Service Delivery Manager

Gravity Media is currently recruiting for a Service Delivery Manager. Based at our client’s premises in Washington, the Service Delivery Manager will work with our broadcast team in the delivery of Gravity Media’s scope of services to the client.

Gravity Media is currently recruiting for a Service Delivery Manager. Based at our client’s premises in Washington, the Service Delivery Manager will work with our broadcast team in the delivery of Gravity Media’s scope of services to the client. We operate in a partnership with our client, ensuring that people are front and center of what we do. The successful candidate must have strong leadership skills and ensure accountability is taken for crewing both permanent and flexible resources.

• Prioritize stakeholder request for resources as directed by the client.
• Manage client expectations for people pipeline and delivery of people resources.
• Communicate the status of bookings with appropriate stakeholders where appropriate.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships.
• Build a knowledge base of each client’s business, processes, systems and objectives.
• Identify opportunities for improvement and make constructive suggestions for change.
• Act as a single regional point of contact for client management when dealing with personnel issues.
• Provides detailed reporting and metrics around service performance and execution to support the
• Management Business Review process.
• Ensure the timely and accurate processing of invoices to the client.
• Daily reporting of working hours and overtime to the client for each department to ensure the invoicing process is accurate and approved.

• First point of contact for escalation on site.
• Ownership of crew roster.
• Evaluate and maintain an end-to-end production intake process and tracking dashboard for stakeholder production requests and production executions, resolving or escalating issues in a timely fashion.
• Supervise scheduled crew.
• Interact effectively with clients to identify needs and evaluate alternative people solutions.
• Oversee/track/report on annual budget and manage any additional budget requests within the contracted year.

• Manage a team of esports broadcasting production professionals in a fast-paced environment.
• Oversee hiring, deployment, and management of esports broadcast professionals.
• Develop new team structures and processes as required, while providing on‑site support to the team in Seattle and remote guidance to our smaller team at the LA studio.
• Supporting the client in distributing documentation and training materials that support development and standardization within the studio technical processes and team structures, as driven and instructed by the client.
• Support the emerging talent strategy by outlining opportunities for engaging with early careers, graduates, trainees and apprentices.
• Monitor and manage working time, time off, attendance.
• Management of sickness with appropriate back filling for production days.

• Prospects potential talent by contacting, negotiating rates and deal buyouts and exploring availability and opportunities.
• Closes new business deals with talent by coordinating requirements; developing and negotiating contracts and onboarding/contracting.

• Where there are opportunities for growth in the region/country, there is the natural opportunity for progression to manage other similar facilities in accordance with the scope of this job description.
• Other related items as assigned.

Ensuring that all company risk assessments are observed where applicable to your role, taking ownership of improvements and escalating concerns where necessary.

• Experience leading a studio production team.
• Experience overseeing medium and large-scale production teams.
• Solid understanding of multi‑camera studio production workflows.
• Experienced in working with production scheduling and tracking software.
• Solid knowledge esports broadcast production

• Time management and how‑to prioritize workload and asks.
• Key…