Service Delivery Manager

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 is primarily responsible for overseeing the onsite delivery teams to ensure that contracted services are delivered in accordance with agreed expectations and SLAs.

Service Delivery Manager (SDM):

This business model outlines the structure and operations for a Service Delivery Manager (SDM) role based in Phoenix, AZ, managing PNC Bank service cases across North America. The SDM will oversee case openings, fact-finding, learnings and, in time, provide response to simple L1 technical dispatch for Greater Phoenix area to ensure efficient resolution, compliance, and customer satisfaction. The model emphasizes scalability, centralized operations, and alignment with PNC Bank’s service goals.

1. Value Proposition

The SDM role delivers:

• Efficient Case Management: Centralized oversight of case resolution to meet and enhance customer experience.
• Insightful Case Analysis: Identifies trends to improve processes and prevent recurring issues.
• Accurate Fact-Finding: Ensures compliance and informed decisions through thorough investigations.
• Customer Satisfaction: Builds trust via timely, transparent case handling.
• Operational Excellence: Aligns with PNC Bank’s standards across North America.

2. Target Market

• Primary Client: PNC Bank’s service operations across North America (US, Canada, Mexico).
• Customer Segments: Internal stakeholders (site managers, CDS, Digital workplace leadership) and external clients (individuals, businesses) with service issues (e.g., account disputes, transaction errors).
• Geographic Focus: North America, managed from Phoenix, AZ.

3. Key Activities

The SDM will:

1. Case Openings: Log, categorize, and assign cases in PNC’s Service Now, escalating as needed.
2. Case Learnings: Analyze outcomes to identify trends and propose process improvements.
3. Case Fact-Finding/Presenting: Investigate issues, ensuring compliance with regulations
4. Stakeholder Collaboration: Coordinate with regional PNC teams and leadership for alignment.
5. Process Optimization: Establish and Implement DWL(Digital Workplace Library) based processes and continuous service improvements.

6. Key Metrics

• Customer Satisfaction (CSAT): ≥90% via feedback surveys.
• Case Volume: 40–60 cases/month across North America.
• Increased T&M revenue

Implementation Plan:

1. Recruitment/Onboarding (Month 1): Hire SDM, train on  AVI-SPL and PNC systems, standards designs, compliance
2. Further Training (Months 2–3): AVI-SPL CSD to train on SNOW, Help Desk processes, service needs to know. Establish AV training a certification need for L1 technician—developed by CSD and AVI-SPL engineers.
3. Proof of Concept Running Phase (Months 4–6): Demonstrate value add to the service geo of GSAP team.
4. Full Deployment Funded by PNC Bank: Manage North American case volume, implement CSI.
5. Continuous Improvement: Monthly, Quarterly reviews of data to improve processes/procedures with the bank stakeholders.

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), 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
• 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.