Service Operations Manager (m/f/d)

  • Published: 2023-01-06
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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.

You are responsible for:

  • Support the Customer Experience and Online Operations teams in the professional delivery of high-quality services.
  • Collating, analysing, comparing and checking of detailed numeric data.
  • Providing support and input directly into the Online End to End process to enable ICE’s performance against customer contracts and SLAs.
  • Identifying opportunities for continuous improvement of procedures
  • Attend regular departmental meetings to report progress, discuss, prioritise and resolve any outstanding issues and update internally.
  • Undertaking ad-hoc general administration duties, data gathering, and data entry as required.
  • Providing administrative support for the company systems
  • Identifying potential problems that could affect customers and assisting in the prevention of these where possible.
  • Communicating and representing customers’ needs and priorities inside the ICE organisation

    Primary Focus: Provide administrative and operational support to the Customer Experience and Online Operations departments to ensure the smooth running of services to ICE’s customers.

Minimum Requirements:

  • Strong analytical and problem-solving skills with excellent attention to detail.
  • Expert Microsoft Office 365 user.
  • Experience of working in a high pressure environment with tight deadlines, managing multiple work streams concurrently.
  • Experience of or similar workflow tool.
  • Highly numerate and organised with excellent attention to detail.
  • A high level of technical proficiency and aptitude with computer software, including an excellent understanding of all Microsoft Office programs.
  • Ability to manage commercially sensitive and confidential information with total discretion, tact and diplomacy.
  • Ability to work in a fast-paced, complex, and rapidly growing/changing work. environment; proven organization and prioritization skills.
  • Ability to handle high workloads and fast turnarounds.
  • Act corporately and work effectively across organisational boundaries and build effective liaisons that deliver high standards, collaborative working and integrated solutions.
  • Able to work easily on own initiative but also in close conjunction with key individuals across different teams.
  • Intellectual flexibility, able to grasp complex issues and data patterns quickly.
  • The ability to absorb and analyze significant amounts of information and then tailor the means of delivery, the language and format for a wide mix of audiences.
  • Imagination, flair, tenacity, flexibility & innovation.
  • Promote and support innovative thinking and a flexible way to solving problems.
  • Consider opportunities which will add value to the business and meet organisational goals.
  • A background working with complex data/analytics is desirable but not necessary.

We offer You:

  • Diverse, international work environment
  • Home Office working opportunities 
  • Training, industry insider events and team socials
  • Intensive instruction, long term trainings and workshops within our teams
  • Flexible working times, Monday to Friday
  • Multiple mental health and physical health initiatives
  • Private pension scheme

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.

We welcome candidates from all backgrounds, regardless of age, disability, gender, gender identity, gender expression, race, religion or belief, sexual orientation, socioeconomic background, and any other protected characteristic. 
We are committed to making all stages of our recruitment process accessible to candidates with disabilities. Please speak to our recruitment team and we will work with you to make reasonable adjustments to ensure you can perform at your best throughout your application