Incident Manager (CL3) (UK 1454)
WHAT’S YOUR NEW ROLE ABOUT?
As our Incident Manager, you will play a key and imperative role ensuring our key sporting events – and other functions – are delivered with quality, readiness and incident management expected of a brilliant service. You will deliver an excellent customer service experience to our customers through industry leading operations and quality of service, appropriate to live TV Sport.
You will develop strong working relationships with DAZN’s operational and commercial partners to ensure smooth operational processes and capabilities (e.g. monitoring, troubleshooting, QoS, KPIs, SLAs, problem management etc).
As a natural leader and a sports enthusiast, you’ll understand how and what is important to fans and be able to translate this into the best customer experience through robust operational processes.
Regrettably, we are unable to provide sponsorship for this role so you must be eligible to work in the UK on a permanent basis.
|WHAT WILL YOU DO IN YOUR NEW ROLE?|
|Lead and manage critical customer impacting incidents of live and VOD sport issues|
|Provide excellent communication concerning operational issues to stakeholders worldwide, including DAZN’s commercial key partners|
|Liaise with local teams in disseminating and packaging information to internal stakeholders|
|Delve and analyse data on consumer behaviour and campaign effectiveness|
|Identify areas of improvement of research output and information needs|
|Ensure that internal teams and partners capture operational data and information to the highest quality levels, to facilitate exceptional reporting and root cause analysis|
|Contribute to the building of the right SLAs internally and externally, appropriate to delivering live sport in Japan to the highest standards|
|Contribute to producing post incident reports on all incidents with appropriate action plans that will resolve root causes|
|Ensure operational change into the live environment has the appropriate sign-offs by key stakeholders, to ensure delivery is successful with minimal failures|
|Liaise regularly with customer service, product, supplier, technical teams, partners to deliver to their needs|
|Put customers first through being an advocate of the customer and driving DAZN to the highest levels of quality|
|DO YOU HAVE THESE ESSENTIALS?|
|Operational management of incidents and problems within a streaming/Live/VOD environment|
|Operational account / partnership management across vendors and partners within a streaming/Live/VOD environment.|
|Ability to measure operational performance against internal quality targets and competitor benchmarks.|
|Evidence of representing the operational view at an executive level and driving operational improvement.|
|IF YOU HAVEN’T YET GOT A FEEL FOR THE CULTURE AT DAZN, THEN READ ON…|
DAZN is a live sports streaming service that allows fans to watch their sport, their way, live or on-demand. With access to the world’s best sports, fans can watch their favourite teams, leagues and players anytime, anywhere, for one simple, affordable price and with no long-term contract. DAZN has over 8,000 live events a year and features the widest array of live sports ever offered on one TV service. DAZN can play, pause and rewind anytime with no commercial interruptions and no long-term commitments.
We have a strong team with experts from Netflix, Amazon Video, BBC iPlayer, YouView and Now TV. We’re launching into new global markets every year.
DAZN is currently available in Canada, Germany, Austria, Switzerland and Japan on most connected devices including Smart TVs, smartphones, tablets and games consoles. DAZN is a part of Perform, a leading global sports media group. Check out DAZN here.
You’ll receive 25 days’ annual leave (increasing by 3 days after 3 years), Single cover Aviva Private medical insurance*, Life Assurance (4x annual salary), matching pension contributions up to 5%, Travel Loan, Cycle to Work Scheme*, Childcare Voucher Scheme*, and more.
And there’s more…… you’ll have access to the Perform/DAZN online learning portal (MindTools) and be part of our Career Deal, which aims to support your continued professional development. We also have a structured management development programme and a financially rewarding Refer a Friend scheme. If you fancy a move abroad; Perform are currently seeking the best talent in the world.
*Please Note – some of these benefits will be available to you upon successful completion of your probation.