Job Description
Description WHO WE ARE
AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevateexperiences,create new value, and enableorganizations 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.
Day-To-Day Responsibilities:
Report to, partner with and take work direction from the account Director of Customer Success
Promote and drive team collaboration and maintain high team morale
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
Own and manage the hiring, allocation and HR management of the resources that report to SDM, including onsite and remote teams
Provide tactical oversight of onsite and remote resources
Team leadership - approve timesheets, performance review and goal setting activities
Active cooperation with the HR team - open new positions, selection of candidates and organisation of interviews, onboarding of new employees
Active partnering with AVI-SPL’s Global Operations leadership team and UCC Engineering to assure maximum cooperation and alignment
With the Global Operations leadership team, develop, adopt, deliver and utilize rigorous, best practice ITIL-based operational processes
Actively contribute to the identification, reporting and implementation of Continuous Service Improvement (CSI) items
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
Coordinate 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
Communicate and notify local stakeholders about the major issues and challenges impacting client environment
Active cooperation with the internal AVI-SPL teams (e.g. HR, finance)
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
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 balance multiple tasks with changing priorities
Ability to work and think independently and ensuring meeting 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
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.
Minimum 5 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
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.
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Job Tags
For contractors, Work at office, Local area, Remote work,