• European Director Global Support Service

    Posted Date 3 weeks ago(9/21/2018 8:02 AM)
    Requisition ID
    Career Category
    IT & Technical Operations
    Company Employee Full-Time
  • Position Summary

    Our Team

    As Discovery Inc’s portfolio continues to grow – around the world and across platforms – the Global Technology & Operations team is building media technology and IT systems that meet the world class standard for which Discovery is known. GT&O builds, implements and maintains the business systems and technology that are critical for delivering Discovery’s products, while articulating the long-term technology strategy that will enable Discovery’s growing pay-TV, digital terrestrial, free-to-air and online services to reach more audiences on more platforms.


    From Amsterdam to Singapore and from satellite and broadcast operations to SAP, we are driving Discovery forward on the leading edge of technology.


    The Role

    Reporting to the Group VP Global IT Customer Support, this Director position is the IT Workforce Technology services owner within the EMEA and APACs region as well as managing a dispersed group of resources. The position holder forms a critical component in the IT departments’ ability to deliver a high-quality service across their portfolio. The ideal candidate for this role should be excited about technology, have the ability to speak in large groups about changes/the need for change, and establish a positive platform to bridge IT change and business acceptance. Directs and oversees all aspects of an organization's customer service policies, objectives, initiatives and operations. Coordinates with US counterpart to develop and establish procedures, policies, innovations, and change. Builds relationships with business partners to help deliver change and support growth.

    Highlights of the role


    Leading a pan-regional operation, this position will be responsible for oversight of a cohesive organization that will consist of members from multiple disciplines (Desktop Technology AV and Regional Infrastructure support) to form a dynamic customer focused team capable of providing service at multiple levels to drive results and shape the reputation of GT&O as a responsive customer centric organization.

    Manage IT departmental budget and maintain relationships with vendors to establish best practices and cost-effective solutions. Assist in the development, maintenance, and communication of KPIs for all noted areas of responsibility. Market IT changes and build strong alignment with business units to earn trust in IT.

    Organizational scope of IT Services staff within EMEA & APAC – circa 60 staff based in 13 countries and remote support for further 12 countries. This position is a member of the leadership team for IT Infrastructure & Support Services and will guide the development of the team, and set and communicate the strategic direction of the organization.



    • Lead and coordinate IT Support Services function that support regional desktop technology AV and local platform and network infrastructure for all all EMEA & APAC Discovery offices.
    • Provides leadership to the regional management team and ensures that good practice leadership behaviours is in place across the regional leadership team
    • Primary customer support leadership contact for EMEA & APAC GT&O, owning real-time response to active requests and incidents where needed
    • Drives continuous improvement to key metrics through process, system, and organizational refinements
    • Develops metrics relating to process quality, customer satisfaction and financial performance. Leads the customer care function to produce continuous improvements against stated metrics
    • Management of the in region operating and capital budget as it relates to IT Services. This includes hardware refresh of servers and desktops and related equipment, regional telecoms and platform infrastructure and maintenance agreements related to such systems, as well as key carrier and other local telecom and data agreements. Budget ownership multiple geographical cost centers. This includes predicting operational and capital costs as well as participating in forecasting/future planning.
    • In partnership with Product and Engineering Leadership - speaks with business unit, division, and network leaders to understand what is critical to their business and how GT&O can help them achieve their strategic and tactical goals
    • Support and develop innovative and engaging customer solutions by continuing the momentum of the TechKnow Bar and Mini TKB experiences in the regional sites.
    • Lead the effort to identify, document and define solutions for unique requirements in the designated regions which cannot be satisfied by global standard solutions.
    • Partner with the PMO, Product, global Engineering and Technology Operations teams on technology introduction. Ensures the smooth transition of services into live
    • Partner with Global Real Estate on accommodation moves and changes. Oversight for planning and execution of IT deliverables within Real Estate strategies
    • Create a “virtual” operation, to ensure the organization is properly staffed. Leads an integrated global customer driven support organization based on collaboration, best practices, standards, efficiency, and commitment to effective service delivery and responsiveness to the needs of the business
    • Ensure that all compliance and regulatory requirements are met utilizing documented solutions and ongoing remediation and control processes
    • Partner with GT&O Sports and Olympics teams on regional support models for Sport Events and Olympic Games.   Leadership for the Regional IT Support Model during Olympics Games
    • Support the development and implementation of related global support standards, processes and documentation.
    • Develop and maintain an effective and forward-thinking roadmap for team development in all designated regions which is consistent with the appropriate regional business strategy and GT&O priorities.
    • Ensure Request & Incident Management process is working within the ITIL framework, meets business requirements and is working as efficiently as possible.
    • Ability to speak effectively in large groups; prepare and deliver information.
    • Be aware of upcoming technology trends and determine areas we might want to pilot.
    • A commitment to travel domestically and internationally, to the satellite offices as required.
    • Any other ad hoc responsibilities as requested by the Group VP of Workforce Technology Services.


    • Bachelor’s degree in Business Administration, IT Management, or equivalent work experience
    • Significant direct management experience in the IT function
    • Significant experience in an Enterprise-level end user support environment
    • Experienced working in IT customer support service role. Experience in a service delivery environment and understanding of technical support processes and workflow
    • Working knowledge of ITIL required. Foundation certification desired. Must be able to effectively communicate with owners of ITIL Disciplines (Incident, Problem, Change, Release, and Configuration) to provide effective IT support to the end-users.
    • Excellent verbal, written, interpersonal communication and customer service skills
    • Strong organizational and conceptual skills
    • Ability to multi task within related functions
    • Demonstrated ability to recruit, develop, and retain staff
    • Strong ability to demonstrate and execute professional communication skills to all levels of management
    • Project management experience desired
    • Strong critical thinking, analytic, problem solving, and decision-making abilities
    • Ability to proactively communicate to senior leadership on areas of opportunity and a solutions oriented problem solver.
    • Positive attitude and experience with motivating a team
    • Ability to maintain focus in a high pressure environment
    • Able to demonstrate a high degree of flexibility, including flexibility in working hours to support employees and customers across multiple time zones.
    • Experience in leading multiple IT support teams in multiple/global locations
    • Experience of working for a Media Company/Broadcast is desirable but not essential
    • Knowledge of European employment laws is beneficial.
    • Ability to speak a second language is preferred especially French or Polish
    • Exposure and understanding of APAC markets and customs preferred.
    • Must have the legal right to work in Europe.


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