Head of Support Operations at System C overseeing operational performance in customer support. Focused on building scalable practices and driving customer outcomes in a fast - changing environment.
About the role
- Operations Director at Zoo 55 driving operational transformation and new business model execution. Overseeing content lifecycle, managing digital operations, and improving workflows.
Responsibilities
- In conjunction with COO and broader Zoo 55 leadership team this role will lead on supporting the transformation of the Zoo 55 business from an operational perspective and the delivery of a new operating model.
- The Operations Director will design and implement the operational frameworks needed to exploit IP across Zoo 55, specifically focusing on the social video space, FAST/DTC and gaming/gambling areas.
- Ensure the right tools and systems are in place to support the full Zoo 55 content life cycle from publishing through to producer payaways.
- Consolidate all operational elements under one team including management of external contracts with 3rd party suppliers.
- Implement consistent ways of storing and accessing content, metadata, imagery etc across the business.
- Use first-hand platform data to identify "pinch-points" in delivery and implement strategies to support delivering £120m revenue target by end of 2027.
- Develop relationships with GP Tech and Sales Operations teams to ensure Zoo 55 needs captured in broader GP operational change and to garner support and expertise in implementing Zoo operational changes.
- Streamline operational workflows and implement process improvements to enhance efficiency across 3 key Zoo 55 business pillars.
- Identify bottlenecks, create new & evolve existing workflows, implement new tools, and streamline processes for time and cost savings and increased output/revenue.
- Lead the deployment of new operational initiatives (i.e. cloud-based editing infrastructures) and AI-driven automation to optimise anything from the repurposing of content into viral moments right through to agentic data driven insights.
- Oversee content pipelines (YouTube, FAST channels, VOD) working closely with existing GP content operations team, Zoo 55 FAST Ops lead and ITV’s Content Supply & Delivery team.
- Oversee technical relationships with major platforms (YouTube, Meta, TikTok) and optimise the delivery of thousands of assets monthly.
- Manage relationships with internal partners and teams relevant to the role including GP Operations, Global Content, Procurement, Data & SalesOperations/Technology to ensure appropriate content workflows, storage etc are efficient, aligned and consolidated.
- Manage ITV’s GAM instance (Google Ad Manager), any associated 3rd party integrations and required ad ops support to deliver partner sales campaigns via existing and new partners.
- Lead relationships with key external vendors and assess opps to work with new vendors to support overall operational delivery plan and ensure Zoo 55 stays ahead of the evolving digital landscapes.
- Manage Zoo’s YouTube's Content ID process & system + other associated tools and work closely with content protection vendors to support ITV’s broader anti piracy work.
Requirements
- Extensive experience in the global media industry with demonstrated track record of implementing operational excellence
- Experience of leading operational change in a legacy business
- Strong understanding of content, the evolving digital distribution landscape and associated commercial opps
- Established network of media industry contacts to support delivery of Zoo 55 operating model
- Experience of internal senior stakeholder management in a matrixed global business
- Experience in leading change and managing transitions within a digital or media environment, ensuring smooth implementation of new processes and strategies.
- Ability to develop and articulate a clear vision for digital operations within Zoo 55, aligning it with broader business objectives.
- Experience in cost management and partner/vendor relationship management including budget planning and oversight.
- Expert knowledge of digital content supply chains, including MAM systems, video encoding for diverse platforms, and project management tools like Monday.com.
- Proven ability to support leadership teams through business/operational change including scoping and implementation AI/Agentic AI to optimise performance & processes
- Understanding of social media content management systems, FAST channel operations and the operational requirements of gaming platforms/immersive environments (Roblox/Fortnite) would be desirable.
Benefits
- Flexible working with a range of options to suit everyone
- Generous holiday allowance, plus you can buy more
- Annual bonus opportunity
- Competitive pension contribution
- Save as you earn - with an opportunity to buy ITV shares
- Wellbeing and volunteering days plus a wide range of opportunities to help you live a balanced and healthy life
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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