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Director Client Services & Support

Date: 04-Oct-2022

Location: London, GB, NW1 8TT

Company: Paramount

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.

Is this role for you

 

The Director of Client Services collaborates with the head of International Client Services and will oversee the successful delivery of Client Services operations across Europe and Asia. The Director of Client Services will drive the successful execution of all Client Services work in support of Special Events on the Paramount Lot International Businesses including support staff daily operations, Tentpole and corporate events, and driving continual improvement through strategic enterprise initiatives, both directed and self-initiated.

 

What will you be doing?

 

  • Transforms Paramount Tech Long range plans into executable projects and goals on behalf of the Client Services organisation.
  • Mobilizes the Client Services team, establishing practical plans, projects and objectives required to accomplish departmental goals.
  • Serve as an IT change champion supporting the business through a transition to hybrid working.
  • Proactively mentors and trains the team to continually improve services and support.
  • Accountable for decision making regarding the Client Services organization, establishing structure, strengthening processes, and defining and ensuring high quality standards.
  • Participates in budget planning and is accountable for managing to 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.
  • Hard worker creative ways to deliver an exceptional 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.
  • Evangelize 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.

 

Additional responsibilities

 

  • Creatively develops and sets tactical direction for the team.
  • Develops interpersonal and resource optimization strategies.
  • Thoughtfully resolves client issues, including challenging 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 Tech colleagues as a key resource to escalate problems and to receive guidance and complete solutions.
  • Communicates clearly and concisely with all levels of Paramount.
  • Leads 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 the needs of the business.
  • 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 business areas supported including their functional processes, business objectives and interpersonal dynamics.
  • Maintains a general awareness of the competitive landscape.
  • Maintains an awareness of best practices in the technology industry and implements as appropriate

 

Technical expertise

 

  • Requires broad expertise in end user services technology and support, with the ability to identify and leverage technical experts in different niche 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.

 

What are we looking for?

 

  • Typical candidate will possess a BA/BS degree or equivalent. Advanced degree highly desirable.
  • An expert in this industry

 

 

 

#LI-onsite

#LI-remote

#LI-hybrid

 

 

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.

 

If you have any difficulties in applying or require access needs arising from a mobility or any other impairment please let us know by emailing uk.recruitment@vimn.com or calling 0207 555 1234. We can then ensure your experience and visit is as smooth and enjoyable as possible.