About us:

Encompass Digital Media is a global managed services company focused on supporting TV networks, broadcasters, sports leagues and digital platforms with the delivery of their linear/nonlinear video and audio content across television, radio and digital platforms. We design, implement and operate reliable video and audio solutions that capture, process and deliver clients’ content from any source, in any format, to any destination in the most efficient and reliable way possible.

Location: Chiswick, London

Hours of work: This is a full-time position, working both day and night shifts. Flexibility is required to align with the Live Events Calendar. Rosters will be shared in advance.

Summary of Role:

The Live Events MCR is a mission critical hub for the setting up, management, monitoring and delivery of OU (Occasional Use) services. The Live Events Duty Operations Manager works on the front line within a team of OU specialists and is responsible for the delivery, continuity, management and overall availability of all Live event-based services.

This is an Operational role with a mixture of Management, Transmission and Routing where you will be responsible for the planning, configuration and set up of Occasional Use customer work orders and be the primary point of contact when on shift for all Customer and Service matters. You will also be responsible for first line technical support, incident management and customer enquiry response. You will be responsible for the events, planning and execution and will lead by example with a hands on attitude.

The role is essential to the success of Encompass Digital Media’s strategy to deliver and maintain the highest standard of services to our clients. This role is suited to an individual that can demonstrate service management across all Live Event Properties at both operational and technical levels. The successful applicant will be expected to line manage a small team of Operators as well as all supporting Freelancers assigned on event days.

Key Result Areas:

Ensure the seamless delivery of customer Live event-based services as per technical requirements and contractual agreements, defined by Service Level Agreements and work orders. Support the Events Management team in ensuring consistent success of current operational processes, partake in continual improvement and the implementation of new processes. An appreciation and understanding of Change Control in a broadcast environment. Agile to change as per the ever-evolving nature of broadcast technology and service delivery methodology. Develop and maintain professional relationships with key internal and external stakeholders including customers, suppliers, engineering and dev ops. Ensure the frontline delivery of high-profile events. 1st line technical support, escalation and triage for Event based services. Direct liaison with customers, suppliers and end takers in the lead up to and during Live Events followed up with post-event event reporting. Follow the incident reporting process to ensure the correct triage steps are taken and ensure accurate escalation.

Role Specific Requirements:

A meticulous attention to detail with the ability to identify faults both at video and meta-data level. The ability to work in a high-pressure environment, reacting quickly and calmly in the event of service impact – instil confidence in our customers. Interpretation of data in a manner that will enable you to triage, report and escalate effectively and in some cases prevent service impact. Work collaboratively with management and engineering departments – Be a team player. Keenness to strive for operational improvement with a view to improving service delivery. Strong communications skills across all appropriate mediums, such as phone, written, incident reporting and production talk-back. A proactive approach and the ability to use one’s initiative while protecting the best interests of the business and customer. Requirement to deputise for other Live Events Duty Operations Managers in time of demand/absence. Requirement to be flexible in working pattern to support live event calendar. Ability to train new members of the team to the point of operational readiness. Mentor colleagues where necessary to improved overall departmental standards. Actively challenge what we do and how in order to improve the service offering. Maintain confluence documentation with the other Live Events Duty Operations Manager. Work in collaboration with the Live Events Management team. Contribute to the sign off for new service deliveries. Be career focused and be able to build on learned skills and abilities. Lead a team to success by setting the best example.

Essential Qualifications/Experience

Confident communicator over talkback and bridge calls. Playout/Routing/Transmission experience within reactive live sports. Technical understanding of transmission systems and routing. Line Management Experience of small teams.

Benefits include:

264 hours annual leave per annum, inclusive of bank holidays Matched up to 5% pension contributions and independent pension advice Health benefits including eye care vouchers, health cash plan and 24/7 employee assistance programme Income protection and life assurance benefits Regular wellness and engagement events Performance recognition awards