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About the Role
The Product and Service Assurance Manager is responsible for the product and operational health of Fremantle's Media Supply Chain, focusing on MAM and related integration layers and their vendors. This role owns the operational management of live services, including incident, change, and release management, acting as a bridge between Media Operations and Media Technology.
Responsibilities
- Own the delivery performance of vendors across the Media Supply Chain, tracking deliverables against contracted SLAs.
- Escalate and resolve vendor underperformance, feeding outcomes into renewal and commercial decisions.
- Coordinate incidents, releases, testing and acceptance, backlog prioritisation and lifecycle, dependency and decommissioning decisions.
- Act as the central point of coordination and escalation for significant service incidents, ensuring issues are triaged, progressed and communicated through to resolution.
- Coordinate release planning, testing and go-live activity across multiple vendors and internal teams, ensuring changes are sequenced and communicated without disrupting BAU Operations.
- Act as the primary interface between Media Operations and Technology (internal and external), collating and converting user requests and workarounds into clear, actionable, prioritised work.
- Own and maintain the operational Jira estate, internal and vendor-facing, ensuring all work is tracked, visible and accountable.
- Run a milestone- and priority-led approach to managing the flow of work.
- Get hands-on with troubleshooting, data investigation when required, rather than only coordinating others to do so.
- Identify repetitive or manual work and build or commission automation/AI-driven solutions to remove it, rather than absorbing it as ongoing manual effort.
- Contribute to regular vendor governance and review forums.
- Identify solutions, drawing on broader technical and media industry knowledge and that of SMEs within teams.
Requirements
- 5+ years' experience in senior media technology or content supply chain roles.
- Highly experienced in managing third-party vendor deliverables and SLAs, including commercial and delivery performance tracking.
- Proven experience tracking and managing projects/tasks, across both internal teams and external vendors.
- Comfortable running a milestone- and priority-driven delivery approach.
- Demonstrated ability to act as the interface between Operations and Technology teams (internal and external), converting user requirements, service issues and operational pain points into clear, actionable, prioritised work.
- High degree of technical literacy.
- Practical and hands-on, with the ability to investigate support tickets, data issues and media-technical problems directly.
- AI-literate, with a ‘build to automate’ mentality — actively looks to remove repetitive or manual work through automation rather than absorbing it personally.
- Experience with SaaS platforms and integrations between systems, ideally within a media/content supply chain (MAM, CRM or similar).
- Experience with service/run operations: incident management, release management and QA practices.
- Strong stakeholder management skills, confident working with vendors, internal technical teams and business/operations stakeholders alike.
- Solution-oriented, with high attention to detail, accuracy and a bias to action under tight deadlines.
- Commercial acumen — comfortable reading and negotiating around vendor contracts and SLAs.
- Experience with a programme management framework applied pragmatically rather than dogmatically.
Skills
- Media Supply Chain
- MAM
- Incident Management
- Change Management
- Release Management
- Jira
- AI
- SaaS Platforms
- QA Practices
- Stakeholder Management
- Commercial Acumen
- Programme Management
Experience Level
- 5+ years' experience
About the Company
- Fremantle is a powerhouse of the TV and Film industry, one of the world’s largest and most successful creators, producers and distributors of Entertainment, Drama & Film and Documentaries.
- We make shows with global appeal, from critically acclaimed dramas to award-winning films and incredible entertainment.
- Our purpose is Creating the Extraordinary, Together.
- We tell stories that connect people around the world, reflecting and celebrating the diversity of the world we live in.
- We are committed to creating opportunities for talent by being inclusive in all that we do.