Service Assurance Manager (m/f/d)

  • ICE GmbH Jobportal
  • Published: 2021-11-23
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What is ICE?

ICE is the result of a big vision for the music industry. We sit at the exciting junction between technology, data and digital music consumption, addressing many of the industry’s biggest challenges. Based in the UK, Germany and Sweden, with a multi-national team of 250+ committed colleagues we are purpose-driven in our mission to enable accurate, transparent & fair compensation for songwriters and publishers on an international basis. We achieve this through our music licensing, processing and copyright services.

Our  team negotiates deals with digital music services such as YouTube, Facebook, TikTok and many other services who rely on & benefit from music in their services; innovatively address the data challenges involved in analysing epic volumes of global usage data to match written songs to recordings and calculate royalties based on terms from licensing deals and consolidate complex song ownership data from multiple sources to provide the industry’s most authoritative rights picture, underpinning accurate songwriter payments from a wide range of sources, this work has seen us distribute more than €1bn in digital royalties to our customers since 2016.

At ICE we are guided in our working culture by our values, and a firm commitment to Diversity & Inclusion. Working at ICE means demonstrating Respect for everyone by understanding and celebrating our differences, embracing the Creativity that comes from different perspectives and achieving Excellence by bringing out the best in people who can bring their whole selves to work. 
We work together, collaboratively, with equal participation and inclusion to do the best for our colleagues and customers.

Service Assurance Manager
The role  will be accountable for ensuring all processes completed across distribution supporting services to all ICE customers, meet agreed standards and promote the highest level of quality.
You will also co-ordinate & ensure timely & in scope delivery of quality assurance development initiatives.
You will be responsible for ensuring all operational processes are reviewed to ensure they are cost efficient, following best practice guidelines, fully documented, and streamlined to improve & develop service whilst ensuring risks are mitigated.
You will be accountable for actively reviewing the quality and output of teams within ICE and assuring the quality of services whether that be the internal matching service or that of a supplier.
You will support the Head of Service Assurance to ensure best practice methods and systems are used with a focus on risk avoidance, total quality management and benefit realisation.
You  will take a proactive lead in establishing KPIs against all services (existing and developing) ensuring customer expectations can be delivered.
You will support the introduction of & sustain an ISO 6001 compliant Quality Management System and ISO 20000 Service Management supporting processes. Ensuring a lasting and generative Assurance culture is achieved through a collaborative partnering relationship.
You will be one of 3-4 Service Assurance Manager roles who will take ownership of specific areas of E2E processes. The areas of responsibilities will be rotated on a 6 monthly period and combined with shared secondary duties to ensure full multiskilling, knowledge risk management and development opportunities.

You are responsible for:

  • Conduct continuous improvement assessments of current state operating models, processes and practices. Ensure capture of all existing processes and measurements.
  • Act as an internal lead point and SME on Assurance and quality based audit activity. Developing plans and activity to ensure audit completion and continual improvement on any audit findings.
  • Co-ordinate & ensure timely delivery of Quality development initiatives.
  • Accountable for accuracy & transparency of ICE assurance journey metrics (reporting through from licensing to distribution)
  • Accountable for quality measurement , conducting trend analysis and proactively taking steps to improve quality.
  • Accountable for completion of benefits and impact scenario assessments using modern analysis tools.
  • Take a planned and measured approach to contributing to improve organisational culture and effectiveness.
  • Responsible for detailed planning of multiple end to end streams of work, reporting and tracking progress.
  • Ensures completion of risk assessment of current and proposed solutions. Proactively influence others to take steps to introduce process capture and redesign assessment as BAU.
  • Support research and provide introduction plans for new ways of working as appropriate.
  • Contribute to the operations data quality and operational assurance strategy.
  • Actively identify risks to quality and promote solutions
  • Proactively provides updates & findings to Head of Assurance to equip them with accurate & meaningful data and insights to support the wider Assurance strategy

Minimum Requirements:

  • Excellent questioning and analytical skills
  • Experience of Visio, advanced Excel Power-tools is advantageous
  • Effective people and delegation management skills
  • Project & stakeholder management experience
  • Exposure of change management
  • Strong demonstrable experience of identifying reengineering opportunities and creation of realistic robust implementation plans.
  • Exposure to managing benefit realisation.
  • Experience of implementing quantifiable improvements to service provisions and deliverables.
  • Experience of using predictive modelling tools and methodologies would be advantageous (but not essential)
  • Experience in fast paced project management / aware of
    Agile methodologies advantageous

We offer You:

  • A modern working space in an international environment
  • Free drinks (e.g. Coffee, Tea)
  • Free fruit on a regular basis
  • Flexible working times, Monday to Friday

Application Requirements:

In order for us to consider your application, we ask you to submit the following:
  • Your current CV
If your experience and capabilities match our required qualifications outlined above, we are very much looking forward to your application (only online). Please include your earliest available starting date.