2 days old

Global Service Control Director

Universal City, CA
  • Job Code
Company NBC Universal

Job Title Global Service Control Director

Jobid 23768-389031

Location: Universal City, CA, 91608, USA

Description **Job Number** 37482BR

**Job Title** Global Service Control Director

**Business Segment** Operations & Technical Services

**Sub-Business** International O&TS

**Posting Category** Technology/Engineering

**About Us** Operations and Technical Services (O&TS) is the division that supports NBCUniversal’s full portfolio of production, broadcast and media distribution businesses for both TV and Film. Services provided include technical and on-air operations, technology development, engineering and support, R&D, and corporate services such as real estate, facilities and security. NBCUniversal’s policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

**Country** United States

**State** California

**City** Universal City


This role directs a function within ET that is accountable for defining, maintaining and especially managing standards for service management within infrastructure Operations and the wider Enterprise Technology groups and its processes in the organization, it will be Developing Consistent Process and reporting processes for all activities across the group. It will ensure Services are delivered efficiently and effectively using Service Management processes enabling robust well managed technical service operations and continuity

We are looking for a strong leader with experience of global working and process reengineering

Your first Three Months

Service Control will be the cornerstone of our Global Infrastructure Operations organisation with key responsibility around developing our ways of working, culture and operations:

+ Understanding our current process to support Operational delivery and identifying areas to develop

+ Understanding how we need to organise globally to provide robust 24x7 support to meet the needs of a global organisation

+ Improve our ITIL-based processes and procedures with emphasis on data driven decisions

+ Introducing robust Service Transition and Service Design to ensure added rigour enables Operations to function successfully

+ Supporting the drive for automation and transformationResponsibilities:

+ Strong functional expertise, business acumen and people skills to lead our Global Control Operations

+ Work with the Leadership to formulate & execute a strategy to set-up, manage and improve the Global Control Operations for Infrastructure to provide leadership and direction for related IT processes

+ Responsible for 24x7 Incident Management response organization globally for business critical services

+ Responsible for Incident management, Problem management and Change Management

+ Implementation of Global Service Transtion and Design

+ Define, review, analyse and set the action plan to ensure SLA compliance across all the service lines

+ Set up governance mechanisms for a hybrid delivery model consisting of both In-house & Managed Services teams

+ Drive a culture of operational excellence by driving continual improvements through automation, self-service and shift left initiatives resulting in improved efficiency

+ Partner with various service teams across Cloud Technology, Infrastructure Engineering and Applications Development organizations to drive efficiency improvements

+ Drive improvements in availability by driving improvements in resolution times and management of high impact incidents



+ Experience in the creation and design of core support operations processes

+ Experience includes leading a complex environment including global 24X7 and multi-geography and matrixed environment and teams

+ A combination of IT Infrasturcture and Global Delivery experience

+ Global working experience, ITIL Service Management, Problem Management, Incident Management, Configuration Management, Service Tranisiton and Change Management

+ Experience designing, implementing and improving core operational metrics and benchmarks for IT support operations

+ Must possess an aptitude for translating complex, technical subjects into clear, business-oriented communications

+ Experience with strategic outsourcing vendor relationship management and negotiation

+ Excellent administration skills & strong business acumen

+ Ability to communicate clearly and concisely and to use informed persuasion to influence others

+ Strong budget & financial management acumen

+ Ability to move between details and the bigger picture.

+ Embrace change, viewing it as an opportunity to learn and develop

+ ITIL certification

We are an equal opportunity employer, offering a great work environment, challenging career opportunities, professional training and competitive compensation. Click Here to view the NBCUniversal Candidate Privacy Statement.

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Global Service Control Director

Universal City, CA

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Universal City, CA

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