Onsite Service Delivery Manager - AVI-SPL

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

As the Onsite Delivery Manager, you will lead a team of technical resources embedded within our customers’ businesses to provide comprehensive support for Audio/Visual collaboration technologies. Your primary focus will be on recruiting, hiring, training, and nurturing the growth of your direct reports. You will play a pivotal role in ensuring the seamless delivery of services, maintaining high levels of customer satisfaction through effective team management, coordination, and resolution of technical issues. Strong leadership skills, the ability to foster growth, and cultivate collaborative relationships internally and with clients are essential for success in this role.

Day-To-Day Responsibilities:

• Day-to-day leadership and management of assigned Onsite Managed Services (OMS) staff including interviewing, hiring, performance management, time and expense approvals.
• Foster a culture of belonging and team spirit through frequent recognition and engagement.
• Promote and drive team collaboration and maintain team moral and engagement.
• Support the successful on-boarding of new OMS employees ensuring a smooth transition for both employee and client.
• Develop, adopt and deliver best practice service levels across all teams.
• Solicit and act upon performance feedback from customer stakeholders
• Collaborate with Regional Service Manager, Service Delivery Manager and Account Manager on issues related to account staffing and performance.
• Ensure labor cost alignment against budgeted contract.
• Assist the RSM, SDM and Sales Account Manager on OMS contract renewal pricing.
• Support the coordination efforts to backfill contractual obligations for OMS clients through the Regional Dispatch Coordinator, SDM, and RSM.
• Work with stakeholders and colleagues to effectively manage OMS staffing related incidents and help develop effective incident management processes, aiding improved service delivery.
• Chairing weekly/monthly/quarterly Service Review Meetings with OMS staff.
• Set and monitor individual development plans for assigned OMS Staff to ensure skills meet or exceed the requirements for their role.
• Ensure OMS staff maintain required safety and security clearances and training for assigned customer locations.
• Drive the creation and enhancement of all onsite documentation (including Standard Operating Procedures (SOP) and Onsite Staff Handbooks) ensure documentation processes and procedures are maintained in accordance with customer and AVI-SPL requirements.

WHAT WE’RE LOOKING FOR

Skills and Abilities:

• 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
• Strong interpersonal skills, with the ability to work effectively with all levels of the organization
• Ability to balance multiple tasks with changing priorities
• Ability to work and think independently and ensuring to meet deadlines
• Demonstrated ability to maintain strict confidentiality and handle sensitive matters with discretion
• Excellent attention to detail and organizational skills
• Must have clear and professional communication skills (written and oral) both internally and externally
• Proficient with Microsoft Office (Word, Excel, Outlook)
• Effective communication and interaction with employees, clients, and colleagues and the ability to work effectively with all levels of the organization

Education and/or Experience:

• Minimum high school diploma or equivalent
• Minimum 5 - 7 years of Management experience in similar or related field
• Possess ITIL Certifications
• Experience in IT Service Management (ITSM) is preferred
• Experience in the AV industry is preferred
• Experience operating in a complex matrix business environment is desirable
• Proficient with Microsoft Office and Project with advanced competencies in Microsoft Excel and Power Point.
• Valid Driver’s License and a Motor Vehicle Record that meets AVI-SPL Driving Privileges standards
• Experience in a global and/or complex matrix business environment is desirable

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.