Job details
Soundmouse – Service Monitoring Executive – Sri Lanka
About Us
Soundmouse is the global standard for music cue sheet management and reporting, trusted by 25,000+ broadcast and music professionals worldwide, including the BBC, Channel 4, ITV, NBC, the NFL, RTL, Sky, Sony, Universal Pictures, and Warner Bros. Discovery. Our proprietary, industry-leading audio recognition technology identifies every music cue in broadcast content and submits compliant cue sheets to 40+ collecting societies globally, cutting admin time by 83%. We’ve been doing this since 2001.
In June 2026, BMI, the world’s leading performance rights organization, acquired Soundmouse from Orfium. We operate independently as part of the BMI family and are at an inflection point: established infrastructure, new backing, and a clear next chapter with global reach to build.
Role
Ensure optimal service delivery by proactively monitoring service performance, identifying and resolving issues, and generating comprehensive reports to maintain client satisfaction and meet service level agreements.
Responsibilities
- Proactively monitor service performance through dedicated dashboards and monitoring tools
- Identify and analyze service disruptions or reliability problems
- Escalate critical issues to the appropriate technical teams for swift resolution
- Track key performance indicators (KPIs) for service availability, response time, and resolution rates
- Generate comprehensive reports on service health and performance, ensuring delivery to clients within agreed SLAs
- Collaborate with internal teams, including IT operations and account management, to maintain optimal service delivery
- Stay updated on service offerings, monitoring tools, and best practices
Requirements
Education & Experience
- Following a diploma/degree or equivalent qualification related to IT and/or Business Management
Technical & Core Skills
- Excellent communication skills in the English language (Verbal / Written)
- Good customer service skills
- Positive attitude and pleasant personality
- Sound knowledge of Microsoft Office packages
- Ability to handle pressure and work with minimum supervision
- Ability to work extra/extended hours
Benefits
- Competitive salary package
- Hybrid work model with flexibility to support your lifestyle
- Comprehensive private health, life, and vision insurance coverage
- The latest tech equipment to support your productivity and creativity
- A collaborative, inclusive, and international work environment
Operational Requirements
- Ability to work according to UK calendars.
- Ability to work in the overnight shift (3.00 p.m. to 11 p.m.).
- Location: Sri Lanka
EEO / Accommodation
At Soundmouse, we are proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates, regardless of race, color, religion, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Why Join Us?
BMI is the nation’s largest performing rights organization, representing more than 1.4 million songwriters, composers and music publishers, and a repertoire of over 25 million musical works.
BROADCAST MUSIC, INC. IS AN EQUAL OPPORTUNITY EMPLOYER:
All applicants will receive equal opportunity for employment without regard of race, color, sex, religion, nationality, age, sexual orientation, gender identity and/or expression, veteran’s or marital status, disability, or any other cultural factor.
Celebrating over 80 years of service to songwriters, composers, music publishers and businesses, BMI® is a global leader in music rights management, serving as an advocate for the value of music. BMI represents the public performance rights in over 25 million musical works created and owned by more than 1.4 million songwriters, composers, and music publishers. The Company negotiates music license agreements and distributes the fees it generates as royalties to its affiliated writers and publishers when their songs are performed in public. In 1939, BMI created a groundbreaking open-door policy becoming the only performing rights organization to welcome and represent the creators of blues, jazz, country, and American roots music. Today, the musical compositions in BMI’s repertoire, from chart toppers to perennial favorites, span all genres of music and are consistently among the most-performed hits of the year.