Service Delivery Owner

Job Description Who We Are Creative Artists Agency (CAA) is the leading entertainment and sports agency, with global expertise in filmed and live entertainment, digital media, publishing, sponsorship sales and endorsements, media finance, consumer investing, fashion, trademark licensing, and philanthropy.  Distinguished by its culture of collaboration and exceptional client service, CAA’s diverse workforce identifies, innovates, and amplifies opportunities for the people and organizations that shape culture and inspire the world.  The trailblazer of the agency business, CAA was the first to build a sports business, create an investment bank, launch a venture fund, found technology start-up companies, establish a philanthropic arm, build a business in China, and form a brand marketing services division, among other innovations. Named Most Valuable Sports Agency by Forbes for eight consecutive years, CAA represents more than 2,000 of the world’s top athletes in football, baseball, basketball, hockey, soccer, in addition to coaches, on-air broadcasters, and sports personalities and works in the areas of broadcast rights, corporate marketing initiatives, social impact, and sports properties for sales and sponsorship opportunities. Founded in 1975, CAA is headquartered in Los Angeles, and has offices in New York, Nashville, Memphis, Chicago, Miami, London, Munich, Geneva, Stockholm, Shanghai, and Beijing, among other locations globally.  The Role CAA is one of the world’s leading entertainment agencies. The Tech department at CAA is an ever changing, very dynamic environment. We pride ourselves on being at the forefront of technology in every aspect. We are looking for an individual with strong communication skills and a strong technical background. This person will be directly interfacing with clients and other Tech staff.  The individual will be responsible for directing the efforts of matrixed team members and should be capable of assisting them and leading by example and influence. This role reports directly to the Service Delivery Manager and has no direct reports. Experienced in service delivery support for SaaS/Cloud based services through standards and policies.  Sets processes, leads project teams, rectifies reliability issues, monitors progress, and tracks KPIs.  Candidate must be an analytical thinker as this position will require the candidate to develop multiple courses of action and evaluate them to choose the best solution to drive problem resolution and process/policy improvement. Candidate must seek the development of a service culture, continuously seeking to enhance our service delivery and employee engagement.  Performs information systems administrative procedures and maintains documentation that covers two or more functional areas including infrastructure core services, applications, project training, solution advisement, acquisition integration, and security assistance. They will require strong interpersonal and communication abilities.  This role is critical to the CAA team as it is the lifeline of support for our customers. It is essential that this person be an excellent communicator and work well on their own and in a team. They will also be responsible for supporting senior-level staff up to the C-suite. The ability to communicate and present professionally is of the utmost importance. The incumbent must be able to effectively influence others and drive systems and processes across the team. This role is based in our Los Angeles office and requires 5 days onsite. Responsibilities  Oversee all processes related to the identification, prioritization, and resolution of end-user support requests, including the monitoring, tracking, coordination, and supervision of all service delivery functions related to those requests specific to your assigned Departments – 20%     Monitor defined KPIs (Key Performance Indicators) and implement action plan when metrics fall below agreed KPIs ensuring that support teams are capable of meeting SLAs and end-users are satisfied – 20% Partner with senior technical resources within CAAtech for problem resolution and new feature creation – 20% Prioritize and assign tickets to junior staff based on severity and urgency, utilizing knowledge and insight into the business priorities of the assigned Department – 10% Provide 3rd line support for junior staff to manage the incident management response – 10% Determine and execute the appropriate strategy to keep assigned Departments informed of service performance issues and significant issues – 10% Partner with the Information Risk Management team to identify and address cyber security incidents in real time and implement preventive measure and process improvements – 5% Provide a concierge level of hands-on support to C-Suite and Department Heads – 5% Additional Duties Participate as part of the Service Delivery West Leadership Team in planning, strategy and change discussions.  Collaborate with the rest of the Service Delivery West Leadership Team on the development of new processes and procedures for the desktop support function. Lead the development of service improvement initiatives. Promote business knowledge to junior staff of CAAtech process, roles, and procedures to ensure the best possible outcomes.  Research, propose, and implement approved solutions to resolve longer-term technical issues. Develop new training materials and provide appropriate training and support to lower-level support staff. Qualifications 3+ years leading projects and/or leading others through influence 5+ years service delivery experience   Strong written and verbal communication skills and a strong customer service mindset Great team player, fast learner, and self-starter Ability to work well under pressure and prioritize multiple tasks. Experience operating with a high level of autonomy and the ability to meet deadline through others.  Work effectively wi