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- Tasks: Support operations teams to ensure high-quality service delivery and compliance.
- Company: ICE is a purpose-driven organisation supporting songwriters with innovative solutions in music licensing.
- Benefits: Enjoy flexible working, mental health initiatives, enhanced holiday allowance, and comprehensive training opportunities.
- Why this job: Join a dynamic team at the intersection of technology and music, making a real impact.
- Qualifications: Strong analytical skills, Microsoft Office expertise, and a proactive mindset are essential.
- Other info: We welcome diverse candidates and offer accessible recruitment processes for all.
The predicted salary is between 28800 - 42000 £ per year.
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Service Operations Manager (m/f/d), London
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Client:
ICE
Location:
London, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
f200e1157525
Job Views:
6
Posted:
12.07.2025
Expiry Date:
26.08.2025
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Job Description:
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.
ICE has grown to distribute more than €1bn in royalties per year, licensing music services such as Spotify, Apple, YouTube and TikTok.
About the Role
The primary focus of this role is to provide administrative, operational, and assurance support to the Operations departments to ensure the smooth running, quality, and compliance of services to ICE’s customers.
Key Responsibilities:
- Support the Customer Experience and Online Operations teams in the professional delivery of high-quality services.
- Collating, analysing, comparing and checking of detailed numeric data.
- Providing support and input directly into the Online End to End process to enable ICE’s performance against customer contracts and SLAs.
- Identifying opportunities for continuous improvement of procedures
- Attend regular departmental meetings to report progress, discuss, prioritise and resolve any outstanding issues and update internally.
- Carryout assurance processes to help ensure accurate distributions.
- Identifying potential problems that could affect customers and assisting in the prevention of these where possible.
- Communicating and representing customers’ needs and priorities inside the ICE organisation
- Develop and maintain clear, structured documentation for business and technical processes.
- Map workflows using in house tools like Lucidchart, or Miro.
- Contribute to the operations data quality, testing and operational assurance strategy.
- Actively identify risks to quality and promote solutions..
- Ensure documentation is version-controlled and accessible to relevant teams.
Requirements and Qualifications:
- Strong analytical and problem-solving skills with excellent attention to detail.
- Expert Microsoft Office 365 user
- Proactive mindset
- Experience of Monday.com or similar workflow tool
- Highly numerate and organised with excellent attention to detail.
- A high level of technical proficiency and aptitude with computer software, including an excellent understanding of all Microsoft Office programs.
- Ability to manage commercially sensitive and confidential information with total discretion, tact and diplomacy.
- Ability to work in a fast-paced, complex, and rapidly growing/changing work environment; proven organization and prioritization skills.
- Ability to handle high workloads and fast turnarounds.
- Act corporately and work effectively across organisational boundaries and build effective liaisons that deliver high standards, collaborative working and integrated solutions.
- Able to work easily on own initiative but also in close conjunction with key individuals across different teams.
- Intellectual flexibility, able to grasp complex issues and data patterns quickly.
- The ability to absorb and analyse significant amounts of information and then tailor the means of delivery, the language and format for a wide mix of audiences.
- Imagination, flair, tenacity, flexibility & innovation.
- Promote and support innovative thinking and a flexible way to solving problems.
- Consider opportunities which will add value to the business and meet organisational goals.
- A background working with complex data/analytics is desirable but not necessary.
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.
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Service Operations Manager (m/f/d) employer: ICE
Contact Detail:
ICE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Operations Manager (m/f/d)
✨Tip Number 1
Familiarise yourself with the music and data industry, especially how organisations like ICE operate. Understanding their role in copyright and royalty distribution will help you speak confidently about how you can contribute to their mission.
✨Tip Number 2
Brush up on your analytical skills and be prepared to discuss specific examples of how you've used data to improve processes in previous roles. Highlighting your experience with complex data will set you apart from other candidates.
✨Tip Number 3
Get comfortable with tools like Monday.com, Lucidchart, or Miro, as these are mentioned in the job description. Being able to demonstrate your proficiency with these tools during discussions can show your readiness for the role.
✨Tip Number 4
Network with current or former employees of ICE to gain insights into the company culture and expectations. This can provide you with valuable information that you can use to tailor your approach during interviews.
We think you need these skills to ace Service Operations Manager (m/f/d)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the responsibilities of the Service Operations Manager role. Focus on your analytical skills, attention to detail, and any experience with data management or customer service.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the music industry and how your background can contribute to ICE's mission. Mention specific examples of how you've improved processes or supported teams in previous roles.
Highlight Technical Proficiency: Since the role requires strong technical skills, be sure to mention your proficiency with Microsoft Office 365 and any experience with workflow tools like Monday.com. Provide examples of how you've used these tools effectively in past positions.
Showcase Problem-Solving Abilities: Demonstrate your problem-solving skills by including examples of challenges you've faced in previous roles and how you overcame them. This will show your proactive mindset and ability to handle complex situations.
How to prepare for a job interview at ICE
✨Showcase Your Analytical Skills
As a Service Operations Manager, strong analytical and problem-solving skills are crucial. Be prepared to discuss specific examples where you've successfully analysed data or resolved complex issues in previous roles.
✨Familiarise Yourself with Tools
Since the role requires proficiency in Microsoft Office 365 and tools like Monday.com, make sure you can demonstrate your expertise with these applications. Consider preparing a brief example of how you've used them effectively in past experiences.
✨Emphasise Communication Skills
This position involves representing customer needs within the organisation. Highlight your experience in communicating effectively across teams and how you've ensured that customer priorities were met in your previous roles.
✨Prepare for Continuous Improvement Discussions
The role focuses on identifying opportunities for improvement. Think of instances where you've contributed to process enhancements or operational efficiencies, and be ready to share these insights during the interview.
