Manager, Client Services

Company Description

NBCUniversal owns and operates over 20 different businesses across 30 countries including a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, world-renowned theme parks and a premium ad-supported streaming service.

Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. We strive to foster a diverse and inclusive culture where our employees feel supported, embraced and heard. We believe that our workforce should represent the communities we live in, so that together, we can continue to create and deliver content that reflects the current and ever-changing face of the world. Click here to learn more about Comcast NBCUniversal’s commitment and how we are making an impact.

Job Description

INTRODUCTION:
At NBCUniversal, we believe in the talent of our people. It’s our passion and commitment to excellence that drives NBCU’s vast portfolio of brands to succeed. From broadcast and cable networks, news and sports platforms. To film, world-renowned theme parks and a diverse suite of digital properties, we take pride in all that we do and all that we represent. It’s what makes us uniquely NBCU. 

ABOUT THE ROLE:
The role of TechEx Manager offers the opportunity to manage a diverse team of on site, multi skilled Desk Side Support Technicians in a complex, fast-paced & mission critical environment. You will be responsible for overseeing a team of leads & engineers providing support to a wide range of our businesses including broadcast, production & corporate.

The successful applicant will find themselves in a challenging and rewarding environment, continually improving processes and tooling. Collaborating with Incident Managers, Problem Managers, Procurement/Asset Managers and a portfolio of senior level business stakeholders. You will shape the support efforts of your team to improve the customer journey and maximize the effectiveness of your staff.

You will be required to manage the performance of your team to agreed targets, SLAs & KPIs. You will be writing and presenting reports on the services your team provides. You will be expected to innovate and drive improvements wherever you see them. This is an environment where positive change is not only welcomed but is highly encouraged.

The role is primarily based on-site. Days working from home are available at your managers discretion. Some weekend working may be required on occasion. Successful candidates will be expected to demonstrate some flexibility over work times around weekends and holidays.

Qualifications

What you’ll be doing:

• Lead and develop the East Coast TechEx function by building a strong motivated team & partnering closely with key business stakeholders
• Ensure appropriate reporting and analysis via KPI’s and metrics using ServiceNow or as defined
• Lead IT service reviews with the relevant business areas and take action to ensure service levels are maintained
• Act as the primary escalation point for urgent & critical IT issues, partnering with incident management
• Lead, where appropriate, projects under service improvement in line with business demands
• Management of applicable direct reports or contractor resources including development plans and performance reviews in line with corporate standards
• Build long-term relationships with the business teams within his/her area of responsibility and ensure the communication of IT strategy, roadmap and plans to enable those businesses to have visibility of impacting activities.
• Ensure IT services and systems are in line with global NBCU IT standards and policies
• Provide regular management reporting on team activities, business projects and initiatives to senior leadership

Desired Characteristics
Who we are looking for:

• You will have led a team before and have demonstrated expertise in people & performance management practices
• You will be a person who puts their customer first, someone who understands business priority and the need to be efficient. Operational effectiveness is key
• You will be target orientated, motivated by the challenge of meeting personal, team, and business goals
• Partnership across groups and teams is essential, this role won’t suit someone used to operating in a vacuum
• Mentorship and Coaching. At NBCU we believe in the value of investing in people. The successful candidate will be expected to identify appropriate development plans and opportunities for their team members
• You will be passionate, operate with integrity and be h