Service Delivery Manager

• Report to, partner with and take work direction from the account Director of Customer Success
• Provide tactical oversight of virtual and onsite resources performing break/fix and event services
• Active partnering with AVI-SPL’s Global Operations leadership team to assure maximum cooperation and alignment
• Active partnering with the account Senior UCC Engineering Leader and the AVI-SPL Engineering leadership team to assure maximum cooperation and alignment
• Promote and drive team collaboration and maintain high team morale
• With the Global Operations leadership team, develop, adopt and deliver rigorous, best practice ITIL-based operational processes
• Actively utilize, and contribute to the improvement of, all other applicable ITIL-based processes used on the account
• Assist with the creation and ongoing success of a ‘follow-the-sun’ operational Incident and Request management model
• Actively contribute to the identification, reporting and implementation of Continuous Service Improvement (CSI) items
• As applicable, help foster the use, and ongoing improvement of, formal project management approaches on the account
• Maintain an organized and professional environment where all service delivery teams perform to both AVI-SPL and the customer’s values and standards of excellence
• Based on agreed-to relationship mapping, actively engage with the customer’s staff to drive service adoption and maximize value realized
• Strongly support AVI-SPL’s sales activities through a thorough understanding of current customer needs and expected outcomes
• Own the process for, and accurate counting of, applicable contractually obligated Resource Units
• Actively collect, interpret and operationalize data from all available sources - monitoring and management tools, ITSM tools (e.g. ServiceNow) team resource utilization, the customer and other sources
• Actively drive scheduled internal and external operations meetings - based on the use of agendas, meeting preparation, effective operational analysis and collaborative teaming with internal and customer team members
• Drive the creation and ongoing enhancement of all service delivery documentation (including Standard Operating Procedures (SOP), Staff Handbooks, etc…) - ensuring close alignment and cooperation with the account Business Process Architect
• Assist in the creation of Root Cause Analysis and driving/reporting of resulting corrective actions - across the domains of process, people and tools
• Assist, and provide backup to, the Director of Customer Success as needed
• Positively interact with, and drive a standard operating model, with other regional AVI-SPL operational leadership and team members
• Other duties assigned as needed

• Ability to direct a team towards a cohesive set of strategic objectives and maintain efficient timelines in the completion of tasks
• Ability to understand and leverage existing Company systems to provide solutions to the business and recommend new systems when required
• Proven ability to significantly contribute toward or lead operation initiatives with a results oriented approach
• Demonstrated leadership and management skills in a team-oriented, collaborative environment
• Exceptional strategic thinking and structured problem solving skills
• Ability to negotiate conflict and maintain constructive working relationships with people at all levels of the organization
• Ability to manage and direct projects to completion
• Excellent strategic thinking and structured problem-solving skills
• Ability to balance multiple tasks with changing priorities
• Ability to work and think independently and ensuring to meet deadlines
• Strong organizational skills and excellent attention to detail
• Must have clear and professional communication skills (written and oral) both internally and externally
• Effective communication and interaction with employees, clients, and colleagues and the ability to work effectively with all levels of the organization
• Demonstrated customer service focus and client communication skills
• Ability to handle sensitive and confidential information
• Troubleshoot and solve project related issues
• Proficient with Microsoft Office (Word, Excel, Outlook), Microsoft Project and Adobe Acrobat
• Valid Driver’s License and a Motor Vehicle Record that meets AVI-SPL driving standards

• Minimum of a high school diploma or equivalent is required. Bachelor’s degree in Accounting, Finance, Business or related field is preferred
• Experience is Sales or Business Development required
• Minimum 5 - 7 years of Management experience in similar or related field
• Experience in the AV industry is preferred
• Experience operating in a complex matrix business environment is desirable
• Excellent PC skills, proficient in Microsoft applications including Microsoft Project
• Valid Driver’s License and a Motor Vehicle Record that meets AVI-SPL Driving Privileges standards

• Medical benefits, including vision
• Paid holidays, sick days, and personal days
• Enjoyable and dynamic company culture
• Training and professional development opportunities

AVI-SPL