Service Manager

About the role

The Service Manager is responsible for all operational deliverables of an airline's media cycle, including creating and closely tracking timelines to ensure on-time delivery. From content selection to final delivery of media and all related activities in between, (including monitoring metadata quality and performance, and tracking technical service tasks).

Responsibilities

• Focal Point of Contact for all operational tasks and services
• Timeline creation and management - Project Managing airline media cycles, as well as any specific niche projects from airlines requiring operational support
• Oversee all activities relating to cycle delivery, ensuring on-time delivery and quality are upheld by product owners
• Monitor and manage delays in the critical path, offering resolutions where possible, communicating to all impacted teams and stakeholders any changes in scope.
• This includes agreeing to, and coordinating any changes to OTD, ensuring they are updated in Bebanjo for accurate data keeping.
• Communicate with OEMs, utilise OEM tools & internal tools (OMS) to track on-time delivery and issue resolution.
• Follow up with third-party labs on file delivery and issue resolution, including track and confirmation of additional fees related to third party labs.
• Day-to-day function includes internal and external communication, issue resolution and statusing (both proactive and reactive)
• Proactively review, troubleshoot, and escalate potential issues that may adversely impact deadlines and delivery/project commitments.
• Maintain and utilize operational key performance indicators to drive opportunities for process and team performance improvements.

Requirements

• Expertise in digital distribution supply chain principles
• Strong understanding of video/film formats, distribution workflows, and technologies
• Strong understanding of IFE digital supply chain with focus on strong OEM Relationships and timeline management
• Excellent organizational, interpersonal and communication (verbal, written, presenting) skills
• Highly effective problem solver able to assess, adapt and effectively action changing priorities and strategies
• Highly detailed, data-oriented team player with strong analytical skills
• Able to work independently and with minimal supervision
• Comfortable driving and building consensus across diverse teams and stakeholders
• Able to succeed and thrive in a dynamic, innovative, deadline driven environment
• Able to take Initiative and contribute to long-term vision
• Willing and able to work outside of regular business hours when needed

Qualifications

• Self-starter who likes to roll up your sleeves and take initiative with minimal direction
• Curious and open to learning and finding new solutions
• Able to provide and accept feedback in a constructive manner
• Organized, have strong communication skills, and do whatever it takes to get things done

Skills

• Expertise in digital distribution supply chain principles
• Strong understanding of video/film formats, distribution workflows, and technologies
• Strong understanding of IFE digital supply chain with focus on strong OEM Relationships and timeline management
• Excellent organizational, interpersonal and communication (verbal, written, presenting) skills
• Highly effective problem solver able to assess, adapt and effectively action changing priorities and strategies
• Highly detailed, data-oriented team player with strong analytical skills
• Able to work independently and with minimal supervision
• Comfortable driving and building consensus across diverse teams and stakeholders
• Able to succeed and thrive in a dynamic, innovative, deadline driven environment
• Able to take Initiative and contribute to long-term vision

Benefits

• Competitive benefits including medical, dental, vision, paid time off, 401k, disability and life insurance, flexible scheduling, pet insurance, employee assistance, and discounts on gym membership, concerts, amusement parks, hotels, and more!

Pay

Compensation is commensurate with experience.

Schedule

Flexible scheduling available.