Technical Operations Manager

Job Description
Technical Operations Manager
Position: Permanent
Business: Music Concierge Worldwide
Reporting to: Technical Director
Location: Hybrid, would ideally suit someone based in around Hertfordshire or surrounding counties
Salary range: £50k+ per annum, depending on experience
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About our agency
Music Concierge is a best-in-class global music agency specialising in enhancing brand identity through music. For over 15 years we have been responsible for the signature sounds of internationally renowned luxury brands including One&Only, Raffles and Harvey Nichols. We also curate music identities for design-led lifestyle hotels, luxury retail and automotive brands and wellness destinations.
Music changes how people think, lifts their mood and influences their behaviour. We sculpt soundscapes to create unique atmospheres, reinforce brand values and enhance customer experiences.
We are a growing team (60+ people), with offices in London, Dubai, Cape Town, Hong Kong, Shanghai, Singapore & Bangkok.
Kaleidovision uses music, digital video and interactive screens to capture customer engagement in retail and leisure spaces. Clients include high street retailers, leisure and health and fitness brands, including Hollywood Bowl, TGI Fridays, Puttstars, YHA & Paul Patisserie
Our sister agencies spans other creative and technical disciplines, with a particular focus on wellness.
Our technology platform
One common technology platform underpins each agency’s operation, comprising music and media players at customer locations, connected by a large-scale media distribution network. Sophisticated multi-layer content management systems control the playout of music tracks, video content, interactive applications or immersive combinations of all three.
Our entire technology platform is designed, developed, operated, supported and enhanced in-house. This enables us to be highly innovative in response to creative client project requirements or business opportunities.
About this role
We are looking to appoint a highly motivated Technical Operations Manage
r. This is a senior position within the agency, responsible for overseeing the smooth operation of our technology platform at our clients' sites globally.
Your primary goal will be to ensure operational excellence and optimal performance of our technical services. You will manage a team of remote technical support engineers across multiple continents, in addition to a small UK-based warehouse manufacturing team.
You will act as a key point of communication between the Technical Division and the Account Management department who liaise directly with existing clients.
You will oversee escalated technical issues and any critical incidents, coordinating the technical response, identifying the requirement for improvements and enhancements to our technology platform, processes or teams.
You will help manage the implementation of these improvements, coordinating with our development teams and technical project managers where required.
You will work closely with the Technical Director, Global Account Director and our SLT to ensure our technical delivery is as good as it can be.
Your skills & experience
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Experience managing a multi-site technical team
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Able to produce detailed reporting
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Ability to build and maintain strong relationships with customers and senior stakeholders
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Good technical knowledge across multiple domains, to ideally include Microsoft Active Directory, SCCM, ITSM Tools
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Good customer service skills
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Resource Management skills
Key responsibilities
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Providing technical expertise and leadership to our Technical Helpdesk Team, clients and suppliers
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Resourcing and allocation of work, maintaining a balanced utilisation of the resources, and identifying and filling any gaps in knowledge or technical capability of the team
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Directly interact with clients, technical teams and 3rd parties in order to co-ordinate rapid and effective response to major incidents.
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Ability to challenge technical experts in a reasoned and logical manner to explore all possible solutions to an incident.
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Performance management and appraisals to be conducted for the team; addressing and correcting any underperformance of the team;
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Ensure that security is treated as a priority. Report and act upon any security issues or breaches;
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Maintain a high degree of customer service for all support queries, adhering to all service management principles.
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Track, record and actively monitor a customer technical risk log across all Customer IT solutions in order to recommend service improvements and drive forward the best solution and service for the customer.
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Assist the team in troubleshooting and escalating any issues related to desk-side support, imaging or packaging.
What we offer in return
· Being part of an agency with a strong growth plan. We are at the top of our game and recognised as such at a global level.
· Good benefits inc. 22 days holiday, increasing by 1 day per year up to 27 days, group life insurance, access to 24-hour GP.
· We’re flexible about hybrid working – in the UK we have bases in Hertford and Shoreditch.
Contact
Fay Simmons via: #####
Please submit your CV with a covering letter detailing why you'd excel in this position.