At Diversified, we don't just follow tech trends - we set them by leveraging the best in technology and ongoing advisory services to transform businesses. Our comprehensive suite of solutions is engineered to help our clients build connections that make a difference – whether by inspiring viewers, engaging associates, motivating audiences, or streamlining and safeguarding operations. Our dedicated teams craft solutions experienced by millions every day including: Delivering the fan experience at one of 100+ sports facilities for the NFL, MLB, NBA, NHL, MLS, NCAA Building the first fly pack broadcast system transportable by air - bringing the 2022 World Cup and Super Bowl into homes across the world Engineering the first high-density pixel canvas to display HD content at that scale for the Vornado, Marriott Marquis LED Display in Times Square, NY Empowering and monitoring communication and collaboration solutions within multi-national companies around the globe This Service Delivery Manager (SDM) will be responsible for successfully representing and leading highly talented On-Site Media Support Teams. The SDM will manage on-site team personnel and act as a liaison to Diversified to ensure the employee feels part of Diversified while working on site daily at the client location. What will you be doing? Manage U.S. On-Site Workplace/Media team personnel and act as liaison between the client and Diversified ensuring that employees feel they are part of Diversified while still working every day at the client site. Responsible for the fulfillment of the client SOW requirements, as it relates to the talents and skills needed to deliver. Responsible for delivery of services with On-Site personnel. Interview and place candidates for Service clients. Write and modify job descriptions, post, interview for skills and fit. Collaborate with internal stakeholders and customers to create standards for employee onboarding to deliver committed On-Site Services. Ensure employee logistics, set client expectations, hours of operations and manage overtime and billing. Oversee onboarding activities such as badging, security requirements, etc. Develop training plans to ensure team members are meeting their KPIs within client needs and committed SOW. Manage overall SLA compliance for service to monitor and track performance. Manage and schedule operations to ensure action items are being administered/performed timely and efficiently. Provide expertise in transforming client requirements into actionable operational trackable deliverables, be the central point of reporting for service-related activity across the enterprise. SDM will provide insight/reporting of onsite activities. Host Bi-weekly, Monthly and Quarterly Business Reviews (QBRs) to present our SLAs, overall project(s) status, next quarter focus, areas that need attention. Develop ways for onsite team to track metrics of the event production team in scheduling, forecasting, and reporting on capacity planning for both people and equipment requirements. Identify needs and support creation of team structure as Services expands (supervisors, managers, team leads). Specific metrics such as number of meeting requests, break-fix cases and A/V room sweeps including client user survey comments are pulled from the client ticketing system and AV dashboards to show performance statistics for all Diversified AV technicians as well as all client sites with AV case requests globally. Ensure client satisfaction is maintained. Ensure proper accounting of resources, bill rates, utilization and tracking is in place. Provide insight, coaching and professional development to team to enhance knowledge and technical skills. Employee development and mentoring of professional goals for individual contributors. Contract Management for Internal Diversified Coordination & Deliverables. Risk Management and Issue tracking. Physical Working Environment/Location: Role requires the ability to move 50-75lbs of equipment as needed. Travel/Mobility necessary. What do we require from you? Education/Certifications: Industry certifications such as ITIL, CTS, MS-Certs are preferred. Required Experience: 5+ years in an Audio Visual/Video operation, Account management, Productions, Studio Operations Management, technology managerial role or similar. Desired Knowledge, Experience and Skills: Familiarity with AV Systems and Meeting Support. 5+ years of experience in onsite service delivery. 2+ years management, leadership of onsite service personnel + P&L responsibility. Experience with recruitment, employee management, and general HR concepts preferred. People leadership skills, technical capability, professionalism, self-motivation, self-discipline, focus and attention to detail. Working knowledge of SOWs, Contracts, Managed Services and Deliverables is a major asset. Experience working within a ticketing system and managing service tickets/incidents. Ability to shift quickly between tasks in a fast-paced environment. Ability to organize and schedule work & personnel effectively. Experience working in a corporate environment is an asset. Strong Microsoft Office skills are required (PPT, Excel especially). Diversified is an equal employment opportunity employer and all aspects of employment will be based on job requirements, individual qualifications, merit, performance and business needs. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, veteran status, age, disability or genetic information, or any other applicable characteristic protected under federal, state or local law. We celebrate diversity and encourage people of all backgrounds to apply for available positions. Individuals needing assistance or an accommodation to complete an application due to a disability may contact Human Resources. Our compensation ranges reflect the cost of labor across several US geographic markets. The pay details below range from our lowest geographic market up to our highest geographic market. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills and experience depending on the position offered, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. #J-18808-Ljbffr Diversified
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