Product and Service Assurance Manager
Bertelsmann-Jobs · London, United Kingdom · hybrid
Creating the Extraordinary, Together.
Fremantle is a powerhouse of the TV and Film industry. We are one of the world’s largest and most successful creators, producers and distributors of Entertainment, Drama & Film and Documentaries.
From critically acclaimed dramas like The Responder, starring Martin Freeman, award winning films including Paolo Sorrentino’s Oscar nominated The Hand of God to incredible entertainment like The Rap Game, Too Hot to Handle, The Apprentice and Britain’s Got Talent, we make shows with global appeal.
Our purpose
We are driven by a shared purpose of Creating the Extraordinary, Together. We tell stories that connect people around the world, reflecting and celebrating the diversity of the world we live in. Through compelling, irresistible entertainment, we aim to engage and inspire our audiences. To achieve this, we bring together people from all backgrounds and cultures, both in our teams and on our shows. We are committed to creating opportunities for talent by being inclusive in all that we do.
Department/Area of Business: Global Media Supply Chain & Operations
Corporate/Group/Region/Segment/Business: Commercial & International
Reports to: Global Head of Media Supply Chain & Operations
Overall Purpose of the Role
The Product and Service Assurance Manager is responsible for the product and operational health of Fremantle's Media Supply Chain. Focusing on the MAM and related integration layers and the vendors who build, configure and support these. This role owns the operational management of live services, including incident, change and release management.
The role sits between Media Operations and Media Technology, translating operational challenges into clear, prioritised, actionable work. This role is expected to be hands-on, getting into support queues, data and high level technical troubleshooting directly. The role holder will run work on a milestone and priority-led basis, track all work through appropriate tools such as Jira across internal and external teams, and take an ‘automate, don't own’ approach to repetitive tasks, using AI where appropriate.
Main Objectives of the Role
- 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.
- Coordinates 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.
Knowledge and Skills
- 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.
Responsibility for Resources
- SaaS technology estate and vendor relationships
- Ticketing estate — internal and vendor-facing.
- Service, release and QA governance.
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