Trenton - Service Delivery Manager

Description:

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.

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

• 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 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.