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.
Responsibilities Responsible 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 tools Responsible 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 teams Develop 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.
Qualifications 10+ years of experience managing and leading a team Superb organization and communication skills, motivated by accuracy and attention to detail Proven record as a team-builder that develops workflows and relationships in pursuit of continuous improvement to process and efficiency A high degree of technical knowledge to understand the end-to-end pipeline and enable clear communication with teams Experience with ticketing systems (ServiceNow, JIRA) and monitoring tools Other Skills: Ability to think and act both strategically and tactically Technical understanding with the ability to translate into business requirements Great business judgment, proven strategic thinking, and demonstrated consensus skills Able to be creative and innovative with service quality, improvement, and solutions Ability to handle complex questions from all levels Ability to influence and motivate team Excellent written, verbal, and presentation skills Relationship management and conflict resolution skills Ability to bring together and work with a team with varied backgrounds, i.E., Technical and business representatives Work with senior management to understand and add value to the strategic plans Statistical and analytical skills Adapt 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 This is a remote position that can be located anywhere in the United States.
#LI-Remote Job Posting: Dec 17, 2021, 2:51:02 PMSchedule: Full-timeJob Level: Senior Associate/Second Level Manager