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DIRECTV: Associate Director – Service Management


This is a Full-time position in Los Angeles, CA posted January 12, 2022.

DIRECTV, the leader in direct-to-home satellite broadcasting for over 25 years, is changing how the world experiences entertainment.

We’re delivering cutting-edge products and services that redefine the future.

Innovation is at the heart of what we do, and we’re revolutionizing how our customers access to content anytime, anywhere.

With premier video services like DIRECTV and U-Verse to our newest streaming service, DIRECTV Stream, our industry-leading team is at the forefront of making it all happen.

Together, we’re creating the best entertainment and communications experience in the world.

DIRECTV Broadcast Operations is looking for a Rockstar like you, a highly motivated leader with broad expertise in service management.

The right person for this role is an outstanding people manager with experience leading teams and a track record as an effective communicator up and down the leadership chain.

If you are a team-builder, driven to elevate team performance through empowerment, and love pushing the edge of innovation, then DIRECTV might be the place for you.

ResponsibilitiesResponsible for driving the adoption of service management and operational best practices relevant to the DIRECTV operations model.Lead and improve the Incident and Problem Management process establish relationships with internal and external resources to achieve lasting improvement.Foster continuous service delivery optimization and improvement.Identify resources and sourcing of service management operations support.Develop and implement a strategy and roadmap for organizational excellence in applying service management framework, procedures, and toolsResponsible for leading a team of professionals in Service Management, metrics, and reporting.Define roles and responsibilities for the department.Oversee the process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (SLAs) are published and met by support teamsDevelop performance measures and consistently report metrics to the Leadership team.Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting, and regular engagement with stakeholders.Develop and lead cross-process compliance and design coordination within the operations team and cross-functionally throughout the Organization.

Qualifications10+ years of experience managing and leading a teamSuperb organization and communication skills, motivated by accuracy and attention to detailProven record as a team-builder that develops workflows and relationships in pursuit of continuous improvement to process and efficiencyA high degree of technical knowledge to understand the end-to-end pipeline and enable clear communication with teamsExperience with ticketing systems (ServiceNow, JIRA) and monitoring tools Other Skills:Ability to think and act both strategically and tacticallyTechnical understanding with the ability to translate into business requirementsGreat business judgment, proven strategic thinking, and demonstrated consensus skillsAble to be creative and innovative with service quality, improvement, and solutionsAbility to handle complex questions from all levelsAbility to influence and motivate teamExcellent written, verbal, and presentation skillsRelationship management and conflict resolution skillsAbility to bring together and work with a team with varied backgrounds, i.E., Technical and business representativesWork with senior management to understand and add value to the strategic plansStatistical and analytical skillsAdapt to a fast-paced and rapidly changing environment.Ability to quickly get up-to-speed and thrive in an evolving and fast-paced environment, often with little supervision or lack of established process Job Posting: Dec 17, 2021, 2:51:02 PMSchedule: Full-timeJob Level: Senior Associate/Second Level Manager