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Service Delivery Manager

  • Gravity Media
  • Dublin, Ireland
  • 01/02/2023
Full time

Job Description


Gravity Media exists to create world-class content that inspires and excites. Our 500 people serve clients in all markets, from sport and media to news and entertainment, working all over the world from bases in the UK, Australia, USA, France, Germany and Qatar.

We are driven by client service excellence. We’re always looking and listening, keeping up with the latest broadcast innovations – or pioneering them. Above all, we channel our energy into maintaining our reputation for flawless execution, deep technical expertise and efficient delivery.


We use the collective power of our people and resources to capture, craft and create – putting our clients at the centre of our universe. We are expert, innovative and reliable; a guiding force in a complex world. It’s what we bring together that sets us apart.

The successful candidate will be assigned to Project Stryker, the Remote Broadcast Centre owned and operated by Riot Games, Dublin. They will work across the Riot Games’ Esport broadcasts featuring championships and tournaments from titles; League of Legends, Wild Rift and Valorant. The Service Delivery Manager will be working with the Senior Leadership Team in the most advanced Remote Broadcast Centre in the World.

The Service Delivery Manager will be a primary figure in the delivery of service to the client, whilst using a variety of data points for reporting to Business Stakeholders and the Senior Leadership Team as part of performance and service measurements against set KPIs defined under the SLA.

This is a high-level strategic position that will be focused on helping lead the supporting elements to deliver internal and external facing objectives and will be central in developing and maintaining relationships with cross functional teams to promote, build and educate. Supported by a team leads, the SDM will oversee scheduling and management of team. The ideal candidate will possess strong problem-solving skills, quantifiable leadership talents, and high-level experience in team, project, and operational management


  • Reports to Gravity Media Executive-EMEA.
  • Overall responsibility for the operational running day to day/on site.
  • Ensures the clients’ needs are met at all times by keeping communication channels strong and coaching your team of professionals to deliver their best work.
  • Presents monthly and quarterly business reviews to senior client stakeholders; highlighting service challenges, successes, setting and tracking against operational goals.
  • Partners with client stakeholders on service direction and implements agreed strategies across the operational team.
  • Applies significant knowledge of industry trends and developments to improve service toour clients.
  • Provides visionary direction, seeking opportunities to improve stakeholder experience, quality of output and overall performance.
  • Creates the operational systems, processes and policies in support of the clients mission, improve management reporting, information flow and management, business process and organizational planning.
  • Oversees short and long-term financial and managerial reporting.
  • Identify and generate Key Performance Indicators (KPI) within scope.
  • Monitors service delivery, execution, and overall performance.
  • Coordinates planned changes/scheduling, change management, hiring (in conjunctionwith HR) and operations.
  • Booking of freelancer crew with clear projections on associated costs.
  • Develop freelancer crew database.
  • Maintains relationships with cross functional teams and business partners.
  • Single point of contact for management/HR when dealing with people issues.
  • Time keeping management of staff.
  • Provides detailed reporting and metrics around service performance and execution.
  • Works closely with the client’s Business Development Manager to identify cost centres on monthly invoices to aid the client’s internal accounting structure.
  • Track service trends to demonstrate effectiveness.
  • Track headcount requirements and provide stakeholders project load forecast.
  • Booking for gear on behalf of the client – with clear projections on associated costs.


Adhering to our company H&S policy and ensuring that all company risk assessments are observed where applicable to your role, taking ownership of improvements and escalating concerns where necessary.


  • Time management and how-to prioritise workload and asks.
  • Key communicator – can listen and understand requests without the need for asks to be repeated.
  • Multitasker
  • Willingness to learn outside your comfort zone and immerse yourself in learning new technologies.
  • Strong computer skills, including working knowledge of Microsoft Office Suite apps, and ability to learn and utilise Google business apps.


  • Experience leading a team.
  • Ability to build strong positive long-term relationships with client stakeholders.
  • Natural ability to build rapport and trust while being able to influence and respectfully challenge clients to meet their best interests.
  • First class communication, listening and interpersonal skills.
  • Excellent presentation skills.
  • Ability to create analytical reports and talk to the trends we are witnessing.
  • Thrives on being a leader of a diverse team of professionals.
  • 5+years


  • Experience working within a managed service/staffing environment.
  • Knowledge of Esports gaming plus production experience.
  • Experience of working within a corporate environment.