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
• Provide tactical oversight of virtual and onsite resources performing break/fix and event services
• Active partnering with AVI-SPL’s Global Operations leadership team to assure maximum cooperation and alignment
• Active partnering with the account Senior UCC Engineering Leader and the AVI-SPL Engineering leadership team to assure maximum cooperation and alignment
• Promote and drive team collaboration and maintain high team morale
• With the Global Operations leadership team, develop, adopt and deliver rigorous, best practice ITIL-based operational processes
• Actively utilize, and contribute to the improvement of, all other applicable ITIL-based processes used on the account
• Assist with the creation and ongoing success of a ‘follow-the-sun’ operational Incident and Request management model
• Actively contribute to the identification, reporting and implementation of Continuous Service Improvement (CSI) items
• As applicable, help foster the use, and ongoing improvement of, formal project management approaches on the account
• 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
• Based on agreed-to relationship mapping, actively engage with the customer’s staff to drive service adoption and maximize value realized
• Strongly support AVI-SPL’s sales activities through a thorough understanding of current customer needs and expected outcomes
• Own the process for, and accurate counting of, applicable contractually obligated Resource Units
• 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
• Drive the creation and ongoing enhancement of all service delivery documentation (including Standard Operating Procedures (SOP), Staff Handbooks, etc…) - ensuring close alignment and cooperation with the account Business Process Architect
• Assist in the creation of Root Cause Analysis and driving/reporting of resulting corrective actions - across the domains of process, people and tools
• Assist, and provide backup to, the Director of Customer Success as needed
• Positively interact with, and drive a standard operating model, with other regional AVI-SPL operational leadership and team members
• Service accountability & ownership of Indianapolis, Concord, Raliegh, Lilly TV and Boston onsite support
• Demonstrable understanding of each unique contract deliverables
• Global problem Management and tracking
• Regular global support staff communication
• Escalations to manufacturer and other Lilly IT teams
• Analyzing Trends and Root cause
• Develop plan to drive down top incident drivers
• Maintain alignment with Customer objectives to understand Customer’s pain points & desired outcomes
• Develop and execute remediation plans
• Create Agendas for customer facing global operations calls
• Ensure all AVISPL Service Teams are prepared for customer facing calls
• Hiring/onboarding/offboarding
• Career Path discussions
• Drive a culture of accountability and ownership
• Team Outings
• 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
• Ability to und