Director Client Services & Support - 12 Month FTC

Is this the role for you?

Paramount is comprised of many of the world’s most iconic consumer brands. Its portfolio includes Network 10, Channel 5, Telefe, Paramount International Studios, Nickelodeon, MTV, Comedy Central, BET, Paramount Network and Pluto TV among others. In addition to offering innovative streaming services and digital video products, Paramount provides powerful capabilities in production, distribution and advertising solutions for partners on five continents and across more than 180 countries.

The Director will provide clear analytics of Paramount’s service data, working within the data integrity team to build exception reporting initiatives to ensure accurate record keeping by service teams whilst ensuring ServiceNow, AD, SCCM, JAMF remain accurate and aligned to central records. They will also transform Paramount’s long range tech plans into executable projects aligning to the Production and Client Services eco system.

What will you be doing?

• Mobilise the International Client Services team, establishing actionable plans, projects and objectives required to accomplish business departmental goals.
• Serve as an IT change champion supporting the business through business transitions and local initiatives.
• Proactively mentor and train the team to continually improve services and support.
• Accountable for decision making regarding the International Client Services organisation, establishing structure, strengthening processes, and defining and ensuring high quality standards.
• Participate in budget planning and be accountable for running the established budget, including reallocating Funding as priorities shift.
• Responsible for performance management, including preparing and delivering performance reviews and any disciplinary recommendations.
• Partners with and integrates across other areas of Paramount, resolving conflicts and managing competing priorities, to provide complete solutions.
• Mastermind creative ways to deliver a first class client experience and actively measure levels of satisfaction.
• Deputise for the head of International Client Services in their absence.
• Continually strive to improve and enhance remote working ensuring service efficiency is maximised both in and out of the office.
• Evangelise and oversee the implementation of global client service protocols within the international territories.
• Resolve complex client problems through improved process and design.
• Establish and maintain service and project reporting metrics while finding innovative ways of measuring client usage, satisfaction, and adoption of key services.
• Provide effective line management to staff and embrace open and inclusive discussion in team settings.
• Integrate within local and global projects to ensure the end state is suitable for international use.
• Creatively develop and set tactical direction for the team.
• Develops organizational and resource optimization strategies.
• Thoughtfully resolves client issues, including opposing demands, sensitive situations, and conflicts with other groups.
• Continually improves work procedures and processes, while aligning with global standards.
• Quickly establishes a strong rapport and trust with business partners to identify needs and develop scalable technology solutions which address their needs.
• Balances and negotiates the needs of multiple users and communicates the business advantages of various technical solutions.
• Forms productive networks with internal and external business partners.
• Seen by business partners and Paramount Global Tech colleagues as a key resource to advance problems and to receive guidance and complete solutions.
• Communicate clearly and concisely with all levels of Paramount Global.
• Lead multiple projects either directly or through team members. This typically includes:

• Developing or ensuring the development of accurate and thorough forecasts
• Establishing plans that prioritize initiatives, based on an understanding of business requirements
• Ensuring resources and organization structure are in place and operating effectively.
• Anticipating conflicting needs, including interdependencies with other initiatives, and proactively resolves them.
• Integrating resources effectively, including resources under direct control, or controlled by contractors, vendors, etc.
• Ensuring that projects are on time, on budget and meet the needs of the business.

• Works autonomously to implement and achieve objectives only seeking guidance when strategies shift or need to be clarified.
• Delegates work and monitors work quality for particularly complex or sensitive tasks.
• Possesses solid understanding of the Paramount Global business areas supported including their functional processes, business objectives and organizational dynamics.
• Maintains a general awareness of the competitive landscape.
• Maintains an awareness of best practices in the technology industry and implements as appropriate.

What are we looking for?

• Broad expertise in end user services technology and support, with the ability to identify and demonstrate technical expertise in different specialized fields.
• Working knowledge of Windows and Mac platforms and support.
• Working knowledge of Apple iOS and Android OS mobile platforms, including MDM.
• Working knowledge of ServiceNow and ITSM, covering operations and reporting/analytics.
• Certifications within ITIL or Agile frameworks are highly desirable.

• Typical candidate will possess many years of relevant experience and a relevant advanced qualification

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Paramount Global (NASDAQ: PARA, PARAA) is a leading global media and entertainment company that creates premium content and experiences for audiences worldwide. Driven by iconic studios, networks and streaming services, Paramount's portfolio of consumer brands includes CBS, Showtime Networks, Paramount Pictures, Nickelodeon, MTV, Comedy Central, BET, Paramount+, Pluto TV and Simon & Schuster, among others. Paramount delivers the largest share of the U.S. television audience and boasts one of the industry's most important and extensive libraries of TV and film titles. In addition to offering innovative streaming services and digital video products, the company provides powerful capabilities in production, distribution and advertising solutions.

 Paramount is an equal opportunity employer (EOE) including disability/vet.

At Paramount, the spirit of inclusion feeds into everything that we do, on-screen and off. From the programming and movies we create to employee benefits/programs and social impact outreach initiatives, we believe that opportunity, access, resources and rewards should be available to and for the benefit of all. Paramount is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, and Veteran status.

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