2 days old

IT Service Manager

  • Job Code
Company NBC Universal

Job Title IT Service Manager

Jobid 23768-389557

Location: Beijing, CHN

Description **Job Number** 37615BR

**Job Title** IT Service Manager

**Business Segment** Operations & Technology

**Sub-Business** International Operations & Technology

**Posting Category** Technology/Engineering

**About Us** Operations and Technical Services (O&TS) is the division that supports NBCUniversal’s full portfolio of production, broadcast and media distribution businesses for both TV and Film. Services provided include technical and on-air operations, technology development, engineering and support, R&D, and corporate services such as real estate, facilities and security. NBCUniversal’s policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

**Country** China

**State** - -

**City** Beijing




• Ensure appropriate reporting and analysis via KPI’s and metrics using ServiceNow or as defined

• Lead IT service reviews with the relevant business areas and take preventative action to ensure service levels are maintained at the appropriate level.

• Escalation point for urgent & critical IT issues, providing problem/issue management, with the ability to diagnose and resolve local IT issues

• Ensure effective working relationships are in place, aligned to the Service Management team and with a true business partnership in mind

• Ensure that all reporting and operational service deadlines are met

• Lead, where appropriate, projects under service improvement in line with business demands and needs

• Provide input around the delivery of all the Services within the role remit into the overall IT Service Management strategy


• Support the full team to develop and provide Services that are exceeding business expectations

• Ensure each member of the team has a training plan for career development and progression and ensure roll-up to the Service Management Leadership Team


• Build long-term relationships with the business teams within his/her area of responsibility and ensure the communication of IT strategy, roadmap and plans to enable the business to have visibility of impacting activities.

• Work with business leadership and teams to understand business requirements for IT demand.

• Ensure that the Workplace Technology Support service provided is in accordance with SLA’s, with regular reporting on service quality and user experience, as well service improvement recommendations.

• Act as single point of contact (SPOC) for IT in the region – for escalations and future business plans or activities only. Incident and Service Requests are to remain channeled through the IT Service Desk.

• Participate in third party vendor service reviews covering performance, SLA, VOC and Service Improvement initiatives.

• Provide IT service vendor oversight for the key vendors supporting the Operating Companies and sites. Working closely with Outsourced WTS Desktop Support provider(s).

• Ensure IT services and systems are in line with global NBCU IT standards and policies.

• Establish and maintain good working relationships with key personnel in the different Operating Companies (OpCo’s) and sites.

• Provide regular management reporting on IT activities, business projects and initiatives to the International IT Service Management lead.

• Responsible for the project management of regional IT projects and initiatives, ensuring business initiatives are delivered on time and to budget and in line with business demands and drive alignment to standard support models.

• Advise on annual IT spend for the region, in line with Global and International IT and Business requirements and manage and actual costs within area of responsibility.


 Education and Qualifications

o ITIL v3 Foundation

o ITIL v3 Intermediate Service Operations – desirable

o ITIL v3 Intermediate Service Transition – desirable

o ITIL v3 Intermediate Continual Service Improvement – desirable

o Prince 2 (Foundation level minimum)

 Key skills and Behaviours

o Strong technical experience with a good understanding of desktop and infrastructure technologies

o Proven experience with Information Technology Infrastructure Library (ITIL) and working in a service management group

o Vendor management and business engagement working closely with both to deliver service

o Working in a multinational corporation, preferably media

o Qualifications in IT also preferred but not essential

o Project Management exposure to regional and cross regional project streams

o Fluent English communication skills both in oral and written.

 Skills

o Demonstrated exceptional stakeholder engagement and management skills with the ability to build relationships across a broad spectrum of users and management

We are an equal opportunity employer, offering a great work environment, challenging career opportunities, professional training and competitive compensation. Click Here to view the NBCUniversal Candidate Privacy Statement.


  • Management/Finance/Administration/IT

The NBC Owned Television Stations create and distribute engaging content that connects with a valuable audience in 10 major markets across the country. Our content platforms include: NBC Stations broadcast and COZI TV, station websites, digital out-of home, and mobile.  Through our local news operations, our lifestyle production arm LX.TV, and our local sales marketing and production teams, NBC creates content that connects communities with the people, events, and issues they care about most.

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