Senior Manager, Engineering
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Job Description
We are seeking a senior, hands-on Service Delivery Manager to own the "run" end to end across all of Media Measurement, including Recombine. This is an analysis-grade leadership role: you own the run specifications — not the build — and carry everything that keeps services running, so delivery teams no longer carry the night. You will consolidate today's fragmented support functions (Currency Support MSS / TC / Meter, HUB production, local ops) into one cost-sustainable global support organization.
Key Responsibilities
• Own incident management end to end, from detection to closure: one named owner per incident, a defined communications protocol (who informs whom, and when), bridge calls, and closure of all post-incident actions
• Establish and maintain BCP / DR for every platform: documented, tested, with known RPO / RTO, and audit-ready for client and JIC audits (Risk Connect)
• Define and publish SLAs for every service, assuming SLA ownership unless otherwise agreed for special situations
• Implement an on-call model in every team so odd-hour fixes no longer depend on goodwill
• Serve as the single point of contact per service for stakeholders, removing the need for org-chart knowledge to get answers
• Build global, currency-level monitoring and alarming so problems are detected before markets report them
• Test, monitor, and provide DR for what product and delivery build — without owning product requirements
• Merge today's fragmented support functions (Currency Support MSS / TC / Meter, HUB production, local ops) into one unified, cost-sustainable support organization covering all of MM, including Recombine
• Drive continuous reduction in reliance on L3 experts: increase the share of incidents resolved without pulling experts quarter over quarter, ensuring every expert involvement leaves a runbook or automation behind
• Build support capacity that runs on its own analyst capability, able to trace data end to end (access + catalog)
Requirements
Function: General Business
Experience Level: Mid-Senior Level