Reporting to the Director Center Operations, this position is critical in ensuring the implementation of the vision for the 24/7 Technology Operations Centre organizational unit. This position will ensure the delivery and support of IT Event, Incident and Request Management processes at Discovery ensure a culture of excellence and consistent service and supporting Discovery’s best in class distribution and infrastructure.
Highlights of the role
Utilizing strong cross-functional alignment, this position will be responsible leading unified “virtual” teams that will consist of members from multiple disciplines (Distribution Operations Network Operations, Enterprise Platform Operations, Digital Platform Support Operations and Security Operations) to form a dynamic technology focused team capable of providing monitoring all Discovery linear and non-linear output as well as supporting IT infrastructure. The support operation also leads Discovery’s response to all incidents within our infrastructure.
Organizational scope of Duty Operations Manager staff within either our London or Sterling, VA centers – circa 12 staff across multiple discplines In addition the role holder will line manage a group of between 6-7 staff within a functional group based on skill group (Distribution Operations Network Operations, Enterprise Platform Operations, or Digital Platform Support Operations) based in 2 locations supporting 50 offices and productions centers globally, each led be an Operations Center Director.
The position is keyl to ensuring organizational improvements, consistently maintain and improve our customer feedback system, and establish effective performance measurements to show successes and areas of opportunity.
This position is a mission critical role in leading GT&O’s global Technology Operations Centers. As a function it is the 24/7 Command & Control Hub for all our all Distribution and IT support services. Post holders will be expected to work shifts including weekends whilst regular night work is not required it should be expected that the post holder will need to work nights during certain events.
The centers are the point of contact and owners for an IT Major Incident Incidents and as Operations Center Director are responsible for the implementation of the IT Major Incident process and procedures for Global Technology & Operations and the department’s recovery plans. The centers are also the focal point of contact for an IT response in the event of an organization wide Major Incident.
This position is a member of the leadership team for Technology Operations and will guide the development of the team and communicate the direction of the organization.