Head of Service Transition

7 months ago

London, United Kingdom ICE International Copyright Enterprise Germany GmbH Full time

**ICE and its Role in the Music Industry**:
ICE is a purpose-driven organisation, founded by rightsholders, for rightsholders.
We exist to support songwriters, enabling societies and publishers to accurately compensate them when their work is used internationally.
We operate at the exciting intersection of technology, music, and data. Since our 2010 launch, we have paid billions to rightsholders through deep expertise in Copyright, Processing and Licensing.
Our collaboration with stakeholders across the industry delivers best practice, new processes & innovative solutions for better royalty flows.
Strategic investment in technology enables us to process trillions of streams, to deliver the maximum revenue for rightsholders.

**About the Role**:
Reporting to the Director of Customer Experience and Transformation, this position will be responsible for creating, leading & optimising new customer services (both ICE Copyright & Online) prior to them being rolled out to other Operational departments. They will work closely with the Customer Experience team, Service Assurance team and both Copyright & Online Operations teams.

These new services will generally be the result of existing customer contract extensions.
The role will work closely with the Head of Customer Experience & Transformation to ensure adherence to existing customer contracts. The role will be responsible for ensuring an optimum level of service is reached during this incubation period prior to it being handed over to the appropriate team as BAU. A combination of expert industry knowledge, process/planning skills, customer experience, contract management and best practice methodologies will be required.

This role will also be a key support for the implementation of Cube (particularly Counterclaims) providing direct copyright assistance to customers post go-live. In addition to having expert knowledge of Copyright a combination of strong project management, transformation and process skills are required as well as developing relationships with other departments to ensure effective overall delivery and excellent customer relationship skills.

This role will manage a team of 5-10 staff.

**Key Responsibilities**:

- Work closely with Copyright Operations and Cube Project team to identify issues with current system (namely Counterclaims).
- Communicate with CMO and Publisher customers/SMEs to support with Cube training & issues both pre and post implementation
- Work with Customer Solutions and the Assurance teams to enhance their knowledge of Copyright queries
- Support Customer Solutions to investigate customer queries, problems and complaints that are of a technical and non-isolated nature and capture and track solutions and implementation (with strong focus on Copyright)
- Liaise with various internal departments to forecast and plan critical customer deliverables using a workflow tool
- Embed optimised customer services and process working with the customers and other teams to transition from POC to BAU.
- Project manage the various internal and external activities required to deliver solutions
- Monitor progress of projects and provide reporting of projects that require oversight and processes to implement.
- Be accountable for creating and supporting process mapping to support new procedures
- Compile a concise monthly summary on key customer deliverables and optmisation activities affecting the underlying service provision with tracking, ownership, deadline and benefits realisation being fully tracked.
- Work with Director of Customer Experience & Transformation to create series of internal KPIs to be used to measure success
- Liaise with other Project teams to ensure Customers’ requirements are being addressed and existing BAU can continue effectively as well as ensuring necessary transitional work is planned, owned and delivered.

**Requirements and Qualifications**:

- At least 5 years’ experience in senior and complex customer contract/negotiations and service roles, particularly requiring cooperation and communication between internal teams & customers
- Solid knowledge and understanding of business process re-engineering and customer/service transformation.
- Expert knowledge of ICE Copyright including Counterclaims
- Highly experienced in liaising with CMOs and Publishers, with particular focus on solving Copyright queries
- Experience of Joint Ventures
- High level understanding of CUBE project
- People management experience.
- Analytical skills with a collaborative and results-oriented mindset and approach
- Ability to understand complicated issues and make sense of these for others
- Problem solving and able to handle stress well
- Excellent written, verbal and presentation communication skills
- Extensive Project Management & planning experience
- Budgeting, cost tracking & estimating experience
- Ability to communicate to Stakeholders at all levels
- Management and escalation of risk & issues

**What we offer**:

- Competiti

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