Platform Support Specialist

Job Title:
Platform Support Specialist

Job Description:

Introduction

Dentsu is the network designed for what's next, helping clients predict and plan for disruptive future opportunities and create new paths to growth in the sustainable economy. Taking a people-centered approach to business transformation, we use insights to connect brand, content, commerce and experience, underpinned by modern creativity.

Dentsu International is a global leader that specialises in Sales, Marketing, Customer Experience, and Retention to enable clients to keep "winning" whilst ensuring customer growth and experience is at the very forefront for their businesses.

We're hiring a Platform Support Specialist on a FIXED TERM CONTRACT until October 2025, as part of our team in London on a hybrid basis.

Purpose of the Role

Technology is changing at an increasingly rapid rate and our business is placing increased demands on the Technology function to design, build and/or implement systems that enable the business to grow and deliver excellence for its clients.

Dentsu Global Technology has a vacancy for a Platform Support Specialist within the Global Media Platforms team. The Global Media Platforms team sit within global technology and oversee the relationship, integration, and ongoing strategic alignment of third-party media systems & suppliers across multiple markets. The objective of this team is to ensure third party media systems used; function and deliver against not only the requirements of the local markets but those determined by global technology. This strategic alignment is critical for achieving dentsu's global vision of supporting a fully integrated media workflow bettering enabling the business teams to service clients.

The purpose of the Platform Support Specialist role is to ensure the internal customer gets the best level of service for their applications in a cost-effective manner. This role will support and maintain the globally owned media application platforms to ensure that Global Technology are providing a reliable, scalable, maintainable and highly available application services to the business.

This role would be suitable for someone who has been working in media operations.

Key Responsibilities

• First point of contact for customers requesting product enhancement/developments
• Maintain positive relationships with internal customers including all comms regarding releases and new feature development plans
• Ensures the service delivered meets the service level agreements and work with the supplier to fix it where it doesn't
• Identify customer needs within the business and address feedback
• Determine ways to drive efficiency without sacrificing customer satisfaction
• Build partnerships with the third-party supplier team to identify solutions for issues that arise
• Manage the delivery of all support services for defined applications and platforms ensuring elevated levels of performance and availability that meet agreed SLAs
• Work with support resources and third-party suppliers to ensure internal customers can resolve issues
• Proactively monitor the platforms and create proposals to ensure application performance is maintained
• Works across teams, peers, and vendors to help continue the development of a Continuous Improvement ethos making the support services we provide best in class with a proactive approach
• Ensure application documentation is maintained and stored in central repository
• Proactive management of applications including performance, scalability, capacity, compliance, security, supportability, and maintainability
• Work with supplier to ensure all data is accounted for during the transition to the satisfaction of future audits and present data to the business for signoff
• Develops the data migration strategy

Skills & Qualities

Media/Technology Related:

• Minimum of 2 years' experience in delivering in a fast-paced media agency environment
• Previous experience working with stakeholders of various backgrounds and varying levels of experience
• Previous experience using or managing media planning/buying software
• Experience in generating and maintaining process documentation
• Exposure to software management
• Experience working with third party technology suppliers would be highly beneficial

Soft Skills:

• Excellent stakeholder relationship management and communication skills
• Confident having difficult conversations and challenging assumptions
• High attention to detail & organised
• Detailed planning approach to day-to-day activities
• Ability to work autonomously and a self-motivator who is proactive with a positive attitude
• Ability to manage multiple projects and work to tight deadlines
• Methodical thinking and planning approach to problem solving
• Ability to work cooperatively within diverse teams
• Takes ownership of their own development

What we offer

This is a permanent role and will be based on occasion from our office in London on a hybrid basis. As well as a competitive salary, you'll enjoy a benefits package that you can tailor to your needs which includes:

• Competitive Salary
• Company-provided Medical Healthcare
• Generous Pension provisions
• Health and Wellness benefits
• Volunteering days
• Life Assurance
• Working in diverse teams where you can make a real impact.
• Exciting and rewarding environment.
• Varied work across industries

Inclusion and Diversity

Our diverse and inclusive culture enables our employees to bring their whole selves to work and be proud of doing so. For us, this is the foundation for great innovation which, in turn, generates better outcomes for our people, partners and communities. This is why we encourage applications from people with disabilities, and of all ages, nationalities, backgrounds and cultures.

We are happy to discuss flexible and agile approaches to working for all our roles - we can't promise we will be able to offer you everything you want or need but we do promise to discuss it with you openly and honestly. If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our recruitment teams.

About dentsu

Taking a people-centered approach to business transformation, we use insights to connect brand, content, commerce and experience, underpinned by modern creativity. As part of Dentsu Group Inc. we are headquartered in Tokyo, Japan and our 65,000 employee-base of dedicated professionals work across four regions (Japan, Americas, EMEA and APAC). Dentsu combines Japanese innovation with a diverse, global perspective to drive client growth and to shape society.

Diversity, equity, and inclusion sits at the heart of our Social Impact strategy - our fully integrated sustainability strategy which includes our ambition to build a fair and more equal society, where everyone is equipped to thrive.

Location:
London

Brand:
Global Technology

Time Type:
Full time

Contract Type:
Fixed Term Contract (Fixed Term)]]>