AV Service Delivery Manager

<p><strong></strong>Join our AV Service Delivery team and use your proactive mindset to drive customer success and deliver high-quality projects in a fast-paced environment. If you’re ready to take ownership and grow your career, this is the role for you!<em><em></em></em></p><p><strong>This is what makes the position as AV Service Delivery Manager unique</strong><br/></p><ul> <li>Become the customer’s trusted advisor by building strong relationships and actively contributing to their long-term success</li> <li>Take ownership of your customer accounts and service delivery with the freedom to act independently—supported by clear governance and a skilled virtual team</li> <li>Play a key role in improving service quality and delivery performance, with your input making a real impact on the customer experience</li> </ul><p><strong><br/></strong></p><p>Team spirit is truly at the heart of this department—while each person takes individual ownership, success is achieved through strong collaboration. In a dynamic and sometimes high-pressure environment, the team supports one another with openness, humor, and shared accountability. </p><p>As an AV Service Delivery Manager, you play a key role in this collaborative environment by maintaining and growing customer relationships according to the company’s care model, ensuring high-quality service and customer satisfaction. You manage the entire order-to-delivery process, working closely with internal teams and external partners to deliver seamless project-based services. While much of your work is independent, collaboration with the wider AV virtual team is essential. You lead customer meetings, monitor performance against agreements, manage risks, resolve issues, and drive continuous service improvements. Additionally, you ensure that product, pricing, and logistics are aligned with customer needs and industry standards, delivering efficient and professional AV solutions.</p><p><em><span dir="ltr"><em></em></span></em><br/><strong></strong>My name is Jenny Hiltunen, Hiring Manager for Service Delivery AV Finland. I’m committed to fostering an open, supportive, and inclusive work environment where feedback is valued and team members feel comfortable sharing their views. I focus on continuous development, encouraging my team to grow personally and shape their roles actively.<span dir="ltr"><em></em></span></p><p></p><p><strong>Your role &amp; influence as AV Service Delivery Manager</strong><em><br/><br/></em><span dir="ltr"><em>Responsibility</em>: You will be given responsibility for ensuring end-to-end AV service delivery, acting as the customer’s trusted advisor while coordinating stakeholders to drive satisfaction, operational excellence, and continuous improvement.<em></em><br/><br/><em>Collaboration</em>: Together with your team, you take care of delivering seamless AV service experiences to customers. You'll work closely not only with your immediate colleagues but also with departments such as Sales, Technical Operations, and Procurement, as well as external partners like vendors and subcontractors.<em></em><br/><br/><em>Core activities:</em><br/></span></p><ul> <li><span dir="ltr"><strong>Manage end-to-end AV service delivery</strong>, including coordinating orders and purchases, handling service requests and survey follow-ups, and ensuring smooth execution of the order-delivery chain and invoicing process</span></li> <li><span dir="ltr"><strong>Act as the primary customer interface</strong>, leading customer meetings, managing agreements and SLAs, and serving as the go-to contact for product availability, pricing, and contract-related queries</span></li> <li><span dir="ltr"><strong>Drive continuous improvement</strong> by collaborating with vendors on product forecasting, overseeing subcontractor RFQs and RMA handling, and supporting process development such as returns and contract ending workflows<br/></span></li> </ul><ul> </ul><p><strong>Benefits of joining Dustin</strong><br/><br/>We believe there's more to Dustin than just the benefits listed here. You'll fully understand this once you're with us. Curious? Our <a href="https://jobs.dustin.fi/pages/life-at-dustin">Life at Dustin - Dustin Finland</a> page has you covered.<br/></p><ul> </ul><p><strong>You can find more of our benefits below in the vacancy.</strong></p><p><strong>This is what we imagine you bring to the table</strong><br/></p><p>We envision you as a curious and driven individual who takes initiative to independently manage multiple projects while building strong customer relationships and driving operational excellence.<br/><br/>Additionally, it's important that you have:</p><ul> <li>Working and thinking skills equivalent to a bachelor’s degree level</li> <li>Experience with project-based service delivery and B2B environments</li> <li>Technical skills combined with excellent communication and coordination abilities across technical, commercial, and operational teams</li> </ul><p>Experience is