About Us: KIT digital (NASDAQ: KITD) is a premium provider of end-to-end video technology and services. The KIT Platform, the company’s cloud-based solution, helps media & entertainment, network operator and non-media enterprise clients to produce, manage and deliver multi-screen social video experiences to audiences wherever they are. KIT digital services more than 2,200 clients in over 50 countries, including some of the world’s biggest brands, such as Airbus, The Associated Press, BBC, Best Buy, Bristol-Myers Squibb, Disney-ABC, FedEx, GM, Google, HP, MTV, News Corp, Telecom Argentina, Telefonica, Universal Studios, Verizon, Vodafone and Volkswagen. With its executive offices in New York and operational headquarters in Prague, KIT digital maintains other principal offices in Atlanta, San Diego, Beijing, Boston, Cairo, Chennai, Cologne, Dubai, Ely (U.K.), Hong Kong, London, Madrid, Melbourne (Australia), Paris, San Francisco, Singapore and Stockholm.
The Role:
Our SDMs are professional technical services managers responsible for co-coordinating the delivery of one or more services into key clients. The SDM plays a vital role in creating long-term healthy Kit Digital client relationships and act as the bridge between the client and our operational delivery teams.
The key responsibility of the SDM is governance across all areas of their services including financial management, risk management, service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational delivery.
Key Responsibilities:
Building a personal relationship with key client staff
Successful service delivery - SLA achievement and high level of customer satisfaction
Financial performance of services
Good communication around issues and opportunities – get things done, make things happen
Collaborating with Kit Digital management on client account defence and growth
Ensuring operations teams are aware of changes and are prepared
New business – proposals, pricing, pitches
Service reporting and sponsoring service delivery meetings
Pulling in additional resources when needed e.g. specialist teams or people for specific issues / opportunities
Removing all obstacles to customer satisfaction and / or financial performance
Communicating across organizational boundaries – from engineers through to senior managers
May have 3rd party management responsibilities
Looking out for client’s and Kit Digitals long-term interests
Following up if service delivery is not meeting expectations
Financial management - invoicing, maintaining profitability
Working with the client and operations teams to identify and manage service improvement activities
Along with Operations Managers and Technical Leads, accountable for and contribute to the overall performance of Kit Digitals managed services division
Attributes and Competencies:
Highly organized with a thoughtful, methodical approach but without being handcuffed by process and unduly slow and bureaucratic
Very good understanding of internet delivery technologies.
Has a love of service delivery and a total customer focus
Has a genuine interest in technology and a good understanding of internet technologies and applications
Quick to pick up new skills and not afraid to innovate and take measured risks
Excellent communication skills – written and spoken
Happy to pick up the phone and have hard conversations e.g. commercial and service disputes
Someone who “gets things done” and is responsive and quick to get on the case and appraise a situation but is pragmatic and sensible at the same time and can see big picture during a crisis
Motivated by the thought of providing world-class services and wants to be part of world-class organisation and help create and maintain a world-class environment
Good at working with and through people – likes building relationships
Willing and able to work very hard and understand that services are 24x7 and there is a need to be available 24x7 through escalation paths
Possess a great attitude – flexible, can-do, responsive, friendly and personable and always prepared to go the extra mile
Able to take control but is not overly-hierarchical and takes responsibility for self & teams actions and results
Good facilitator and negotiator
Have managed services of individual value in excess of £500K per annum
Able to work productively and efficiently under pressure and have worked in a fast-paced environment
Qualifications and Training:
Minimum 10 years relevant work experience
Technical background ideally within internet solution delivery
Knowledge of the following – internet technologies, digital media, service management solutions, ITIL, VoD
BS or MS Degree
Travel Requirements:
Travel required in the Americas region up to 25%
WIIFM? (What’s In It For Me?)
Competitive pay
Medical / Dental / Vision / Life Insurance / 401K benefits
20 days PTO and 10 paid holidays per year
Fast paced, entrepreneurial environment with the security of a publically traded company
Massive growth opportunities
Respect for your ideas and recognition for a job well-done
International travel opportunities
Exposure to the latest cloud computing, video-on-demand, and web technologies
NOT working in a corner cube on legacy solutions that nobody will ever see
Kit digital is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status
KIT digital - 16 months ago
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