Service Delivery Manager (must be located on the East coast)

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 Service Delivery Manager (SDM) plays a dual leadership role, with primary responsibility for managing the Client account and ensuring all contractual obligations are met. Equally important is the oversight and development of the onsite service delivery team, ensuring high performance, alignment with Client expectations, and adherence to AVI-SPL’s standards of excellence.

The SDM serves as the dedicated point of contact for the Client, driving service quality, operational alignment, and continuous improvement across all aspects of the engagement.

Day-To-Day Responsibilities: 

• Report to, partner with and take work direction from the Regional Service Director
• Serve as the primary point of contact and escalation for all service-related matters with the Client, including incidents, changes, and billing.
• Coordinate cross-functional teams to meet Client’s global service requirements and ensure consistent service quality.
• Conduct regular service reviews and deliver quarterly performance reports to evaluate SLAs and identify improvement opportunities.
• Ensure strategic alignment of service delivery with the Client’s evolving business goals and operational needs.
• Lead problem and change management processes, including root cause analysis and controlled implementation of service changes.
• Drive continuous service improvement and process optimization in collaboration with Client stakeholders.
• Facilitate collaboration and communication between AVI-SPL and Client support teams to resolve escalations efficiently.
• Oversee the development and enhancement of service delivery processes and documentation to support contractual obligations.
• Provide tactical oversight and management of 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
• Actively contribute to the identification, reporting and implementation of Continuous Service Improvement (CSI) items
• 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
• Positively interact with, and drive 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: 

• 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, Power Point), Microsoft Project and Adobe Acrobat
• Valid Driver’s License and a Motor Vehicle Record that meets AVI-SPL driving standards

Nice-To-Haves: 

• 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
• ITIL Certification
• 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 and dental 
• Paid holidays, sick days, and personal days 
• 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. 

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 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.