Service Delivery Manager

We are seeking a proactive and results-oriented Service Delivery Manager to oversee the Service Value Stream and ensure the delivery of high-quality services to our clients. The Service Delivery Manager will play a pivotal role in designing service flows, conducting trials and POCs, monitoring service performance, driving continuous improvement initiatives, and managing business process management (BPM) activities across departments. This position requires strong collaboration skills, technical acumen, and a customer-centric mindset.

A few things about ORFIUM

Orfium is the global technology leader solving the entertainment industry’s biggest challenges around digital music and broadcast rights management, cue sheets, data, and reporting.

We’re transforming the entertainment ecosystem with industry-leading software and music reporting solutions so that whenever music is played in the world, Orfium is working behind the scenes to support its customers to track it, deliver the data, and help creators, rights holders, and media companies report and monetize the usage.

Orfium works with some of the largest music and entertainment companies in the world including Warner Music Group, Sony Music Entertainment, Sony Music Publishing, Warner Chappell Music Publishing, Universal Music Publishing Group, Ingrooves, Red Bull, and many more! Our team of 700+ operates from locations including LA, London, Dublin, Tokyo and Athens.

We’re music lovers, developers, data scientists and designers - all working together to improve the entertainment industry for everyone. Our people are passionate, dedicated and constantly innovating. We’re committed to creating a fair and transparent working environment where everyone can thrive and be themselves.

We are looking for talented people to join our team who are passionate about making a difference!

Requirements

Requirements

Duties/Responsibilities:

• Oversee the Service Value Stream:
• Take ownership of the end-to-end service delivery process, from design to implementation and optimization.
• Collaborate with the Integration team to design service flows, conduct trials, and develop proof of concepts (POCs) to meet client requirements.
• Monitor Service Performance:
• Establish and track key performance indicators (KPIs) to measure service performance against specified goals and metrics.
• Regularly analyze service performance data to identify trends, issues, and opportunities for improvement.
• Continuous Improvement:
• Continuously identify areas of improvement within the service value stream.
• Lead internal initiatives to restructure processes, workflows, and procedures to enhance service delivery efficiency and effectiveness.
• Foster a culture of innovation and collaboration across departments to drive horizontal improvements.
• Business Process Management (BPM):
• Manage business process management activities to streamline workflows and optimize business processes.
• Identify opportunities for process automation, standardization, and optimization to improve overall operational efficiency.
• Collaborate with stakeholders to document, analyze, and redesign business processes to align with organizational objectives.
• Communication and Collaboration:
• Collaborate with the Revenue Operations team to increase efficiency and service quality
• Collaborate with the Accounts team to provide a high level of customer service/experience.
• Liaise with Product Owners/Managers to communicate service needs and requirements for productization.
• Collaborate with the Integration team to request technical projects related to service enhancements or developments.
• Effectively communicate internal service needs and challenges to upper management, advocating for necessary resources and support.

Qualifications:

• Bachelor's degree in Business Administration, Engineering, or related field; Master's degree preferred.
• Proven experience in service delivery management, with a focus on designing and optimizing service flows. (BPM)
• Strong understanding of service management principles, methodologies, and best practices.
• Experience in monitoring service performance using relevant metrics and KPIs.
• Excellent communication and collaboration skills, with the ability to engage with stakeholders at all levels.
• Strong problem-solving skills and a proactive approach to identifying and addressing areas of improvement.
• Technical background or familiarity with integration processes is a plus.

Benefits

You'll get to work into one of the up-and-coming tech companies in the Music Industry.

Hybrid work model

Competitive salary & Stock Options plan.

Private Health & Life Insurance.

Extra Days Off.

Latest tech equipment.

ORFIUM is proud to be an equal opportunity workplace. We are committed to equal employment opportunities without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status, or any other local legally protected characteristic.