Service Delivery Manager

Service Delivery Manager

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

The Service Delivery Manager is primarily responsible for overseeing the onsite delivery teams to ensure that contracted services are delivered in accordance with agreed expectations and SLAs. Day-to-day responsibilities include:

• Reporting to, partnering with, and taking work direction from the account Director of Customer Success
• Providing tactical oversight of virtual and onsite resources performing break/fix and event services
• Actively partnering with AVI-SPL's Global Operations leadership team to assure maximum cooperation and alignment
• Actively partnering with the account Senior UCC Engineering Leader and the AVI-SPL Engineering leadership team to assure maximum cooperation and alignment
• Promoting and driving team collaboration and maintaining high team morale
• Developing, adopting, and delivering rigorous, best practice ITIL-based operational processes with the Global Operations leadership team
• Actively utilizing and contributing to the improvement of all other applicable ITIL-based processes used on the account
• Assisting with the creation and ongoing success of a 'follow-the-sun' operational Incident and Request management model
• Contributing to the identification, reporting, and implementation of Continuous Service Improvement (CSI) items
• Helping foster the use and ongoing improvement of formal project management approaches on the account
• Maintaining an organized and professional environment where all service delivery teams perform to both AVI-SPL and the customer's values and standards of excellence
• Actively engaging with the customer's staff to drive service adoption and maximize value realized
• Strongly supporting AVI-SPL's sales activities through a thorough understanding of current customer needs and expected outcomes
• Owning the process for, and accurate counting of, applicable contractually obligated Resource Units
• Actively collecting, interpreting, and operationalizing data from all available sources
• Driving 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
• Driving the creation and ongoing enhancement of all service delivery documentation ensuring close alignment and cooperation with the account Business Process Architect
• Assisting in the creation of Root Cause Analysis and driving/reporting of resulting corrective actions across the domains of process, people, and tools
• Assisting, and providing backup to, the Director of Customer Success as needed
• Positively interacting with, and driving a standard operating model, with other regional AVI-SPL operational leadership and team members
• Other duties assigned as needed

What We're Looking For:

Must-haves include:

• 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
• 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

Nice-to-haves include:

• Minimum of a high school diploma or equivalent is required
• Bachelor's degree in Accounting, Finance, Business, or related field is preferred
• Experience in 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

Why You'll Like Working Here:

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

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor. AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account.