Role details

Service Delivery Manager - Audio-Visual

New York   •  Permanent

Bullet points

  • Managing teams of AV technicians
  • Multiple sites

About Our Client

Global audio visual integration and managed services for corporate, retail and government organizations.

Job Description

The Service Delivery Manager's responsibilities include, but are not limited to:

Team Management:

  • Manage on-site technicians to deliver exceptional service levels
  • Develop, adopt and deliver best practice service levels across all teams
  • Manage new sites on-boarding ensuring a smooth service transition
  • Lead staff recruitment and selection

Team Development

  • Promote and drive team collaboration and maintain team morale across the On-site and Off-site services
  • Team and individual skills gap analysis, identifying areas required for development
  • Manage the on-site staff talent pool to identify, produce and manage development and training plans for all on-site staff
  • Ensure succession planning and where possible all staff are able to develop upwards
  • Manage AVMI's continuous performance management regime for all staff.


  • Work with the management team to develop AVMI's Managed On-site and Off-site Service offerings
  • Oversee monthly and other regular Service Review meetings between customer and AVMI
  • Support Sales and Business Development in the development of proposals and bids for new and existing customers
  • Assist and take responsibility for building and maintaining client relationships
  • Full responsibility for contract development, negotiation and compliance across portfolio
  • Development, administration and reporting of effective processes, SLAs and KPIs to manage each site
  • Ensure balanced holiday planning across all sites
  • Manage, monitor and report staff sickness
  • Ensure Management Information is collated and reported
  • Create and maintain all appropriate service documentation to support the On-site and Off-site services

The Successful Applicant

  • Management experience of a team of senior technicians
  • Well-honed leadership skills
  • Highly developed Service focused attitude
  • Extensive experience in working in a pressured operational environment across multiple sites
  • A clear history of team development in teams they have managed
  • Commercially astute with a good understanding of commercial contracts and P&L management, and can demonstrate strong reporting skills
  • Excellent report writing skills
  • Professional in appearance and attitude
  • Fully IT literate with strong MS Office skills
  • Good working knowledge in all AV disciplines
  • Delivered Managed Services to large corporate customers

What's on Offer

Negotiable Salary + Benefits

Apply for this job

Click the Apply or LinkedIn button below or contact Alexandra Halley quoting job reference 1205764
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