Audio Visual Collaboration Onsite Delivery Manager

OfficePro

New Hanover Township (NJ)

On-site

USD 140,000 - 150,000

Full time

14 days+

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Job summary

OfficePro seeks an experienced Operations Manager to lead global collaboration, live event, and production services. You will drive governance, operational readiness, and continuous improvement across enterprise platforms, partnering with IT, Security, Communications, and vendors to ensure reliable, scalable meeting experiences.

The role focuses on standardizing processes, delivering executive-facing reports, and mentoring teams to uphold service excellence in a fast-paced, global environment.

Qualifications

> 8+ years in collaboration services, live event operations, AV, enterprise service delivery, or delivery operations in a global environment.
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> 3+ years of people leadership experience, or equivalent leadership in a matrixed operations environment.
> Strong service management capability, including SLA tracking, operational reporting, incident and escalation practices, and continuous improvement.
> Demonstrated project management experience leading cross-functional initiatives, including scope, timelines, risk, and stakeholder communication.
> Hands‑on familiarity with enterprise collaboration, webcast, or event platforms, including operational workflows such as intake, scheduling, provisioning, access management, integrations coordination, troubleshooting coordination, and reporting.
> Strong client services and stakeholder management skills, with the ability to align teams to customer expectations and service outcomes.
> Excellent written and verbal communication skills, with the ability to produce clear runbooks, governance artifacts, presentations, end‑user communications, and executive‑ready status reporting.

Responsibilities

Lead global collaboration and production service operations, ensuring consistent, high-quality delivery of live, virtual, and hybrid meeting experiences.
Develop and maintain service governance, SOPs, documentation, operational standards, KPIs, and executive reporting.
Drive continuous improvement through process optimization, performance metrics, customer feedback, and operational reviews.
Lead cross-functional initiatives, partnering with IT, Security, Communications, and Workplace Services to support new technologies and operational readiness.
Manage vendor relationships, budgets, service performance, and operational compliance.
Mentor and develop operations teams while fostering a culture of accountability, collaboration, and customer service excellence.

Skills

Global operations leadership

Service governance

SLA tracking

Cross-functional collaboration

Project management

Client/stakeholder management

Communication skills

Tools

OBS

vMix

AWS Elemental

Wirecast

Ross

Grass Valley

Blackmagic

ATEM

PTZ Systems

Microsoft Teams

Zoom

Webex

ServiceNow

Grafana

PepperDash

XIO Cloud

Digital signage

Job description

Job Overview

The Audio Visual Collaboration Service Delivery Operations Manager leads the operational excellence of enterprise collaboration, live event, and production services across a global organization. This role is responsible for driving service governance, operational readiness, process standardization, continuous improvement, and exceptional customer experiences while partnering with IT, Workplace Services, Communications, regional teams, and vendors. It focuses on enabling high-performing teams to consistently deliver reliable, scalable collaboration and production services.

Duties

Lead global collaboration and production service operations, ensuring consistent, high-quality delivery of live, virtual, and hybrid meeting experiences.
Develop and maintain service governance, SOPs, documentation, operational standards, KPIs, and executive reporting.
Drive continuous improvement through process optimization, performance metrics, customer feedback, and operational reviews.
Lead cross-functional initiatives, partnering with IT, Security, Communications, and Workplace Services to support new technologies and operational readiness.
Manage vendor relationships, budgets, service performance, and operational compliance.
Mentor and develop operations teams while fostering a culture of accountability, collaboration, and customer service excellence.

Requirements:

8+ years in collaboration services, live event operations, AV, enterprise service delivery, or delivery operations in a global environment.
3+ years of people leadership experience, or equivalent leadership in a matrixed operations environment.
Strong service management capability, including SLA tracking, operational reporting, incident and escalation practices, and continuous improvement.
Demonstrated project management experience leading cross-functional initiatives, including scope, timelines, risk, and stakeholder communication.
Hands‑on familiarity with enterprise collaboration, webcast, or event platforms, including operational workflows such as intake, scheduling, provisioning, access management, integrations coordination, troubleshooting coordination, and reporting.
Strong client services and stakeholder management skills, with the ability to align teams to customer expectations and service outcomes.
Excellent written and verbal communication skills, with the ability to produce clear runbooks, governance artifacts, presentations, end‑user communications, and executive‑ready status reporting.

Preferred

Familiarity with ITSM and knowledge management tools, including ticketing systems, knowledge base governance, and incident, problem, and change practices.
Experience with vendor governance, procurement processes, and financial controls, including forecasting, spend tracking, and variance management.
Knowledge and Experience with any of the following: AV & Control Systems
Crestron
Extron
Q-SYS
Dante
NDI
SMPTE 2110

Streaming & Production