Media Networks Operations Manager (Europe and Americas)
Warner Bros. Discovery
London - Hybrid
Key Responsibilities, Accountability Metrics, Decision Rights:
In this role you will use your strong people skills, business experience and extensive technical expertise in TBS operations to lead a skilled team of operational specialists. You lead and support your team to ensure the successful operation of your business area's services to our customers. The work you do underpins TBS' competitive advantage and ability to provide a superior customer experience. You are a recognised operational leader, collaborative partner and trusted advisor by our employees, partners and customers.
You lead the operational delivery teams and partnerships in Europe and the US, with responsibility for service delivery and performance, as well as delivering operational excellence and continuous improvement.
Your role is part of the Chief Operating Officer's leadership team and of TBS' Extended Leadership Team (ELT). This role collaborates with global Operations and Technology teams and commercial and product teams to ensure the delivery of world class services.
Role purpose:
Provide strong operational leadership and delivery of services.
The measurable deliverables and outcomes of this role
• Delivery of services to SLAs and KPIs and budget
• Development of performance and continuous improvement culture
The key responsibilities:
• Responsible for the leadership, development, and operations Media Networks Operations (MNO) in EMEA and the Americas.
• Develop and maintain a performance culture in the team, reducing internal and external obstacles to performance, delivering continuous improvement, SLAs and KPIs. Instil a culture of individual accountability, ownership and learning within the team, together with a 'can do' attitude.
• Actively seek opportunities to develop and implementing automation, processes, workflows, systems and technologies, working with Technology and Product teams, to ensure services are scalable and continue to be best-in-class.
• Workforce and capacity planning, optimisation and on-going utilisation of staff and resources to ensure that operations are efficient and effective in scaling and delivering strong performance.
• As part of the Operations & Technology leadership team and TBS Extended Leadership Team (ELT), and local TBS leadership team, contribute to the leadership of the company.
• Planning and efficient on-boarding of permanent and OU services and clients, ensuring all technical and other information is with MCR in good time.
• Within O&T's framework, lead incident reviews in response to issues and problems, as required, to ensure learning is actioned and shared across O&T and with clients and partners.
• Own the operational relationship with PSSI Pittsburgh, developing it to extend TBS' MNO capabilities to service the Americas, as an integral part of O&T and TBS.
• Play an active role in the communication chain, always striving to improve the way information flows within the TBS, with the rest of Telstra, and our partners and clients.
• Manage staff including recruitment, training and development, appraisal, salary and performance management, caring and discipline issues.
• Responsible for ensuring that the requirements of statutory and Telstra health and safety policies and local regulations; providing a safe working environment and for ensuring that all work is carried out in accordance with safe systems of work.
• Responsible for local business continuity and disaster recovery (BC & DR) planning and testing, within TBS' BC & DR framework.
• Responsible for local MNO budget, operating within budget, planning and forecasting.
• Provide a best-in-class level of customer service in terms of delivery and support to both internal and external customers.
• Work closely with Sales and Pre-Sales Solutions teams on proposals, ensuring a clear operational component and costs, owning the appropriate sections of the 'deal book.'
• Work closely with Product teams to define and evolve Playbooks for all products & services - from solution to build and handover, training and delivery.
• Work closely with the rest of O&T to ensure a "think global, act local" consistent approach to operations across TBS.