Shift Lead, Service Management Center

**ROLE DESCRIPTION**

We are looking for a Shift Lead to join our Playout Service Management Centre in Munich

As a Shift Lead, you will provide your knowledge in solving customer issues and ensuring a seamless and efficient service delivery. In addition, you will be responsible for all the managed services of the Playout Service Management Centre, organizing workflows during shift hours and reporting on any issues observed. In this role, you will be the main point of contact to our internal stakeholders and external customers, when handling service interferences.

You will be responsible for _(this is not an exhaustive list)_:

- **Daily Shift Managment**: Oversee the day-to-day operational activities during your shift, coordinate and distribute workload during shifts among operational workstations.
- **Incident & Problem Management**:Provide 24/7 escalation support for service delivery and major incident management related to the Playout Managed Services.
- Take ownership of incident tickets and escalation processes until resolution, coordinating with engineers and third parties. Regularly update and maintain active tickets, gather necessary information from stakeholders, and communicate with customers.
- Assist with technical diagnostics and communicate major incidents to internal teams and external third parties.- **Service on
- & off-boarding**:Manage the onboarding and offboarding of new services and manage service customers to the Playout. Ensure operational acceptance of service deliverables, including monitoring solutions, service reporting, and operational and technical resources.
- Handover all relevant shift tasks to the next shift, including open tickets, incident reports, etc.
- Adhere to and ensure compliance with Customer Service methods and standards.
- Provide communication interface between internal operational & technical departments and customers and suppliers.
- Plan & coordinate of high-profile live events in the Playout.
- Independently own sub-projects to improve and simplify the overall operations department and processes.
- Support and mentor staff to fill knowledge gaps and understand how to operate all services and systems according to the expected, high standards.
- Write and update work procedures and service documentation.
- Support the Department Manager in line with personal, team and company objectives.

**YOUR PROFILE**
- **Must have**
- Completed a (television) broadcasting focused apprenticeship or equivalent studies.
- At least five years of experience in a broadcasting environment (Playout, MCR, or NOC)
- A technical background (such as a Practical Engineering degree or B.A.) is beneficial
- Extensive knowledge of both classical and IP-based broadcasting systems.
- A strong sense of responsibility and a confident, proactive attitude
- Excellent service and customer orientation.
- Fluent in English, both written and spoken. Knowledge of German is an advantage.

**2. Nice to Have**
- Experience in team management is an advantage

**WHAT'S IN IT FOR YOU**
- Flexible working policy
- Bonus plan
- Comprehensive and competitive benefits plan
- A range of wellness activities and employee assistance programs
- An employer that values all aspects of Diversity and respects every individual’s story

**GOOD TO KNOW**

Embark on a career with us, where diversity isn't just a buzzword - it's our driving force. We are crafting a workplace mosaic that values every hue, background, and perspective. Join a global team where inclusivity sparks innovation, and individuality is not only embraced but celebrated. At SES we are committed to hiring inspiring individuals from all backgrounds. We take great pride in creating safe and inclusive processes and we support the recruitment, retention, and evolution of all employees irrespective of gender, colour, race, ethnicity, religion, sexual orientation, disability, veteran or marital status, background or walk in life.