Role Summary
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). The precise mix and balance of tasks & responsibilities will vary depending on the needs of the Airline and the client requirements.
A large part of your role will be internal tracking of the airline team's tasks, focusing on timely delivery and exceptional quality. Holding regular meetings with all stakeholders, you will be the driving force in striving for continuous improvement and ensuring "customer satisfaction" is exceeded. You will be seen as the operational expert for your airline(s).
Location:
UAE or Qatar. Remote Options:
This role will be on a hybrid work arrangement, with time balanced between the office, client and home.
- 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.
- Communicating with OEMs, utilising 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 elevate potential issues that may adversely impact deadlines and delivery/project commitments.
- Monitor work-in-progress and back-logs to anticipate capacity constraints
- Monitor any localization work and coordinate amongst teams to keep track of any potential issues.
- Onboard new client requirements in collaboration with internal and external stakeholders (e.g. new systems changes to existing media spec, etc.)
- Escalation point for all issues related to media files and metadata.
- Build strong internal and external relationships with key stakeholders, content providers and clients.
- High Level QC of NLC Content
- Weekly and monthly reporting on cycle quality performance
- Continual Process management and improvement, collaborating with teams to streamline and improve workflows.
- Ensure ownership & accountability across teams within supply chain
- Track, maintain, and utilize operational key performance indicators to drive opportunities for process and team performance improvements. (ie., On Time Delivery, Quality, Cycle time)
- Exemplify and model the company core values and behaviours.
- Works well under pressure
- Team player able to collaborate and influence others to meet shared deadlines and goals
- Strong communicator who displays courage in driving and advocating for operational excellence
- Proactive, operational mindset
- Self-motivated, organized, and resourceful with strong work ethic
- Able to communicate issues and operations plans with clients and third party vendors
- Fluency in English at a professional working level is essential. Arabic would be a bonus.
- 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 OEMRelationships 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…
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