Product and Service Assurance Manager

Overview

In this role, you will own the health of Fremantle’s Media Supply Chain, focusing on MAM integrations and vendor support. You’ll manage live services, incidents, changes and releases, acting as the bridge between Media Operations and Technology. The role is hands-on, involves data exploration and technical troubleshooting, and emphasizes automation to reduce repetitive work. You’ll coordinate cross‑vendor delivery and governance to keep media operations running smoothly while aligning with commercial goals.

Responsibilities

• Own vendor delivery performance and track against SLAs; escalate underperformance for renewal/contract decisions
• Coordinate incidents, releases, testing, backlog prioritisation and lifecycle decisions
• Act as central coordination point for major service incidents and communication through resolution
• Plan and coordinate releases across vendors and internal teams to avoid disrupting BAU
• Interface between Media Operations and Technology to convert user requests into actionable work
• Maintain and optimise the Jira estate for tracking work across teams
• Hands-on troubleshooting and data investigation when needed
• Identify repetitive work and deliver automation/AI-driven solutions
• Contribute to vendor governance and review forums
• Draw on wider technical and industry knowledge and SMEs to identify solutions

Key requirements

• 5+ years in senior media technology or content supply chain roles
• Strong experience managing third‑party vendor deliverables and SLAs
• Proven track record in project/task tracking across internal and external teams
• Comfortable with milestone- and priority-driven delivery
• Ability to translate requirements and issues into actionable work for ops and tech
• High technical literacy with hands-on approach to data and media‑technical problems
• AI-literate with focus on automating repetitive work
• Experience with SaaS platforms and integrations in media/content supply chain (MAM, CRM or similar)
• Experience with incident, release, and QA governance
• Strong stakeholder management with vendors and internal teams
• Solution-oriented with attention to detail and fast decision-making under deadlines
• Commercial acumen for reading/negotiating vendor contracts and SLAs
• Experience with pragmatic programme management

• stakeholder management
• problem solving
• detail-oriented
• MAM and related integration layers
• SaaS platforms
• incident management

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