Chiswick, London, W4

permanent

Edit

EDIT THIS AD

Live Events MCR Manager

Encompass works with some of the world’s largest and most dynamic media organisations providing them with innovative, reliable and cost-effective products and services.


Read on....

Hours: 37.5 hours per week, Monday to Friday (+ Manager on call)

 

Reporting to: Head of Channels and Events

 
Main Purpose:  

  • To provide operational engineering and leadership skills into an OU operational environment.
  • Specifically, to lead the team of operators for Amazon, OU and other Event driven activities
  • Provides the interaction between account management & sales, translating customer requirements into engineering systems and resource management, creating an operational environment to securely provide the agreed services.

 

Principal Responsibilities:

  • Develop the operational team into an Engineering Operational MCR able to deal with ad-hoc Amazon tests, betas, and other client technical changes as appropriate
  • Act as incident manager in the case of such defined events, managing regular communications to customers and internal stakeholders as needed, identifying root cause analysis and driving continuous improvements throughout the group
  • Develop close relationships with 2nd and 3rd line specialists to enable knowledge transfer into the team as well as rapid support response times
  • To ‘own’ an event from signature through to delivery and post event evaluation
  • Work with resource scheduling team to ensure that required resources are available and booked
  • Attend CAB and take operationally led decisions where appropriate
  • Develop and report regularly on KPIs, service delivery stats and other performance related data specifically (but not limited to) accuracy, availability and resourcing of events
  • Become the technology lead in the MCR, knowing and understanding all the systems deployed, how they are configured and can be operationally engineered to support technical changes in the services when requested by customers
  • Take a lead role in customer service reviews.

 

Experience/Knowledge:

  • Solid understanding of OU technology and systems
  • 5 years + of leadership experience of an OU MCR team
  • Excellent written and oral communication skills
  • Highly organised with good attention to detail
  • Experience of working on live events
  • Ability to influence (up, down and peers)
  • Ability to create calm in escalating environments
  • Ability to instil confidence in Customers.