Company Overview:

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Encompass Digital Media (‘Encompass’) is a global managed services company focused on supporting TV networks, broadcasters, sports leagues and digital platforms with the delivery of their linear/nonlinear video and audio content across television, radio and digital platforms. We design, implement and operate reliable video and audio solutions that capture, process and deliver clients’ content from any source, in any format, to any destination in the most efficient and reliable way possible. Our global connectivity, scalable technology infrastructure and strategic partnerships create a single, synchronized content delivery environment. Using our Altitude Media Cloud Platform, we host a full suite of digital products, including Playout, Over the Top (OTT) streaming, Video on Demand (VOD) processing, Storage and IP distribution, to enable a seamless user experience for many of the globes biggest Media and Entertainment organizations. Daily, we service 1,200+ channels; capture, process and deliver 31,000+ hours of TV/OTT; stream 6,300 hours of TVE/OTT content; and acquire/distribute 275+ live events for our clients worldwide. Headquartered in Atlanta, GA, Encompass operates multiple broadcast facilities across four continents including facilities located in Argentina, Ascension Island, Latvia, Oman, Singapore, United Kingdom and United States of America.

Summary of Role:

The role of the Broadcast Services business unit is to deliver an unsurpassed service to its clients. This position is within the Fixed Services Master Control Room (FSMCR) which is currently undergoing an exciting expansion. The department manages playout, distribution and transmission of high-profile linear radio, TV, and OTT streaming services for Encompass clients, many of whom are household names.

The ‘MCR Specialist, Service Delivery’ is a new role supporting the MCR team with the specialist aspects of service delivery, primarily focussed on the management and oversight of IP and satellite distribution for the BBC. This is an operationally hands-on, technically focussed role with an emphasis on customer relationship and incident management.

The role acts as primary departmental contact in all aspects of service and supplier management, with a key role in incident management and post incident review and reporting. The role is a customer advocate, and functions as the conduit between account management, support engineering, operations teams, and the customer. You will also work closely with other internal stakeholders, including change and project managers, and teams based at other EDM facilities, to ensure Encompass is delivering an outstanding technical service for its customers.

In all matters the role is the customer representative within the MCR and deputises for the MCR Specialist Manager when they are out of the business.

This is a shift-based position within the state-of-the-art facility in Chiswick, London, working 12-hour dayshifts, including weekends, with a potential requirement to cover ‘on-call’ overnight.

Hours of work may occasionally need to be adjusted in relation to changing operational requirements, so some flexibility is required.

Job Purpose

Key Technical Result Areas:

• Act as the technical authority in the Fixed Services MCR, providing support to the service desk including the potential requirement to provide out-of-hours assistance when ‘on-call’ for urgent matters.
• Overseeing the technical aspects of MCR services, ensuring that customer content and network operations are delivered within specification and in line with Service Level Agreements.
• Raising tickets with Engineering or third-party vendors and tracking progress until fault resolution.
• Maintain a close working relationship with teams based at other Encompass facilities, primarily in Singapore, to ensure that MCR processes, technical elements, and service delivery approaches are closely aligned.
• Manage the impact of planned change on Encompass broadcast operations, working closely with change enablers, ensuring that key stakeholders are aware of notified planned changes and key mitigations are in place.
• Own the problem management function in MCR, ensuring that recurring faults are followed up with Engineering and progressed with system manufacturers.
• Ensure MCR technical documentation is up to date, identifying gaps in documentation and working with the MCR Specialist Manager to produce or update documentation & drawings where required.
• Working closely with the Head of MCR to identify trends in outages or operational failures. Identify opportunities for continuous improvement within the MCR, regularly feeding into the MCR continuous improvement plan.

Key Service Delivery Result Areas:

• Ensure MCR operations teams are fully conversant with the delivery requirements and service management expectations of key customer contracts.
• Managing client relationships, understanding their needs and ensuring customer satisfaction.
• Managing third-party vendors and carrying out performance monitoring and regular service reviews.
• Knowledge of service level agreements (SLAs) and ensuring compliance with these agreements to maintain high service quality.
• Produce monthly reports with detailed analysis of service availability at a granular lever to share with customers.
• Working on a global scale with Encompass operated sites and external providers around the world.
• Responding to service failures, engaging internal teams, managing incidents, post incident investigations, reporting and recommendations.
• Trend and root cause analysis, identifying ongoing faults affecting Fixed Services and driving resolution. Identifying process gaps, monitoring support tickets and spotting/trapping developing problems. Scrutinising planned engineering works (PEWs) and intervening where necessary to prevent potential incidents.
• Carrying out regular service reviews and Service Delivery Management function for key customers, primarily the BBC.

Role Specific Skills Required:

• Deep understanding of service delivery management with exceptional customer service, collaboration and relationship building skills.
• Excellent communication skills for managing expectations and providing regular updates to clients, stakeholders and senior management.
• Complete knowledge of incident management processes including identification, escalation, resolution and root cause analysis.
• Skilled in managing relationships with technology vendors, content providers and other third-party services critical to broadcasting operations.
• Experience of customer relationship management (CRM) systems, knowledge base and ticketing software such as Jira, Confluence and Pikolo iTracker.
• Understanding of broadcast systems, signal flow, transmission standards and equipment used in television and radio broadcasting.
• Experience with IT systems specific to broadcasting including encoding/decoding, transport stream analysis, IP delivery (Zixi Zen) and fiber connectivity.
• Experience with satellite broadcasting including uplink/downlink, spectrum analysis and carrier monitoring.
• Expertise in quickly diagnosing and resolving technical failures, particularly during live broadcasts or critical operations, to minimise service disruptions.
• Well organised, proactive, flexible and able to effectively manage own time, prioritise a conflicting workload, and work well under pressure.

Desirable Qualifications and Experience

• At least 2 years’ experience working in a Master Control Room, Network Operations Centre, or similar Broadcast Operations role involving signal routing and distribution.
• Experience working in a customer facing role with strong service delivery management expertise
• Experience managing planned change and working with change enablement
• Able to demonstrate end-to-end knowledge of broadcast workflows and the distribution of content via satellite, IP, fibre & cloud
• Experience working closely with suppliers and partners to deliver mission-critical services with high availability