Position Summary

Our Team

As Discovery Communications’ portfolio continues to grow – around the world and across platforms – the Global Technology & Operations team is building media technology and IT systems that meet the world class standard for which Discovery is known. GT&O builds, implements and maintains the business systems and technology that are critical for delivering Discovery’s products, while articulating the long-term technology strategy that will enable Discovery’s growing pay-TV, digital platforms, free-to-air and online services to reach more audiences on more platforms.

From Amsterdam to Singapore and from satellite and broadcast operations to SAP, we are driving Discovery forward on the leading edge of technology.

The Role

Reporting to the Director – Workforce Customer Service Europe, this role forms a critical component in the IT departments’ ability to deliver a high-quality service for AV events and VC services across Europe and around other key global locations, serving over 5000 people and Global Executive Leadership, including 40 Executives ranging from EVP, CEO, CFO, CIO and President.  The AV Events & Operations Manager will be a ''hands on'' and deeply involved leader who prides him/herself on maintaining the highest quality standards in audio visual services at our sites as well as production value for all events. This is a highly collaborative environment that is results driven by strategic thinking, goal-oriented action, follow through and open communication. Key factors contributing to the success of this role will be the ability to collaborate with all facets associated with the company's operations including Programming, Engineering, Security, Facilities and Developmental teams. In achieving its objectives. The AV Events & Operations Manager will consistently review the current support infrastructure to ensure it has the tools to respond quickly, effectively, creatively and contextually to long term strategic goals, short term operating needs and to key stake holder's interests and opportunities. The same applies with the management of our AV event spaces, hardware and infrastructure across regions to ensure maximum up time through a proactively managed and continuously maintained estate. In addition to this, the role is expected to work alongside project teams during wider initiatives including office moves, new office opening and general refurbishments including boardrooms, public event spaces moving to Agile model, etc. During these initiatives, the role is expected to have a full understanding of current industry standards for AV as well as be in tune with current and up and coming technologies that should be considered. Using this expertise, the role is expected to be able to plan, design and draw out technical configurations based on the needs of the business to run successful events.

As part of day to day work, this role provides hands on management in these areas mainly in the London Chiswick campus as well as international offices and off-site locations such as hotels. The AV Events & Operations Manager will have matrixed relationships with Desktop Engineers, Telecom Engineers, AV/VTC engineers, Global Shared Admin services and other IT Regional Support Services managers to ensure that they deliver an effective service to the business with the highest level of customer service paramount throughout.  Additionally, the AV Events & Operations Manager is responsible to ensure the team is versed in technologies including Windows and MACs, PC’s, iOS devices (e.g., iPad/iPhone), printer services, AV/VTC and potentially other emerging technologies. The AV Events & Operations Manager will be supported by team leads, technical support specialists, and engineers. They will also document, prioritize, and resolve AV incidents per defined best practices and standard operating procedures.  The AV Events & Operations Manager position is on call 24x7 supporting AV/Events and other executive meeting needs.  They shall act as an expert across AV/VC and discuss these areas with customers and suggest best practices for them to operate as efficiently as possible.

Responsibilities

• Serve as the “Face of AV and VC event services” for needs in Europe.  Communicate, provide a positive experience and reflect a positive image of IT overall.
• Work in an advisory capacity for our Asia Pacific locations and if required travel to these locations
• Assume Producer/Director role for major internal events, keying on personnel, show-flow, pre/post production and live event direction
• Responsible for budgeting projects (i.e. live performances events, festivals), advancing upcoming performances and directing the technical staff in activities associated with the execution of performances presented at or by the Center; both on and off site.
• Able to work well with a variety of personalities and maintain a positive attitude even in highly stressful, time sensitive situations.
• Apply a “business” focus to all assignments and responsibilities, measurement of results, and associated reporting.
• Implement services and solutions as business requirements dictate for executives.
• Provide ownership for all AV Services related incidents across Europe with regard to AV/VC.
• Define, document and track global AV/IT-related support procedures.
• Analyse performance metrics to ensure that performance and customer service standards are being met or exceeded.
• Manage and coordinate corporate events alongside our communication counterparts globally.
• Ensure that outages and service incidents globally are managed in an effective and timely manner.
• Manage, support and mentor London based AV staff, future direct reports
• Work with the Telecommunications, AV, Network & Server Engineering and Business Solutions teams to resolve issues swiftly and comprehensively.
• Provide End-User AV support, respond to AV, VTC meeting needs.
• Support Board meetings and/other Executive events as needed
• Manage vendors supporting AV tools/manage contracts associated with support needs
• Develop and maintain an effective and forward-thinking roadmap for ever-changing AV software/hardware.
• Develop and proactively manage day-to-day maintenance of our AV/VC estate, technical tools and equipment
• Stock inventory management of AV department hardware and software within the London office and European locations
• Plan and develop technical design/schematics and equipment list for new AV/VC installations in event spaces, boardrooms and offsite events
• Plan and manage the department budget. This includes managing all costs associated to capital and operations purchases, compensation and benefits, and travel related to event support.
• A commitment to travel domestically and internationally, to the satellite offices as required (anticipated travel is less than 30%).
• Any other ad hoc responsibilities as requested by the VP of Customer Service.

Requirements

• CTS Certification
• Dante Certification
• Experience in live multimedia production
• Experience in multimedia post-production
• Experience in IT discipline preferably in an Event Leadership role
• Experience supporting executive level employees
• Experience in an Enterprise-level Support environment
• Ssolid experience with Windows 10, MS Office 365 and Mac OSX including Keynote/Powerpoint and general desktop administration.
• Experience with Adobe Creative Suite or Final Cut Pro
• Experience with Wirecast or VMIX
• Experience in supporting Dante and AV-over-IP technology such as Crestron NVX, NDI hardware, etc including the understanding of IP-based networking
• Experience in supporting video streaming technology such as Teradek, Wowza, etc on web-based platforms such as Facebook, Workplace, Livesteam, YouTube, etc.
• Knowledge of and ability to support iOS, PDAs and mobile phones, including the use of streaming services
• Excellent verbal, written, interpersonal communication and customer service skills.
• Strong organizational, conceptual, and analytical skills.
• Able to demonstrate a high degree of flexibility, including flexibility in working hours to support employees and customers across multiple time zones.
• Strong operational focus.
• Show initiative and independence when dealing with problems.
• Ability to prioritise workload.
• Must be highly motivated with the ability to assimilate and learn new technologies.
• Monitor and manage video conferences within Europe region
• Experience in supporting VTC infrastructure including Zoom administration console, Cisco bridges, gateways, codecs, and TMS
• Maintain AV/VC interoperability with telecom architecture