Service Delivery Manager
Service Delivery Manager
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USD 92800 - 141800
1 Vacancy
Job Description
At Diversified we dont just follow tech trends we set thembyleveraging the best in technology and ongoing advisory services to transform businesses. Our comprehensive suite of solutions is engineered to help our clients build connections that make a difference whether by inspiring viewers engaging associates motivating audiences or streamlining and safeguarding operations.
Our dedicated teams craft solutions experienced by millions every day including:
- Delivering the fan experience at one of 100 sports facilities for the NFL MLB NBA NHL MLS NCAA
- Building the firstfly pack broadcast systemtransportable by air bringing the 2022 World Cup and Super Bowl into homes across the world
- Engineering the first highdensity pixel canvas to display HD content at that scale for theVornado Marriott MarquisLED Display in Times Square NY
- Empowering and monitoring communication and collaboration solutions within multinational companies around the globe
Founded in 1993 were a global organization serving local needs with associates worldwide. Learn more atonediversifiedand follow us onLinkedInandTwitter.
What part will you play
This Service Delivery Manager (SDM) be responsible for successfully representing and leading highly talented OnSite Media Support Teams. The SDM will manage onsite 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 will you be doing
- Manage U. S. On Site Workplace/Media 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 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 servicerelated activity across the enterprise.
- SDM will provide insight/reporting of onsite activities. Host Biweekly 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 to 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 breakfix 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 Francisco CA
- Role requires the ability to move 5075lbs of equipment as needed.
- Travel/Mobility necessary.
What do we require from you
Education/Certifications:
- Bachelors degree or equivalent experience
- Industry certifications such as ITIL CTS MSCerts are preferred
Required Experience:
- 5 years in an Audio Visual/Video operation Account management Productions Studio Operations Management technology managerial role or similar
Desired Knowledge Experience and Skills:
- Familiarity with AV Systems and Meeting Support
- 5 years of experience in onsite service delivery
- 2 years management leadership of onsite service personnel P&L responsibility
- Experience with recruitment employee management and general HR concepts preferred.
- People leadership skills technical capability professionalism selfmotivation selfdiscipline 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 fastpaced 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)
To learn more about becoming part of the Diversified team visit us at http://diversifiedus/about/careers/or email us at .
Diversified is an equal employment opportunity employer and all aspects of employment will be based on job requirements individual qualifications merit performance and business needs. We provide equal employment opportunities to all employees and applicants without regard to race color religion national origin gender sexual orientation gender identity veteran status age disability or genetic information or any other applicable characteristic protected under federal state or local law. We celebrate diversity and encourage people of all backgrounds to apply for available positions. Individuals needing assistance or an accommodation to complete an application due to a disability may contact Human Resources at.
Our compensation ranges reflect the cost of labor across several US geographic markets. The pay details below range from our lowest geographic market up to our highest geographic market. Pay is based on several factors including market location and may vary depending on jobrelated knowledge skills and experience depending on the position offered and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits.
Other details
- Job FamilyCustomer and Product Support
- Job FunctionAccount Management
- Pay TypeSalary
- Min Hiring Rate$92800.00
- Max Hiring Rate$141800.00
Required Experience:
Manager
Employment Type
Full-Time
