Eurovision Services is seeking a highly motivated Operational Account & Service Manager to become part of the Operations/Service Management. The successful candidate will be part of the Operations division in Madrid, Spain.
ABOUT THE ES OPERATIONS TEAM
The Operations department serves as the central point of contact for all customers receiving operational services. The team manages the requirements and delivery of our transmission and media services for all events, coordinating with our customers and partners (e.g., media organizations, sports federations, and event enterprises). The ES Operations Team is responsible for delivering high-quality services, achieving ambitious operational objectives, and implementing reliable solutions to provide outstanding value to our customers while optimizing costs to improve our bottom line.
MAIN RESPONSIBILITIES OF THIS POSITION
Account Management
- Acting as the main point of contact for key ES customer accounts on all operational matters.
- Ensuring outstanding service delivery by understanding customer needs and expectations.
- Guaranteeing the fulfillment of all account-related deliverables.
- Providing clear, consistent communication with both internal and external stakeholders.
- Collaborating closely with the Network Manager to prepare projects and allocate technical resources.
- Coordinating with relevant Operations teams for smooth service delivery.
- Taking on a project manager role when required by specific events.
- Initiating account-related projects and handing them over to the PMO when applicable.
- Tracking and reporting account costs.
Service Management
- Applying project management principles to set up and deliver assigned projects.
- Validating project team resources in coordination with the Head of Service Management when needed.
- Monitoring and reporting project costs as part of the project team.
- Structuring and distributing project/event information clearly for internal use (handover documentation).
- Collecting and coordinating all necessary project inputs (Rate Card, Rights Management, contacts, etc.).
- Preparing and sharing Program Offers with ES clients and managing bookings.
- Defining technical requirements for events and transmissions.
- In some cases, planning and overseeing the setup of international distribution networks.
- Collaborating with PMO to validate and prepare Major Events.
- Supporting the Network Manager with future planning, resource optimization, and network occupancy.
- Planning transmissions by:
- Assessing customer requests.
- Reviewing network usage and capacity.
- Procuring additional resources if needed.
- Ensuring efficient allocation of internal resources.
- Tracking and reporting event-related costs for each account.
- Working closely with subsidiary offices for seamless coordination.
- Monitoring supplier performance and reporting feedback to Procurement.
- Ensuring service delivery aligns with customer and supplier contracts.
- Collaborating with Marketing for product feedback, new product insights, and related communications.
- Depending on experience, taking on flexible roles as required by specific projects (e.g., shift work, rotations).
YOUR KNOWLEDGE AND SKILLS
Relevant experience in the field of broadcasting or broadcast/customer servicing with proven track record of the management of complex broadcast operations
- Project & Service Management – Strong planning, coordination, and delivery of complex service projects.
- Account Management – Managing key client relationships and ensuring high service standards.
- Budget & Cost Control – Tracking and reporting of project and event-related costs.
- Broadcast & Network Knowledge – Understanding of technical requirements for transmissions and events.
- Resource Planning – Efficient allocation of internal and external resources.
- Supplier & Contract Management – Monitoring service delivery and supplier performance.
- Tools – Proficiency with project management and collaboration tools (e.g., Excel, Jira, MS Project, CRM platforms).
- Excellent customer services skills
- Proven financial literacy, and ability to manage large budgets efficiently
- Self-management and ability to work independently with limited supervision,
- Good communication and interpersonal skills, ability to work effectively with remote teams
- Organization and flexibility