WHO ARE WE?
The HBO Technology team is the group responsible for delivering HBO’s award winning content to our subscribers 24/7. Our work enables Game of Thrones, Westworld, and Hollywood’s best movies to be consumed anywhere and everywhere. Within the Technology organization, the Business Systems team, as a part of the Media Technology & Information Services (MTIS) division, is responsible for end-to-end solution delivery, infrastructure management, and client support across applications, platforms and end-user compute environments. This includes delivering business solutions to support the Global Media Supply Chain and path to air systems; evolving the enterprise data and analytics platform in support of HBO’s direct to consumer business; providing 24x7 client support for 3,000+ users globally; and supporting more than 300 applications and a diverse set of tools and platforms across HBO.
The Director of Client Services is responsible for managing the end user experience for all Information Systems services across the enterprise, including client support, service delivery, communication and customer satisfaction.
WHAT WILL YOU DO?
The Director will be the primary point person for all client areas across HBO with respect to day-to-day service delivery from the Information Services organization. They will define and manage how end-user facing services are delivered across HBO and be responsible for the end-user support organization. The Director’s success is defined by overall end-user satisfaction, direct improvements on client support metrics such as mean time to deliver, first time right and tickets closed on first call.
Key responsibilities include:
Define and drive vision for customer-centric service delivery across the global HBO user community with an initial focus on the domestic businesses.
Define and manage service request catalog for end-user services for HBO. Ensure that catalog items have specific SLAs for delivery and that each catalog item is represented in the technology service management system (ServiceNow).
Manage all deskside end-user support activities for HBO’s domestic business.
Provide white glove solutions and support for senior HBO executives (SVP+).
Drive call center excellence in partnership with Time Warner Enterprise Information Services.
Provide leadership in defining the process and service levels delivered to clients. Ensures service levels are accurate and demonstrate client needs / satisfaction.
Partner with Enterprise Services and Application and Platform Support teams to deliver end-user-centric solutions and support beyond standard deskside support.
Participate in planning and delivery of all information services activities, and serve as a key partner with all leaders in the Information Services organization. Enterprise Services, Application and Platform Support, and Infrastructure Engineering roadmaps.
Define and manage communication of Information Services advisories, critical outages, and long range plans as needed to wide audiences, including to HBO senior management.
WHAT DO WE NEED FROM YOU?
HBO is looking for a highly skilled and experienced leader with a proven track record in managing client solutions across a complex and dynamic enterprise. The individual should have extensive experience managing a client service desk / help desk and be able to show with data that they can make significant incremental improvements on the client experience.
Demonstrated experience of improving client satisfaction over time across a variety of measures including NPS, MTTR, MTTD, and ticket closure time.
Experience in Program or Project Management in a cross-functional, matrixed team.
Knowledge of critical end-user systems, including all common operating systems, enterprise productivity software administration (including Office365), mobile computing platforms including iOS and Android devices.
Ability to present complex process data visualizations in various succinct formats (dashboard, presentations, etc).
Deep understanding of the distributed, multi-tenant digital media landscapes (prior work experience in these fields is a plus).
Cultivate business relationships internally and externally and help maintain department as “go to” resource for information and expertise.
Additional Requirements and Competencies:
Bachelor’s degree in engineering, computer science, or other related technical discipline is preferred.
Eight to 10 years managing a client services team, including the service desk / call center.
Experience leading a team is a plus.
Ability to accomplish goals by managing individuals both through traditional reporting structure and through dotted line relationships across multiple departments to meet deadlines.
Very strong presentation, communication (oral and written), interpersonal, and organizational skills a must.
Excellent analytical and research skills.
Skilled in quickly connecting with and influencing people.
Adept in a fast-paced environment while prioritizing and managing several projects at once.