Service Engagement Manager

Posted: 2/14/2018

Location: Stamford, Connecticut
Function: Marketing & Communications
Specialty: Digital Marketing, Web Production
Level: Manager (Supervisor)
Duration: Full Time
Salary Description: competitive


Role Purpose

Responsibilities
  • Manage delivery of small to medium size projects; including scope, schedule, stakeholder communication, risks, issues, and budget; from development to transition into service for Playmaker Media clients
  • Provide guidance and navigate the internal as well as external stakeholder initiatives to develop and execute on client services
  • Manage the prioritization, resource allocations, and budgeting for projects approved by NBC Sports Leadership
  • Develop a working knowledge of assigned Playmaker Media client initiatives, strategy, and key priorities
  • Work closely with both client as well as assigned Project Managers to transition clients from a project and product build to production-ready delivery of service
  • Partner with engagement team to ensure delivery against business expectations
  • Enable Project Managers to better understand the scope of Playmaker Media offerings and the related business value and efficiencies
  • Communicate infrastructure as well as operational needs and demand to each of the NBC Sports and external partner set responsible for technical delivery of services
  • Manage delivery of service across all key stakeholders within Playmaker, NBC, and third-party vendors. Closely manage communications and expectations across all groups
  • Act as an escalation point for all Playmaker Support related matters, including non-business hours outage calls, and operational activities fronted by external and internal Customer Service
  • Maintain extensive collaboration, communication, and documentation to ensure the on-going alignment of Playmaker event-based priorities, expectations, resource availability and service delivery
  • Partner with NBC Sports leaders to identify technology needs and develop technical strategies, internal IT assessments, competitor benchmarking, and industry technology offerings
  • Participate in regular service reviews, both internally and externally, and initiate improvements within an overall Service Improvement Plan
  • Act as a change agent by anticipating technology opportunities, proposing viable solutions, and enabling process/technical innovation
  • Actively solicit feedback, review overall engagement performance and look to drive continued improvement
  • Participate in budgeting and proposal efforts by completing project scoping, cost-benefit analysis, and level of effort assessments
  • Collaborate effectively across cross-functional teams to share/leverage learnings, minimize duplication of effort, and implement streamlined solutions
  • Provide hands-on direction and leadership in operational activities related to Incident Management, Change Management, and Problem Resolution that impact the BTG’s application portfolio or workflows
  • Facilitate change management process to ensure awareness of operational events and prevent disruption to service


  • Basic Qualifications
    • B.S. degree in Computer Science/Electronics/Engineering or related field (or equivalent work experience)
    • 5+ years’ work experience in related field
    • Minimum 3 years of experience leading complex project builds with proven record of successful completion
    • Solid documentation skills and proficiency with MS PowerPoint, MS Visio, MS Word, MS Excel, MS Project or related applications
    • exhibiting company core values: Integrity, Creativity, Teamwork, Pioneering Spirit, and Ownership
    • Deep understanding of video technology and operational procedures associated with event-based and linear programming

    Additional Qualifications
    • Excellent organization and communication skills, attention to detail and the ability to clearly and concisely articulate complex concepts for a variety of audiences
    • Ability to lead within matrix team environment
    • Ability to effectively prioritize critical path activities to ensure on-time delivery
    • Must be flexible, and have a creative approach to business, with demonstrated track record of aligning IT objectives and programs to business goals and strategies
    • Results- and goal-oriented, with initiative to work until job is complete

    Eligibility Requirements
  • Interested candidate must submit a resume/CV through www.nbcunicareers.com to be considered (note job #: )
  • Willingness to travel and work overtime, and on weekends with short notice
  • Must be willing to work in Stamford, CT
  • Must be willing to submit to a background investigation
  • Must have unrestricted work authorization to work in the United States
  • Must be 18 years or older
  • It is the policy of NBCUniversal and NBCUniversal’ s affiliated businesses to consider all qualified applicants for employment without regard to race, color, religion, national origin, sex (including pregnancy) sexual orientation, age, disability, veteran status or other characteristics protected by law.

    • Appropriate sense of urgency and commitment for critical deliverables
    • Experience within media entertainment industry
    • Prior business relationship management experience
    • Adaptable individual contributor who can perform effectively under pressure and through significant change
    • Ability to synthesize and simplify complex concepts/requirements to the team and stakeholders and tie back to business objectives
    • Ability and desire to continually learn about new technologies, project management methodologies and adapt to ever-changing business and industry needs
    • Culture carrier with strong leadership skills to drive, deliver, develop and inspire
    • A true collaborator and team player who can encourage and promote one team across IT disciplines to meet common goals and add value to the business
    • Prior working on a team with motivated cross-functional individuals within a matrix organization to meet aggressive business demands

    At NBCUniversal, we believe in the talent of our people. It’s our passion and commitment to excellence that drives NBCU’s vast portfolio of brands to succeed. From broadcast and cable networks, news and sports platforms, to film, world-renowned theme parks and a diverse suite of digital properties, we take pride in all that we do and all that we represent. It’s what makes us uniquely NBCU. Here you can create the extraordinary. Join us.

  • We are one of the world’s leading media and entertainment companies in the development, production, and marketing of entertainment, news and information to a global audience.

    Work With Us