Head of Client

5 months ago

London, United Kingdom Technicolor Creative Studios Full time

Company Description

Technicolor Creative Studios is the division with Technicolor, which contains Technicolor’s world-leading Visual effects and Animation brands such as MPC, The Mill, and Mikros.

Technicolor’s brands have worked on the spectacular scenes and tiny details that make movies, advertising campaigns and Animation movies genuinely mind-blowing. We’re the people behind the effects in countless blockbuster films like The Lion King, The SpongeBob Movie: Sponge on the Run and advertising campaigns for clients such as Samsung, Audi, Nike and Apple. We are continually looking for the best talent globally, enthusiastic people who come in every day to be a part of some of the industry’s best work.

**Job Description**:
RESPONSIBILITIES
- Lead, mentor, and manage a global support team.
- Oversee the management of incidents and service requests, ensuring they are appropriately categorized and escalated as necessary to Ensure that Service Level Agreements (SLAs) are consistently met.
- Serve as a point of contact for escalations and complaints from staff, ensuring prompt delivery of services and resolution of issues.
- Create and own the TCS Major Incident Management process, including documentation, training and communications.
- Identify trends in recurring incidents, providing metrics on occurrence rates and resource consumption. Facilitate root cause analysis and work with Product / Engineering teams to progress solutions that drive continuous service improvement.
- Monitor and report on service desk team performance metrics and develop strategies for improving these metrics and improving the customer experience.
- Continually evaluate and identify opportunities to drive process improvements that positively impact the customer's experience and operational efficiency.
- Encourage the creation and maintenance of a self-service knowledge base to ensure that customers and the wider service desk team have access to the necessary resources for effective support. Work with Product and Engineering teams to understand upcoming changes, be a change promoter and facilitate knowledge transfer to team members in advance of service go-lives.
- Maintain up-to-date documentation related to support processes and procedures.
- Escalate support queries internally and externally to suppliers when necessary, ensuring timely resolution within agreed timescales.
- Proactively explore future technologies to support the business objectives.

**Qualifications**:

- Bachelor’s degree in business administration, Information Technology, or a related field is ideal.
- Previous experience in a supervisory or team lead role within an IT support environment.
- Desired qualifications in ITIL V3 / V4 specifically ITIL Foundation and Service Operation. AWS DevOps or Service Operations certification would be advantageous.
- Strong team leadership skills, including coaching, motivating, and developing global team members.
- Familiarity with service desk software and other customer support tools and systems, as well as a basic understanding of software development processes.
- Experience configuring and using JIRA / Service Now software.
- Exceptional verbal and written communication skills. Ability to communicate effectively with both technical and non-technical stakeholders at all levels of the organisation as well as client technical and management teams.
- Strong problem-solving skills, with a focus on pragmatic and effective solutions.
- Strong knowledge of IT support processes, service management tools, and SLA management.
- Proven track record in driving continuous improvement and implementing best practices.
- Flexibility to work on business projects and tasks as required.

Additional Information

Please click here to review our privacy notices for job applicants.

**TECHNICOLOR IS AN EQUAL OPPORTUNITY EMPLOYER**
Technicolor complies and prohibits against discrimination on the basis of race, religion, creed, color, national origin, ancestry, medical condition (including genetic characteristics), mental and/or physical disability or handicap, marital status, sex, age, veteran status, citizenship status, sexual orientation, gender identity, political party preference, political belief, socioeconomic status, familial status, registered domestic partner status, military service, pregnancy, childbirth and related medical conditions and any other characteristic or activity protected by federal, state/provincial or local law.

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