Service Delivery Manager

1 week ago

London, United Kingdom Bauer Media Group Full time
Job Description

We are seeking an experienced Service Delivery Manager – Audio Systems Integration to oversee the successful delivery, performance, and management of system integrations between Bauer Audio’s CRM, sales, finance, and broadcast platforms.

The role focuses on ensuring the seamless system integration across multiple regions while maintaining scalability, service quality, and effective collaboration with third-party vendors and internal teams.


This is a critical role that involves managing cross-functional and cross-country integration projects, overseeing the entire service delivery process, and acting as the primary point of contact for integration performance and integration vendor management.


Key Responsibilities:


  • Act as the primary owner for all Bauer Audio integration-related matters.
  • Develop and manage the enterprise integration strategy between CRM, sales, finance, and broadcast systems.
  • Oversee the delivery and performance of integration services, ensuring all SLAs and KPIs are met.
  • Manage Collaborate with third-party integration vendors to ensure successful service delivery and integration solutions.
  • Collaborate with internal business and technical teams across different regions to facilitate smooth and scalable integration processes.
  • Lead incident management and act as the escalation point for any integration-related issues, ensuring timely resolution.
  • Monitor integration performance, gather feedback from users and stakeholders, and drive continuous improvements.
  • Prepare detailed reports on integration performance, incidents, and communicate any significant risks or challenges.
  • Ensure successful execution of integration changes related to sales systems replacement, finance system transformation and cloud migration projects.
  • Manage the budget, timeline, and resources for all integration-related projects.
  • Provide regular updates on integration performance to the Audio Technology Director
  • Collaborate with the Senior Integration Analyst, as well as business and technical stakeholders, to identify and implement process improvements
  • Lead the existing integration team to identify and remove blockers and implement process improvements to ensure key SLAs and deadlines are met.
  • Oversee both the line and functional management of the Senior Integration Analyst
  • Provide coverage for the Senior Integration Analyst during holiday periods, overseeing integration processes and managing data flows between all systems including EDI processes.


Challenges and Opportunities:


  • Leading complex integration efforts across multiple countries with diverse system requirements.
  • Ensuring alignment across sales, CRM, finance and broadcast systems within a remote, cross-functional team environment.
  • Managing integration vendor performance and service delivery to meet organisational expectations.


Candidate Profile and Cultural Fit


Must-Have Skills:

  • Proven experience in service delivery management or program management with a focus on system integrations.
  • Strong vendor management experience and familiarity with managing third-party service providers.
  • Expertise in CRM, sales systems, and finance system integrations.
  • Knowledge of broadcast systems would be a key advantage.
  • Demonstrated experience managing multi-system, cross-country integration projects.
  • Ability to work effectively in a remote, cross-cultural environment.


Desirable Experience:

  • Bachelor's or Master's Computer Science or Business
  • Experience in the media or audio industry
  • Experience integrating CRM or audio sales systems such as HubSpot, Aquira, or i2
  • Experience working on projects integrating CRM and sales systems with SAP S4 and SAP MDG using CPI as the middleware
  • Familiarity with Brix CRM
  • Experience working with businesses across European markets - TBC


Cultural Fit:

  • Collaborative and proactive leader who thrives in a remote, cross-functional environment.
  • Problem-solver with strong project management and communication skills.


Candidate Persona: We are looking for a highly strategic and operational leader who can balance day-to-day service delivery with long-term integration planning. The ideal candidate will have strong technical knowledge, excellent communication skills, and the ability to manage third-party vendors and cross-functional teams effectively.

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