Broadcasting Center Europe (BCE) is a European leader in media services, system integration and software development in the areas of television, radio, production and postproduction, telecommunication and IT.

With its extensive experience on the media market, our team provides high-quality services and will always find the solution that matches your project and budget.

With more than 200 highly qualified and motivated people, BCE serves about 400 clients in various sectors, such as TV channels, radio stations, film distributors, producers, advertising companies, telecommunications operators and public services.

BCE is part of RTL Group, leader across broadcast, content and digital. Job description

• Act as the main service delivery contact for assigned customers throughout the service lifecycle, aligning customer expectations with operational delivery capabilities across internal teams.
• Manage and monitor Service Level Agreement metrics, ensuring incidents, requests, and escalations are handled according to agreed priorities, with consistent ticket quality, categorisation, and escalation paths.
• Coordinate high-priority incidents, recurring issues, and escalations across internal teams and external providers, ensuring clear ownership, structured follow-up, and timely communication throughout.
• Prepare and share service performance reports, SLA follow-ups, incident summaries, and improvement actions with customers and internal stakeholders.
• Organize and lead regular service review meetings with customers to review performance, risks, open points, satisfaction, and improvement opportunities.
• Support customer onboarding, service readiness, and operational handover by ensuring that support processes, documentation, escalation paths, monitoring needs, and SLA expectations are properly defined.
• Identify recurring issues, service bottlenecks, SLA risks, and operational weaknesses, and drive corrective actions in collaboration with the relevant teams.
• Support continuous improvement initiatives, including process standardization, automation opportunities, service quality improvements, and stronger operational governance.