Team Manager (Service Operations) // ICE (London) [EXPIRED]

ICE are seeking a Team Manager to join their London team. ICE has grown to distribute more than €1bn in royalties per year, licensing music services such as Spotify, Apple, YouTube and TikTok.

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.

About the Role

The Team Manager is responsible for overseeing and coordinating the day-to-day activities of the operations team members to ensure smooth and efficient business processes. This role requires a hands-on leader who can manage people, performance and resources, develop team members, optimize workflows, and drive operational excellence. Accountable for the output and performance of 12-14 team members, the Team Manager works closely with various departments to align operations with the organization’s goals, ensuring timely and cost-effective service delivery and in turn, delivery of ICE's commitments to customers measured via SLA agreements.

Key Responsibilities:

• Team Leadership and Development: Manage, mentor, and develop a high-performing operations team. Conduct regular 121s, performance reviews and provide constructive feedback to enhance team skills. Foster a collaborative and motivating work environment that encourages continuous improvement.
• Operational Planning and Execution: Develop and implement plans, initiatives and ways of working to improve efficiency and productivity. Allocate resources effectively to meet business goals and project timelines. Ensure all operations are executed according to company policies and customer SLA requirements. Work with P&C to support recruitment and onboarding of new employees and any BAU HR related admin.
• Process Improvement: Identify and resolve people, process and operational inefficiencies or bottlenecks. Implement best practices and process improvements to streamline workflows. Monitor key performance indicators (KPIs) and adjust processes as needed to meet targets. Optimize operational costs by identifying opportunities for savings without sacrificing quality or performance.
• Reporting and Analysis: Prepare regular reports on operational performance, KPIs, and other metrics. Analyze data to identify trends, risks, and opportunities for improvement. Monitor service delivery to ensure that quality standards are consistently met.

Requirements and Qualifications:

• Proven experience in an output and delivery focused operations teams management or a similar leadership role.
• Strong leadership and team management skills.
• Excellent problem-solving and decision-making abilities.
• Strong communication and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Proficiency in Microsoft Office Suite.
• Capacity to engage, inspire and motivate others.
• Strong leader in times of business change with experience of managing continuous improvement.
• Tenacious, resilient and driven with an ambition to create a strong career in people, process and performance management.

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.
• 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.