About this role

Company Description

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

Job Description

We are seeking a senior, hands-on Service Delivery Manager to own the "run" end to end across all of Media Measurement, including Recombine. This is an analysis-grade leadership role: you own the run specifications — not the build — and carry everything that keeps services running, so delivery teams no longer carry the night. You will consolidate today's fragmented support functions (Currency Support MSS / TC / Meter, HUB production, local ops) into one cost-sustainable global support organization.

Key Responsibilities

- Own incident management end to end, from detection to closure: one named owner per incident, a defined communications protocol (who informs whom, and when), bridge calls, and closure of all post-incident actions
- Establish and maintain BCP / DR for every platform: documented, tested, with known RPO / RTO, and audit-ready for client and JIC audits (Risk Connect)
- Define and publish SLAs for every service, assuming SLA ownership unless otherwise agreed for special situations
- Implement an on-call model in every team so odd-hour fixes no longer depend on goodwill
- Serve as the single point of contact per service for stakeholders, removing the need for org-chart knowledge to get answers
- Build global, currency-level monitoring and alarming so problems are detected before markets report them
- Test, monitor, and provide DR for what product and delivery build — without owning product requirements
- Merge today's fragmented support functions (Currency Support MSS / TC / Meter, HUB production, local ops) into one unified, cost-sustainable support organization covering all of MM, including Recombine
- Drive continuous reduction in reliance on L3 experts: increase the share of incidents resolved without pulling experts quarter over quarter, ensuring every expert involvement leaves a runbook or automation behind
- Build support capacity that runs on its own analyst capability, able to trace data end to end (access + catalog)

Qualifications

- Senior architectural depth: able to personally trace pipelines and build the DR / RPO component map
- Deep operations expertise: incident, problem, and escalation management; monitoring; and on-call design
- Strong domain literacy: knows which team owns what and acts as the gatekeeper who decides when an expert is genuinely needed
- Ownership temperament: stays with the problem until solved and remains visibly accountable for work done by other hands
- Boundary discipline: able to refuse scope without refusing responsibility
- Experience operating at M6 level, consolidating fragmented support functions into one organization
- Proven ability to run cost-sustainable support operations at scale
- Excellent stakeholder communication and management skills

Success Measures (First 12 Months)

- Every service has a published SLA; every platform a tested DR; audits pass without fire drills
- Every incident has one named owner; leadership never learns of an incident from a group chat
- Share of incidents resolved without pulling L3 experts rises quarter over quarter; every expert involvement leaves a runbook or automation behind
- Stakeholder test passed: one contact per service, no org-chart knowledge needed to get an answer
- Support runs on its own analyst capacity, able to trace data end to end (access + catalog)

What This Role Is Not

- Not a PMO, an administrator, a meeting convener, or a number collector
- Does not own product requirements or the build — owns the run

Additional Information

- Enjoy a flexible and rewarding work environment with peer-to-peer recognition platforms
- Recharge and revitalize with wellness plans made for you and your family
- Plan your future with financial wellness tools
- Stay relevant and upskill yourself with career development opportunities

Additional Information

- Enjoy a flexible and rewarding work environment with peer-to-peer recognition platforms.
- Recharge and revitalize with help of wellness plans made for you and your family.
- Plan your future with financial wellness tools.
- Stay relevant and upskill yourself with career development opportunities.

Our Benefits

- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee-Assistance-Program (EAP)

Our Benefits

- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee-Assistance-Program (EAP)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/

About NIQ

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion