Technology Service & Support Manager

We are UMG, the Universal Music Group. We are the world's leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.

How we LEAD:

The Technology Service & Support Manager will directly interact with global ITSM business functions as well as Service & Support teams globally to align priorities, define improvement roadmaps, manage expectations, ensure delivery, and deliver process improvement and documentation. This role is expected to work collaboratively with technical and business teams across the organization. They need to possess a technical understanding of a broad range of services and offerings provided by support teams across the organization, as well as understand the intricacies of how teams work together to deliver service to the organization. The Technology Service & Support Manager will lead departmental efforts to streamline processes and improve effectiveness, acting as change agent and initiator, and coordinating efforts between technical, business, and support teams to achieve results.

How you'll CREATE:

• Serve as the departmental representative to the Technology Wide Operations center which is responsible for Tech Wide ITSM Process and Service Reporting.
• Advocate for and directly action changes that improve processes and technology impacting the UMG Technical Support Teams. This would include things like working with the ServiceNow development team to improve workflows and working with technical teams to develop more accurate documentation to improve ITSM efficiency.
• Continuously monitor and improve ITSM processes, workflows, communication paths, and delivery of services provided by the Global Tech Support team.
• Coordinate Incident, Problem and Support Tech Manager's daily activities within the Service & Support ITSM environment with a focus on technology support, requests, and providing metrics and dashboards on a regular basis while collaborating with Technology Services leaders.
• Lead Support Process Analyst team to develop efficient hardware deployments while streamlining the procurement process.
• Understand and align ITSM business strategies and priorities globally across Service & Support teams.
• Manage and be hands-on during execution of projects that affect the Service & Support teams using ServiceNow: scoping, requirements, documentation, implementation, testing, validation, training, and support.
• Coordinate the processes that define user provisioning, laptop provisioning, on/off-boarding, software deployment, and support.
• Measures and tracks performance across Service & Support teams to help leadership team achieve target deliverables using metrics while identifying opportunities to improve operational efficiency and staff productivity.
• Build relationships with various global business units to provide proactive and efficient support.
• Works to continuously to help Service & Support teams improve effectiveness, efficiency, and customer satisfaction globally
• Guide, assist, and deliver documentation of Tech policy requirements within global Service & Support teams.
• Develop business case justifications and cost/benefit analyses for technology spending and initiatives.
• Document workflows and processes extensively, providing blueprints for repeated actions and templates for work activates performed. Identify areas of improvement to processes and technology that would allow the GTS & Support Tech teams to perform more efficiently and effectively.
• Report key performance metrics to management and draw actionable conclusions from data to drive continuous improvement.
• Collaborate with TechOps & the Major Incident Management Team to streamline major incident processes and reduce the time to resolution of major incidents within the Service & Support teams.
• Assess customer feedback and solution ways to improve and refine services based on customer experiences.
• Keep efforts and communication organized, meeting deadlines where applicable. Build partnerships and liaise with leaders to determine solutions and optimizations for issues that arise in day-to-day operations of the GTS & Support Tech teams.
• Develop and lead new initiatives or projects to support the optimization and maturation of the GTS & Support Tech teams.
• Work with management to develop an evaluation method and key performance indicators (KPIs) to assess team strengths and identify areas for improvement.
• Works with management and teams to ensure balanced score cards are produced, reviewed, and follow up regularly.

Bring your VIBE:

• Bachelor's degree or at least 10 years of work experience and a minimum of 5 years in Technology Service and Support with a focus on ServiceDesk/Helpdesk and Local Tech Support teams.
• Understanding of both US and Global requirements (EU, UK, APAC) from an ITSM and compliance perspective.
• Strong management, communication and collaboration skills are necessary.
• Broad Tech knowledge in Applications, as well as Computer Deployment, Architecture, Security, and Infrastructure (focus on SaaS)
• A strong background in ITSM design and implementations as well as software development methodology (i.e., Agile, ITSM, ITIL) and project management / business analysis
• Strong experience with ServiceNow is needed (Performance Analytics, Dashboards, Reporting, & Service Catalog) and broader ITSM expertise is recommended
• Strong interpersonal skills and excellent presentation and communication skills
• Ability to communicate complex problems in a non-technical and simplified manner to stakeholders and end-users and to effectively communicate business needs to technology teams
• Self-motivated with high degree of initiative and excellent follow-up skills, along with strong analytical and problem-solving skills
• Travel may be required

Perks Playlist:

• Be part of an entrepreneurial, global organization that values authenticity, drive, creativity, relationships, and a competitive spirit
• Comprehensive medical, dental, vision, and FSA options, as well as:
  • 100% coverage for out-patient mental health services
  • Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
  • A lifetime fertility support allowance of $30,000 to plan participants
  • Student Loan Repayment Assistance and Tuition Reimbursement
  • 100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensation

• Variety of ways to prioritize much-needed time away from work including:
  • Flexible Paid Time Off (PTO) for exempt employees
  • 3-weeks PTO for non-exempt employees
  • 2-weeks paid Winter Break
  • 10 Paid Holidays (including Juneteenth and Wellbeing Day)
  • Summer Fridays (between Memorial Day and Labor Day)
  • Generous paid parental leave for every type of parent

Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.

All UMG employees are currently required to be fully vaccinated against COVID-19 or provide proof of a negative PCR or Antigen test before entering any Company offices unless they have been approved for an exemption or unless prohibited by applicable law.

Universal Music Group is an Equal Opportunity Employer

We are an E-Verify employer.

For more information, please click on the following links.

E-Verify Participation Poster: English / Spanish

E-Verify Right to Work Poster: English | Spanish

Job Category:

Technology