Digital Service Manager

Biggin Hill
Digital Technology and Delivery
About The Role

F1 is seeking a strategic, self-starting Digital Service Manager to ensure that best of breed principles, processes, and solutions are embedded across our operations in order to support the new digital products and enable a seamless, high-quality customer experience.  Additionally the role will involve supporting and managing the operations during Race Weekend through proactive monitoring, triage and fault resolution with both internal and external teams and individuals.

The successful candidate will be expected to be a strong self-starter and demonstrate the confidence and ability to identify process gaps and operationalise corresponding solutions at a pace and velocity in tune with the changing F1 digital estate.

Main Duties and Responsibilities

Race Weekends

  • Run the operations at race weekends to support live digital products
  • Be the single point of contact for the resolution of incidents during and after Race Weekends 
  • Ensure there is a robust documentation sent to our pre-race event team internally and to our partners to ensure all key changes have been communicated
  • Provide end of day reporting 
  • Support the remaining race weekends of 2019 and 11 races in the future
Service Management
  • Set up a Service Management capability with process and systems 
  • Manage and develop client relationships in a complex Managed Service environment 
  • Lead all critical escalations and incident reporting 
  • Manage the change process within the Production environment
  • Work closely with vendors to ensure SLA's are met 
  • Co-ordinates and manages any challenges raised against our suite of digital products during
  • Continual monitoring of live systems and the processing of all trouble tickets related to defects, incidents and problems. 
  • Develop and maintain formal procedures for consistency and increased productivity
  • Analyse performance through statistics and reporting provided by out partners
  • Provide service reporting reviews with the business
  • Act as the primary connection between service delivery and the business for all aspects of operational service level management
  • Provide a uniform approach to the way in which customer feedback is handled and resolved.
Information on the role
  • Supporting 7 to 11 race weekends a year from our operational centre in Biggin Hill, Kent in local time of the race
  • European and International travel involved
  • Will be required on an ad-hoc basis to work and travel to our operational centre in Biggin Hill, Kent and other London based suppliers
About The Company

F1 is the pinnacle of motor racing, attracting the best drivers, engineers and designers, travelling across five continents and drawing global television audiences. F1 is among a small group of marquee, global sports, boasting more than 500m fans worldwide, It sits alongside the Champions  League as the most popular European-based sport league - with 25% of sports fans in a global study defining themselves as avid fans of F1 (Repucom, 2015).

F1 is also perhaps the most technologically sophisticated sport in the world - however for many years digital opportunities and fan experience have had a lower priority. With the Liberty Media acquisition in January 2017, F1 has shifted focus to expanding its digital business and improving the fan experience at home and at the track.  As part of this focus, F1 is launching a range of premium direct-to-consumer digital products that will bring fans closer to the sport than ever before, providing access to live race streams as well as an archive of classic races, seen across multiple devices