Service Delivery Manager, AV

About Diversified:

Diversified is a global leader in audio visual and media innovation, recognized for designing and building the world's most experiential environments. Our award-winning team specializes in delivering solutions for the most complex, large-scale and immersive installations. Serving a global clientele that includes major media organizations and retailers, sports and live performance venues, corporate enterprises, and government agencies, Diversified partners with clients to create spaces that bring people together and keep them coming back.

What to Expect:

At Diversified, we're on a mission to create a world without boundaries, where technology enables all people to connect and experience the moments that matter, wherever they choose to be. With clients spanning the globe and an exciting pipeline of projects across industries, Diversified offers more than just a job. We offer a career path with the flexibility to grow personally and professionally, wherever your ambitions take you.

As a Diversified associate, you'll dive headfirst into big, complex, and rewarding projects that push the boundaries of what's possible. Plus, you'll enjoy a flexible work environment, competitive compensation and benefits, and a culture that celebrates diversity and inclusion.

IF YOU CAN DREAM IT, YOU CAN DO IT AT DIVERSIFIED.

How You'll Contribute:
This Service Delivery Manager (SDM) be responsible for successfully representing and leading highly talented On-Site Audio-Visual Support Teams.

The SDM will manage on-site team personnel and act as a liaison to Diversified to ensure the employee feels part of Diversified while working on site daily at client location.

What You'll Do:

• Manage U. S. On Site Audio Visual team personnel and act as liaison between the client and Diversified ensuring that employees feel they are part of Diversified while still working every day at client site.
• Responsible for the fulfillment of the client SOW requirements, as it relates to the talents and skills needed to deliver. Responsible for delivery of services with On Site personnel. Interview and place candidates for Service clients. Write and modify job descriptions, post, interview for skills and fit.
• Collaborate with internal stakeholders and customers to create standards for employee onboarding to deliver committed to On Site Services. Ensure employee logistics, set client expectations, hours of operations and manage overtime and billing. Oversee onboarding activities such as badging, security requirements, etc.
• Develop training plans to ensure team members are meeting their KPIs within client needs and committed SOW. Manage overall SLA compliance for service to monitor and track performance. Manage and Schedule operations to Ensure action items are being administered/performed timely and efficiently.
• Provide expertise in transforming client requirements into actionable operational trackable deliverables, be the Central point of reporting for service-related activity across the enterprise.
• SDM will provide insight/reporting of onsite activities. Host Bi-weekly, Monthly and Quarterly Business Reviews (QBRs) to present our SLAs, overall project(s) status, next quarter focus, areas that need attention.
• Develop ways for onsite team track metrics of the event production team in scheduling, forecasting, and reporting on capacity planning for both people and equipment requirements Identify needs and support creation of team structure as Services expands (supervisors, managers, team leads). Specific metrics such as number of meeting requests, break-fix cases and A/V room sweeps including client user survey comments are pulled from the client ticketing system and AV dashboards to show performance statistics for all Diversified AV technicians as well as all client sites with AV case requests globally.
• Ensure client satisfaction is maintained.
• Ensure proper accounting of resources, bill rates, utilization and tracking is in place.
• Provide insight, coaching and professional development to team to enhance knowledge and technical skills. Employee development and mentoring of professional goals for individual contributors.
• Contract Management for Internal Diversified Coordination & Deliverables.
• Risk Management and Issue tracking.

Physical Working Environment/Location:

• On Site, Office - San Fransico or NY
• Role requires the ability to move 50-75lbs of equipment as needed.
• Travel/Mobility necessary

What You'll Bring:

Education/ Certifications:

• Bachelor's Degree or equivalent
• Industry certifications such as ITIL, CTS, MS-Certs are an asset

Required Skills/Qualifications:

• 5+ years in an Audio Visual/Video operations, Account management, Productions, Studio Operations Management, technology managerial role or similar is required.
• 5+ years of experience in onsite service delivery
• 2+ years management, leadership of onsite service personnel + P&L responsibility
• Familiarity with AV Systems and Meeting Support
• Experience with recruitment, employee management, and general HR concepts preferred.
• People leadership skills, technical capability, professionalism, self-motivation, self-discipline,
• focus and attention to detail.
• Working knowledge of SOWs, Contracts, Managed Services and Deliverables is a major asset.
• Experience working within a ticketing system and managing service tickets/incidents.
• Ability to shift quickly between tasks in a fast-paced environment.
• Ability to organize and schedule work & personnel effectively.
• Experience working in a corporate environment is an asset.
• Strong Microsoft Office skills are required (PPT, Excel especially).

Preferred Skills/Qualifications:

Industry certifications such as ITIL, CTS, MS-Certs