Service Delivery Manager
- July 17, 2023
ABOUT PIXITMEDIA
pixitmedia is a fast-growing company dedicated to helping the Media & Entertainment industry adapt to challenges and requirements of an ever-expanding, global data environment. Our powerful combination of software-defined storage and data management and orchestration solutions enables customers to run every creative workflow in their content production pipeline, all while keeping data accessible in real time, anywhere in the world.
At pixitmedia, we constantly exceed expectations to help some of the biggest names in film, television, and streaming go beyond the limitations of legacy systems, enhance workflows to be more flexible and scalable, and find solutions for the problems associated with an increased demand for content. Our products give customers choice and freedom by integrating with industry-leading hardware, tools, and applications—all while eliminating lock-in and data tax.
pixitmedia is a Kalray company (Euronext Growth Paris: ALKAL), a leading provider of hardware and software technologies and solutions for high-performance, data-centric applications markets from edge to cloud.
POSITION
We are looking for an experienced Service Delivery Manager (SDM) to join our team looking after some of the biggest names in media and entertainment and also research-science and life-sciences divisions.
The successful candidate will bring and apply their knowledge of Service Delivery to our organization as we grow and expand. Alongside the Sales Account Manager the SDM will lead the customer relationship for service and operations and be a single point of contact and escalation for our key customers.
The initial focus will be on service management and improvement, on life-cycle management (scheduling and resourcing updates onto the systems) and incident management.
The individual needs to be organized, technically conversant and with a strong sense of ownership and customer satisfaction.
JOB REQUIREMENTS
Responsibilities:
- Ensuring contractual obligations to our customers are met and understood by all areas of the business responsible for delivering those services
- Service reporting, measurement, and improvement
- Build a strong, healthy, professional working relationship with our customers, built on trust and results
- Create and schedule update plans
- Apply principles of risk management and mitigation to service changes
- Prevent escalations through good service delivery management
- Where unavoidable, be the escalation point and incident manager
- Review incidents and problems for recommendations and remediations, ensuring the lessons learned are fed back to the correct areas of the business and applied
Key Skills & Experience:
- At least 8 years of Service Delivery Management, Project Management, and/or Technical Account Management
- A good understanding of technology and how it is applied (ideally in our sectors and/or technology stack)
- Strong client management/account management experience
- ITIL v3 or equivalent framework or experience
- Strong communication and problem-solving skills
- Customer focused and results driven
- Able to operate effectively under pressure and/or in uncertainty
- Ability to work with urgency in a fast-paced environment
- Proficiency in presenting technical concepts effectively to diverse stakeholder groups and engaging effectively with senior executives of large enterprises on both technical and business topics
- Ability to understand and capture business requirements and map those to our products and services
Desirable Knowledge Areas:
- Media and entertainment vertical
- Research science, pharmaceuticals, high-performance computing
- Technology such as:
- Software driven storage
- Storage
- Ethernet networking
- protocols such as SMB, NFS, NvmoE, etc.
- Distributed or parallel filesystems (such as GPFS)
- Media or data workflows
- Cloud storage and compute
Benefits:
- Working with cutting-edge technology with the world’s biggest companies
- Company Pension (auto-enroll)
- 25 days of holiday
Contract: Full-time, permanent
Location: High Wycombe/Leatherhead (United Kingdom)
Start Date: September
Reference #: A-SDEV
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