Service Operations Manager (m/f/d)

About ICE

ICE is a purpose-driven organisation, founded by rightsholders, for rightsholders.
We exist to support songwriters, enabling societies and publishers to accurately compensate them when their work is used internationally.
We operate at the exciting intersection of technology, music, and data. 

Since our 2010 launch, we have paid billions to rightsholders through deep expertise in Copyright, Processing and Licensing.
Our collaboration with stakeholders across the industry delivers best practice, new processes & innovative solutions for better royalty flows.
Strategic investment in technology enables us to process trillions of streams, to deliver the maximum revenue for rightsholders.

ICE has grown to distribute more than €1bn in royalties per year, licensing music services such as Spotify, Apple, YouTube and TikTok.

About the Role

The primary focus of this role is to provide administrative, operational, and assurance support to the Operations departments to ensure the smooth running, quality, and compliance of services to ICE’s customers.

Key Responsibilities:

• Support the Customer Experience and Online Operations teams in the professional delivery of high-quality services.
• Collating, analysing, comparing and checking of detailed numeric data.
• Providing support and input directly into the Online End to End process to enable ICE’s performance against customer contracts and SLAs.
• Identifying opportunities for continuous improvement of procedures
• Attend regular departmental meetings to report progress, discuss, prioritise and resolve any outstanding issues and update internally.
• Carryout assurance processes to help ensure accurate distributions.
• Identifying potential problems that could affect customers and assisting in the prevention of these where possible.
• Communicating and representing customers’ needs and priorities inside the ICE organisation
• Develop and maintain clear, structured documentation for business and technical processes.
• Map workflows using in house tools like Lucidchart, or Miro.
• Contribute to the operations data quality, testing and operational assurance strategy. 
• Actively identify risks to quality and promote solutions..
• Ensure documentation is version-controlled and accessible to relevant teams.

Requirements and Qualifications:

• Strong analytical and problem-solving skills with excellent attention to detail.
• Expert Microsoft Office 365 user
• Proactive mindset
• Experience of Monday.com or similar workflow tool
• Highly numerate and organised with excellent attention to detail.
• A high level of technical proficiency and aptitude with computer software, including an excellent understanding of all Microsoft Office programs.
• Ability to manage commercially sensitive and confidential information with total discretion, tact and diplomacy.
• Ability to work in a fast-paced, complex, and rapidly growing/changing work environment; proven organization and prioritization skills.
• Ability to handle high workloads and fast turnarounds.
• Act corporately and work effectively across organisational boundaries and build effective liaisons that deliver high standards, collaborative working and integrated solutions.
• Able to work easily on own initiative but also in close conjunction with key individuals across different teams.
• Intellectual flexibility, able to grasp complex issues and data patterns quickly.
• The ability to absorb and analyse significant amounts of information and then tailor the means of delivery, the language and format for a wide mix of audiences.
• Imagination, flair, tenacity, flexibility & innovation.
• Promote and support innovative thinking and a flexible way to solving problems.
• Consider opportunities which will add value to the business and meet organisational goals.
• A background working with complex data/analytics is desirable but not necessary.

What we offer:

• Competitive local benefits based on your location
• We promote flexible working regarding time and/or place
• Both mental and physical health initiatives
• Corporate pension scheme 
• Comprehensive training and development opportunities 
• Industry insider events, team socials and company events
• Enhanced holiday allowance 
  
  

We welcome candidates from all backgrounds, regardless of age, disability, gender, gender identity, gender expression, race, religion or belief, sexual orientation, socioeconomic background, and any other protected characteristic. 
We are committed to making all stages of our recruitment process accessible to candidates with disabilities. Please speak to our recruitment team and we will work with you to make reasonable adjustments to ensure you can perform at your best throughout your application.