Service Delivery Owner

Global Sports Jobs Limited; Los Angeles (CA); On-site; USD 128,943,000 - 146,136,000; Full time

Benefits offered by this job

Discretionary bonus

Medical insurance coverage (80–100%)

Paid vacation and holidays

401K plan

Commuter benefits

Job summary

Creative Artists Agency (CAA) in Los Angeles seeks a seasoned Service Delivery professional to lead end-user support, coordinate cross-functional teams, and ensure service performance for executive staff. The role reports to the Service Delivery Manager and emphasizes front-line client interaction and strategic process improvement.

The position requires strong communication, the ability to influence and train staff, and a hands-on approach to managing incidents for a high-velocity, on-site

Qualifications

• 3+ years leading projects or teams through influence.
• 5+ years service delivery experience.
• Experience in service delivery support for SaaS/Cloud-based services.
• Strong written and verbal communication and customer service mindset.
• Ability to train and mentor junior staff.
• Advanced proficiency with Windows 10 & 11 and macOS.

Responsibilities

• Oversee end-user support processes and supervise service delivery for assigned departments.
• Monitor KPIs and ensure SLAs are met and users are satisfied.
• Collaborate with senior technical resources for problem resolution and feature development.
• Prioritize and assign tickets to junior staff based on urgency and impact.
• Provide third-line support and incident management guidance.
• Communicate service performance updates and significant issues to stakeholders.
• Collaborate with Information Risk Management to address cybersecurity incidents.
• Provide hands-on support to C-suite and department heads.
• Participate in leadership planning and drive service improvement initiatives.
• Develop training materials and mentor junior staff.

Skills

Project leadership

Service delivery

SaaS/Cloud delivery

Communication skills

Customer service mindset

Team collaboration

Autonomy

Problem solving

Windows/macOS proficiency

Tools

ITIL Foundation

Microsoft certifications

Job description

About the Role

The Tech department operates in an ever-changing, very dynamic environment and prides itself on being at the forefront of technology in every aspect. The role holder interfaces directly with clients and other Tech staff, directs the efforts of matrixed team members, and leads by example and influence. The position reports directly to the Service Delivery Manager and has no direct reports. It is critical to the team as the lifeline of support for customers, including senior-level staff up to the C-suite.

Key Responsibilities

• Oversee all processes related to the identification, prioritisation and resolution of end-user support requests, including the monitoring, tracking, coordination and supervision of all service delivery functions for assigned departments.
• Monitor defined KPIs and implement action plans when metrics fall below agreed targets, ensuring support teams are capable of meeting SLAs and end-users are satisfied.
• Partner with senior technical resources within CAAtech on problem resolution and new feature creation, and research, propose and implement approved solutions to resolve longer-term technical issues.
• Prioritise and assign tickets to junior staff based on severity and urgency, drawing on knowledge and insight into the business priorities of the assigned departments.
• Provide third-line support for junior staff to manage the incident management response.
• Determine and execute the appropriate strategy to keep assigned departments informed of service performance issues and significant issues.
• Partner with the Information Risk Management team to identify and address cyber security incidents in real time and implement preventive measures and process improvements.
• Provide a concierge level of hands-on support to C-suite and department heads.
• Participate in the Service Delivery West Leadership Team in planning, strategy and change discussions, collaborate on the development of new processes and procedures for the desktop support function, and lead the development of service improvement initiatives.
• Promote business knowledge to junior staff of CAAtech processes, roles and procedures, and develop new training materials and provide appropriate training and support to lower-level support staff.

Required Experience & Qualifications

• 3+ years leading projects and/or leading others through influence.
• 5+ years service delivery experience.
• Experience in service delivery support for SaaS/Cloud-based services through standards and policies.
• Strong written and verbal communication skills and a strong customer service mindset.
• Strong interpersonal and communication abilities, with the ability to communicate and present professionally.
• Great team player, fast learner and self-starter, able to work well on their own and in a team.
• Ability to work well under pressure and prioritise multiple tasks.
• Experience operating with a high level of autonomy and the ability to meet deadlines through others.
• Ability to work effectively with a team and/or work group, including those outside the formal span of control, to resolve issues and fulfil end-user requests.
• Analytical thinker able to develop multiple courses of action and evaluate them to choose the best solution to drive problem resolution and process/policy improvement.
• Aptitude for problem-solving and critical thinking.
• Customer service orientation and the ability to build strong relationships with key stakeholders.
• Ability to influence others and drive systems and processes across the team.
• Ability to train and mentor lower-level support staff.
• Advanced proficiency with Windows 10 & 11 and macOS.

Preferred Skills

• A+, Network+ and/or Microsoft product-related certifications.
• ITIL Foundation, Microsoft or other IT certifications.

Workplace

• On-site role based in the Los Angeles office, requiring five days onsite per week.
• Business professional attire is required daily.
• Service-oriented, collaborative environment where colleagues help each other and then focus on their own work.

Salary

• Los Angeles, CA: $45.00–$51.00 per hour (annual base salary range).

Benefits & Perks

• Eligible for benefits and a discretionary bonus.
• Company pays 80%–100% of the cost of medical, basic life and AD&D insurance, telemedicine, and employee assistance and mental health counselling in person, virtually or through text.
• Paid vacation and holidays, paid sick time, paid parental leave and other paid leaves of absence, NICU leave, bereavement resources, adoption benefits, educational assistance, mental health resources and an employee assistance plan.
• Voluntary benefits available, including dental and vision insurance, a 401K plan, flexible spending accounts (health care and dependent care), a health savings account, and voluntary life and AD&D insurance.
• Commuter benefits.
• Other statutory mandated benefits.

About the Company

Creative Artists Agency (CAA) is the leading entertainment and sports agency, with global expertise in filmed and live entertainment, digital media, publishing, sponsorship sales and endorsements, media finance, consumer investing, fashion, trademark licensing and philanthropy. Founded in 1975, CAA is headquartered in Los Angeles and has offices in New York, Nashville, Memphis, Chicago, Miami, London, Munich, Geneva, Stockholm, Shanghai and Beijing, among other locations globally.