strategy/Planning and Information Technology
Industries Broadcast Media Production and Distribution
#J-18808-Ljbffr
Service Delivery Manager
role at
NEP Group, Inc.
As a Service Manager at NEP, you’ll be responsible for ensuring the delivery of high-quality services to our high-profile streaming and broadcast clients. You’ll manage incidents from report to resolution, ensuring they are resolved within desired SLA windows. Additionally, you’ll actively manage customers in terms of information, follow-up on incidents, and special projects. Your role involves establishing and maintaining service delivery goals, ensuring adherence to policies and procedures outlined in ITIL methodologies. You’ll aim to identify trends based on incident logging to resolve underlying problems.
Essential Duties / Responsibilities
Manage NEP’s service delivery to high-profile clients, ensuring their satisfaction and commitment to best-in-class managed services and technical delivery
Manage incidents from report to resolution within desired SLA windows
Actively manage customers in terms of information, weekly meetings, and follow-up on incidents
Deliver detailed reporting including RCA’s, RFO’s and technical reports to internal and external stakeholders
Identify trends based on incident logging & data gathering within NEP’s monitoring platform
Execute and enhance service delivery within the framework of ITIL methodologies
Ideate and coordinate with Engineering, NOC, and Broadcast Operations teams to improve data gathering metrics, and observability of end-to-end live event delivery
Monitor management processes and propose service improvements
Play a key role in drafting SLAs and translating them into practical solutions
Position Requirements
5+ years of relevant work experience in Service Management
5+ years of experience conducting service reviews and maintaining communication with clients
ITIL Certification Preferred
Bachelor’s or Master’s degree in Media, Broadcast, Engineering, or IT is preferred
Must have previous experience building and nurturing client relationships
Must be able to work closely with engineering teams across NEP and earn their respect and trust by providing structure and organization to relieve load on the engineers in incident and problem management
Ability to inspire colleagues to adopt a service-oriented approach
Experience successfully implementing and using Jira Service Desk, including customer-facing portals
Hands‑on mentality to elevate the service management department
Company Overview You might not know our name, but you’ve probably seen our work – on stage, on screen or on the field. Our technology solutions and unique Global Production Ecosystem empower content creators and rights holders to tell their stories in breakthrough ways. We’ve supported some of the world’s most watched productions and live events in sports, entertainment, concerts, festivals, film, TV and more. For over 35 years our clients have trusted us to deliver live production, live events, and virtual production solutions for them, anytime, anywhere. Put simply, we bring content to life.
Referrals Referrals increase your chances of interviewing at NEP Group, Inc. by 2x.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Strategy/Planning and Information Technology
Industries Broadcast Media Production and Distribution
#J-18808-Ljbffr