Manager, Senior Services Project

WHO WE ARE

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. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

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.

WHAT YOU’LL DO

The Senior Service Project Manager is responsible for full project lifecycle ownership of complex service transition and delivery projects. This includes oversight of project planning, scheduling, budgeting, risk management, reporting, change control, and stakeholder communications. This role ensures projects are executed on time, within budget, and aligned with contractual obligations and customer expectations.

Serving as the primary point of contact for high-value clients and internal stakeholders, the Senior Service Project Manager is instrumental in driving service excellence, fostering customer relationships, and leading continuous improvement initiatives. This role also provides mentorship to junior project managers and supports strategic accounts within a global service environment.

Day-To-Day Responsibilities:

• Build and maintain strong relationships with customers, focusing on enhancing perception of service quality, responsiveness, problem-solving, and on-time delivery.
• Analyze and interpret project contracts and Statements of Work (SOWs) to develop detailed delivery plans, allocate resources (internal and third-party), and manage project budgets.
• Lead project kickoff meetings and align cross-functional stakeholders including Sales, Engineering, Technical Support, Finance, and external partners.
• Own the coordination and execution of all project activities to ensure successful and timely outcomes in line with company procedures and customer expectations.
• Act as the primary communicator with the customer throughout the project lifecycle, including managing change orders, providing regular updates, and conducting site visits as needed.
• Monitor project progress weekly, identify risks or issues, and lead resolution efforts to maintain financial and timeline goals.
• Immediately escalate potential claims, large cost impacts, or risk exposures to senior management.
• Ensure all scope changes, cost variances, or contractual amendments are processed in accordance with established change control procedures.
• Maintain responsibility for resolving all project-related issues until final resolution.
• Generate and deliver status reports to internal leadership and clients, providing transparency on project health.
• Maintain comprehensive records and documentation related to project activities, decisions, and communications.
• Champion continuous process improvement initiatives to reduce cost, streamline workflows, and improve project outcomes.
• Respond to customer inquiries promptly and professionally, ensuring all communication is acknowledged by the end of each business day.
• Drive successful project outcomes that improve customer satisfaction and contribute to high Net Promoter Scores (NPS).
• Mentor and support junior project management staff, contributing to knowledge-sharing and team growth.
• Lead service project delivery for complex, high-profile, or global accounts (GSAP clients).
• Perform additional tasks, responsibilities, and projects as needed to support the team and organization, ensuring flexibility in adapting to evolving priorities and objectives.

Items to Consider:

• 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.
• This position will generally work on customer sites and may deal with a construction site type of work environment.

WHAT WE’RE LOOKING FOR

Must-Haves:

• Proven leadership experience in a senior project management role with a strong sense of ownership and urgency.
• Exceptional project management capabilities with attention to detail, time management, and organizational skills.
• Excellent verbal and written communication skills, with a track record of successful client engagement and negotiation.
• Strong analytical and problem-solving skills, with the ability to make informed decisions under pressure.
• Deep understanding of financial aspects of project management, including revenue recognition, cost control, and margin tracking.
• Experience coordinating internal teams and third-party resources across multiple time zones and regions.
• Demonstrated ability to manage changing priorities and work in high-pressure environments.
• Experience in value stream mapping and continuous process improvement.
• Strong business ethics and alignment with AVI-SPL’s core values.
• Flexibility to work varied hours as needed in support of global project delivery.
• PMP certification (required)
• ITIL certification (required)
• Bachelor’s degree or equivalent experience (minimum 8 years in project management roles)

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  Nice-To-Haves:

   

  • Knowledge of AV, video conferencing, networking, or digital signage technologies.
  • Comfortable presenting to and communicating with executive-level stakeholders.
  • Willingness to travel as needed for project delivery or customer engagement.
  • Fluency in an additional language relevant to a core AVI-SPL office location (e.g., German, French, Spanish)

   

  WHY YOU’LL LIKE WORKING HERE

   

  • Medical benefits, including vision and dental
  • Paid holidays and Paid Time Off
  • Enjoyable and dynamic company culture
  • Training and professional development opportunities

   

  MORE ABOUT US

   

  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.

   

This pay range represents the base salary for this position. Actual compensation within the range will depend on a variety of factors including but not limited to experience, skills, and location.