Managed Event Services, Service Delivery Manager

Why Patients Need You

Colleague Services is a global, service-oriented team, uniquely positioned to understand how digital services are consumed, enabling Colleagues to use innovative and transformative technology solutions to effectively deliver business outcomes. The Colleague Services team is responsible for our Service Desks, On-Demand support, Event support and on-site services to ensure all colleagues have the tools and support they need to operate.

What You Will Achieve

The Managed Events Services, Service Delivery Manager is the primary customer interface responsible for the delivery of managed event services, including but not limited to audio conferencing, video conferencing, webcasting and the MS Teams suite of meeting tools and services. In addition, this role is responsible for the development and delivery of technical production solutions to meet customer/business event requirements, coordination of conferencing and event services for global internal broadcasts and other major (videoconference, audio conference, web-conferencing and webcast) events. This customer service-focused Manager will work in partnership with internal and external users, client partners, regional liaisons, a global team and external service providers to plan and produce high-quality events and managed meetings such as: town halls; global broadcasts; onsite, offsite and hybrid meetings - while ensuring the delivery of high-quality services and production value.

How You Will Achieve It

• - Produce on-site, off-site and hybrid events using production software, video conferencing hardware, audio/video mixers and more to deliver high-value and seamless managed events.

• Work with vendors, as appropriate, to deliver and produce managed events

• Coordinate with and aid local site technical support resources to ensure meetings and events are covered with respect to a “meet and greet” service and general troubleshooting of conference room technology, problems and incidents

• Ensure continuity of service delivery globally for managed events and video conferencing

• Build and maintain relationships with internal and external resources needed to ensure successful delivery of conferencing and collaboration services globally

• Ensure projects are completed on schedule, within budget and meet customer requirements

• Engage with appropriate groups and resources, as appropriate, to deliver projects, engaging with the business, and facilitating service delivery

• Work with team members and vendors to plan preventive maintenance for the global video conferencing network

• Partner with engineering teams to assess new services and business value of new technologies and equipment, as assigned

• Partner with engineering teams in support of software changes on existing web-conferencing, webcasting and video conferencing platforms, as assigned

• Actively promote global use of conferencing and collaborative services to customers

• Work with various groups as appropriate, both internal and external, to define/upgrade/modify standard and video conference rooms, develop requirements, obtain proposals, oversee installations, and certify video conferencing and related equipment

• Manage vendor(s) and consult on existing and future Webcasting architecture and solutions

• Serve as a partner with many organizations, including Global Workplace Experience globally to ensure conference room services delivered are aligned with global standards, client, and local requirements

• Oversee the Incident Management process, ensuring that conference room and meeting-impacting incidents are addressed and resolved in a timely fashion, both internally and by the vendor

• Assist with root cause and trending analyses for any conference-related incidents and issues

• Provide appropriate communications as needed to business partners and business sponsors regarding relevant application issues, outages, and enhancements.

Qualifications

Must-Have

• Applicant must have a Bachelor's degree with a minimum of five years of relevant experience; OR Master’s degree with three years of relevant experience; OR Associate's degree with five years of relevant experience; OR 10+ years of relevant experience with a high school diploma or equivalent

• Proficient experience in managing a high volume of complex multi-site audio, video, and web-based meetings and events, in a large, global environment

• Proficiency in using production software suites (vMix, OBS) to perform Video Mixing, Switching and Content Share to