Service Manager

Role Description

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. The precise mix and balance of tasks & responsibilities will vary depending on the needs of the Airline and the client requirements.

• 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
• 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 escalate 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
• 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
• Exemplify and model the company core values and behaviors

Qualifications

• 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 OEM Relationships 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 with strong analytical skills
• Ability to work independently and with minimal supervision
• Comfortable driving and building consensus across diverse teams and stakeholders
• Able to succeed and thrive in a dynamic, innovative, deadline driven environment
• Able to take Initiative and contribute to long-term vision
• Willing and able to work outside of regular business hours when needed

Expectations

• 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

Benefits

• Competitive benefits including medical, dental, vision, paid time off, 401k, disability and life insurance
• Flexible scheduling
• Pet insurance
• Employee assistance
• Discounts on gym membership, concerts, amusement parks, hotels, and more