Technical Operations Manager, Universal Music Group
6 Month Fixed-Term Contract
Office located in Kings Cross, London
Music-based entertainment
Posted today
Music-based entertainment
1001+ employees
Posted today
Office located in Kings Cross, London
1001+ employees
Company mission
To shape culture through the power of artistry.
Role
Who you are
- Deep technical knowledge in infrastructure operations
- Ability to assess faults, prioritize, respond and escalate accordingly
- Effective time management and ability to prioritize multiple responsibilities
- Willingness to learn and develop new skills
- Ability to work on own initiative and actively seeks ways of improving existing systems & processes
- Customer service driven/focused with a proactive and positive can-do approach. Demonstrates commitment to organization's policy framework and practices continuous improvement
- Ability and experience operating confidently and calmly in an emergency response environment with flexibility and strong execution
- A minimum of twelve years of experience in the computer industry with at least six years directly working in an IT management position with similar responsibilities. Core competency in technical operations center management is required including a proven leadership ability with a track record of influencing positive change
- Thorough knowledge of IT operations, information technology best practices, and industry trends
- Professional ITIL based problem-solving approach that includes root cause analysis, corrective action, and buy-in
- Proven experience in supporting mission critical infrastructure and applications on a global scale
- Proven ability to work effectively within and across diverse global teams, developing and maintaining collaborative relationships
- International experience is beneficial. Additional languages are a plus
- BA or BS degree in an IT related field or an equivalent combination of formal education and applicable experience required
- Industry standard IT certifications
- ITIL Certification strongly desired
What the job involves
- As a Technical Operations Center (TOC) Manager, you will be one of three global managers operating in a "Follow the Sun" model, ensuring continuous 24/7 coverage and operational excellence across our technical infrastructure
- You will be responsible for leading and mentoring a team of skilled technical professionals, optimizing daily operations, and expertly managing critical incidents to minimize service disruption
- Your leadership will be crucial in facilitating seamless handoffs between shifts, maintaining high performance, and upholding the integrity of our systems globally
- This is a 6 month contract with potential to be extended
- Oversee and direct the day-to-day activities of the Technical Operations Center, ensuring all systems, services, and infrastructure operate reliably and securely on a 24/7 basis
- Develop, implement, and optimize operational procedures and workflows to enhance efficiency and productivity
- Monitor system performance trends and ensure availability and reliability, proactively identifying and addressing issues to minimize downtime
- Manage the implementation and maintenance of Service Level Objectives (SLO's) and Service Level Agreements (SLA’s) with UMG Business Units, other IT groups, and vendors as appropriate. This includes measuring and reporting on these SLA's and SLO’s on a regular and scheduled basis
- Drive automation for all repeatable processes by implementing AI and SRE methodologies to reduce toil in daily operations
- Take ownership, lead and coordinate major incident response efforts, acting as the central point of contact during critical outages
- Drive investigation activities, facilitate communication, and ensure rapid resolution or workaround implementation for severe IT incidents
- Collaborate with cross-functional teams, including engineering, IT, and third-party vendors, to resolve complex issues and restore services promptly
- Lead, mentor, and develop a team of Technical Operations Center specialists, fostering a culture of accountability, collaboration, and continuous improvement
- Manage the engagement, performance, and development of direct reports, including hiring, training, and scheduling work assignments
- Provide guidance and support to the team, ensuring high-quality service delivery and adherence to operational standards
- Establish and sustain standards of performance across all shifts, promoting a positive and productive work environment
- Facilitate seamless and effective handoffs between shift teams in a "Follow the Sun" model, ensuring continuity of operations and clear communication of critical information
- Define clear handover protocols and procedures, ensuring all essential information categories are covered during every transition
- Ensure that all relevant information, including ongoing tasks, issues, and special instructions, is accurately and concisely conveyed to the incoming shift
Salary benchmarks
Our take
Universal Music Group (UMG) was founded in 1998 and it has grown rapidly and steadily since, now establishing a position as one of the "Big Three" record labels (alongside Sony Music and Warner Music Group).
UMG differentiates itself from competitors with its internal links across business functions. Each artist can access the best recording technologies, merchandising services, management services, and live music services, as well as much more. This is not provided by other smaller and even larger companies, meaning UMG is in a unique position to build each artist’s “brand”.
UMG became a publicly traded company in late 2021 and has used funds to finance its international expansion. Valued at over $49.8 billion, this global music leader looks to remain in a strong position for years to come.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Company HQ
Santa Monica, CA
Leadership
Lucian Grainge
(CEO & Chairman)Worked in the music business for his entire career. He has been named the most powerful person in the music business on four occasions in the 2010s by Billboard.
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