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    Technical and Operations Manager - Hertford, Hertfordshire, United Kingdom - Music Concierge

    Music Concierge
    Music Concierge Hertford, Hertfordshire, United Kingdom

    3 weeks ago

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    Description

    Permanent Business: Music Concierge Worldwide

    Location: Hybrid, would ideally suit someone based in around Hertfordshire or surrounding counties

    Salary: 50k+ per annum, depending on experience

    Music Concierge is a best-in-class global music agency specialising in enhancing brand identity through music. For over 15 years, we have been responsible for the signature sounds of internationally renowned luxury brands including One&Only, Raffles, and Harvey Nichols. We also curate music identities for design-led lifestyle hotels, luxury retail, automotive brands, and wellness destinations.

    We sculpt soundscapes to create unique atmospheres, reinforce brand values, and enhance customer experiences. We are a growing team (60+ people), with offices in London, Dubai, Cape Town, Hong Kong, Shanghai, Singapore & Bangkok.

    Kaleidovision uses music, digital video, and interactive screens to capture customer engagement in retail and leisure spaces. Clients include high street retailers, leisure and health and fitness brands, including Hollywood Bowl, TGI Fridays, Puttstars, YHA & Paul Patisserie. Our sister agencies span other creative and technical disciplines, with a particular focus on wellness.

    One common technology platform underpins each agency's operation, comprising music and media players at customer locations, connected by a large-scale media distribution network. Sophisticated multi-layer content management systems control the playout of music tracks, video content, interactive applications, or immersive combinations of all three.

    This enables us to be highly innovative in response to creative client project requirements or business opportunities.

    This is a senior position within the agency, responsible for overseeing the smooth operation of our technology platform at our clients' sites globally. Your primary goal will be to ensure operational excellence and optimal performance of our technical services.

    You will manage a team of remote technical support engineers across multiple continents, in addition to a small UK-based warehouse manufacturing team. You will act as a key point of communication between the Technical Division and the Account Management department who liaise directly with existing clients.

    You will help manage the implementation of these improvements, coordinating with our development teams and technical project managers where required. You will work closely with the Technical Director, Global Account Director, and our SLT to ensure our technical delivery is as good as it can be.

    Key Responsibilities:

    1. Ability to build and maintain strong relationships with customers and senior stakeholders
    2. Good technical knowledge across multiple domains, to ideally include Microsoft Active Directory, SCCM, ITSM Tools
    3. Resource Management skills
    4. Providing technical expertise and leadership to our Technical Helpdesk Team, clients, and suppliers
    5. Performance management and appraisals to be conducted for the team; Maintain a high degree of customer service for all support queries, adhering to all service management principles
    6. Track, record, and actively monitor a customer technical risk log across all Customer IT solutions in order to recommend service improvements and drive forward the best solution and service for the customer
    7. Assist the team in troubleshooting and escalating any issues related to desk-side support, imaging, or packaging

    We are at the top of our game and recognized as such at a global level. We offer 22 days holiday, increasing by 1 day per year up to 27 days, group life insurance, access to 24-hour GP. We're flexible about hybrid working – in the UK we have bases in Hertford and Shoreditch.

    Please submit your CV with a covering letter detailing why you'd excel in this position.

    #J-18808-Ljbffr
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