Accepting applications until: 25 April 2025 Job Description
Your new role
We are looking to appoint a dynamic Head of Outdoor Digital Service Manager within Global’s Technology team, specifically working across the Outdoor function, to oversee the service delivery and performance management of our thousands of digital outdoor assets with our maintenance partners. This role focuses on establishing and enforcing service standards, KPIs and contractor accountability without requiring deep technical expertise. Strong partner vendor management skills and a proactive approach to driving consistent service performance with our partners are essential.
The successful candidate will need to be approachable and work collaboratively with stakeholders at every level within Global including Technology, Outdoor Operations and Partnerships departments.
The Service Manager will also oversee and manage two Digital Infrastructure Engineers, who are responsible for development and 3rd line support of the outdoor digital infrastructure.
Importantly, the role additionally manages the EOC (Electronic Operations Centre) desk, run by the Head of Contracts & Technical Services who is supported by a team of four.
The Digital maintenance contracts we hold cover digital assets nationally, including our partners TFL (Transport for London), National Rail Train Operating Companies, Airports, Bus and Roadside sites.
Key Responsibilities
Maintenance Partner Management (20%)
* Oversee maintenance partners, ensuring that all service agreements and KPIs are met consistently.
* Hold maintenance partners and hardware vendors accountable to deliver on time, within scope, and with quality that aligns with Global’s standards.
Performance Monitoring and Reporting (20%)
* Implement and manage performance metrics in line with the contractual obligations between Global and our partners, regularly evaluating contractor effectiveness and addressing gaps.
* Provide regular insightful internal reporting to stakeholders.
Stakeholder Engagement (20%)
* Collaborate with Infrastructure and Commercial Technology teams, as well as Projects, Partnerships, Product, Operations, and Digital Delivery within Outdoor.
* Prioritise strong alignment with Projects and Partnerships, treating them as key internal customers.
* Establish consistent and frequent touchpoints to maintain alignment and proactively address concerns.
* Tailor communication styles to suit diverse stakeholders, from technical details for Infrastructure to high-level overviews for our colleagues in Partnerships.
* Build trust by effectively resolving conflicts or escalating issues to ensure swift and satisfactory outcomes.
Team Leadership (20%)
* Manage and develop two Digital Infrastructure Engineers, guiding them to support service delivery and performance monitoring.
* Collaborate with the Head of Hosting and the Head of Networks & Information Security to request and secure the provision of compute and networking services across on-premise and cloud environments.
* Manage and collaborate with the Head of Contracts & Technical Services within your own team.
Continuous Improvement (20%)
* Drive continuous improvement initiatives within the service delivery framework, identifying opportunities to enhance partner and vendor performance and service consistency.
What You’ll Love About This Role
* Keep it Simple: Break down complex concepts into clear, manageable components, transforming them into smaller, actionable tasks.
* Better Together: Collaborate with a skilled team to deliver service excellence, optimising the performance of digital outdoor assets that engage millions of people. Partner with industry experts in both Outdoor Maintenance and cutting-edge technology development.
* Own It: Take direct ownership of partner relationships, setting and maintaining standards to ensure reliable service throughout the Outdoor function.
* Think Big: Thrive in a dynamic environment by collaborating with cross-functional teams and external contractors to tackle operational challenges and refine service processes.
What Success Looks Like
* Refined Metrics: Reviewed and reinforced existing performance metrics in current contracts, aligning partners with expected outcomes.
* Performance Management: Conducted regular service reviews, addressing underperformance with structured improvement plans.
* Relationship Building: Built strong, transparent relationships with key contractors, ensuring accountability and prompt resolution of issues.
What You’ll Need
* Service Management: Proven expertise in managing service delivery and external partner performance.
* Strong Communication: Effective at setting clear service expectations and holding partners accountable.
* Attention to Detail: Highly detail-oriented in monitoring service levels and ensuring KPI compliance.
* Leadership: Skilled in leading a small technical team, driving service outcomes and consistent performance.
* Resilience: Demonstrate strength and composure when facing challenges and adversity.
Creating a place we all belong at Global
We are dedicated to creating a place where different voices are represented, amplified and celebrated. We know that we can’t serve our diverse audiences without first celebrating it in our people, which is why we’re passionate about creating an inclusive culture where every Globaller can belong. So, no matter who you are or where you are from, you can find your place at Global.
As a business, we believe in the importance of a healthy work-life balance and the value of a flexible and agile workforce. Therefore, we operate a Smart Working approach. If you need us to make any reasonable adjustments during your recruitment process, drop us an email at recruitment@global.com, we’ll be happy to help.
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