AV & Events Delivery Manager

What this job entails:

The AV Delivery Manager will oversee daily AV service operations for a major global Astreya client. This client-facing position necessitates adept management of both client and employee expectations. The role demands strong leadership, multitasking, prioritization, and communication skills to effectively direct diverse teams.

The successful candidate will lead a team of AV Technicians and other support staff, demonstrating a solid understanding of the AV industry and proficiency with leading tools and technologies. This role also involves real-time customer issue resolution, coupled with mentoring and developing staff to ensure consistent responsiveness and attentiveness to customer stakeholders. Additionally, the Service Delivery Manager will collaborate with internal Astreya leadership to refine the AV offering and foster growth into new target accounts.

Your roles and responsibilities:

• Maintaining agreed upon service level agreements

• Maintain agreed key operational metrics, reporting and cadence, set targets and continuously improve; present operational metrics on an agreed regular basis to Client Leadership.

• Ensure that all program and operational documentation is up-to-date and that all program participants are fully trained on processes and procedures including but not limited to Playbook, Incident Management SOP, Problem Management SOP & Change Management SOP.

• Carry out continuous service improvement processes and implement changes to processes and workflows as necessary.

• Root Cause Analysis - Identify and solve issues that impact the Client's AV Spaces.

• Ensure that hardware or software issues that are outside of our SOW are escalated to the relevant team.

• Must be able to effectively collaborate with internal (Astreya) team members as well as Client Team members.

• Develop strategic planning in relation to the program in conjunction with other AV Stakeholders.

• Strategic administration and general management issues, which will include the day-to-day supervision of a large, distributed team and overseeing their work output.

• Responsible for fostering and maintaining an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting & managing performance expectations.

• Staff development by training/mentoring the team on standards and best practices that apply to both the industry and our client.

• Hold regular team meetings to discuss key initiatives.

• Ensure adherence to Astreya and client policies and procedures.

• Flexibility to work outside the job description as needed.

• Leads the collaborative, dynamic planning process – prioritizing the work that needs to be done against the capacity and capability of the team

• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Qualifications:

• Bachelor’s degree (B.S/B.A) from four-college or university and 8+ years’ related experience and/or training; or equivalent combination of education and experience 

• Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company. 

• Must be able to lead a cooperative effort among members of a support team.

• A track record of successfully managing the delivery of AV & Event support services

• Proven track record of implementing and leading improvements throughout the service lifecycle

• Able to identify projects at risk and take appropriate action to recover, often working across divisional boundaries

• Strong technical knowledge of enterprise AV, including but not limited to help desk, ticket and incident management, AV/VC, and asset management. 

• Strong analytical, organizational, communication and presentation skills. 

• Highly adaptable with the ability to effectively manage multiple concurrent work streams. 

• Strong business acumen and the ability to provide operational, technical and financial oversight. 

• Proven leadership skills with the ability to motivate, lead, develop, direct and position people