Service Delivery Manager - Virtual / Remote, USA

Diversified; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

A leading technology integrator, Diversified, is seeking a highly skilled Service Delivery Manager for a remote position. This role involves overseeing On-Site Media Support Teams, developing operational processes, and ensuring high-quality client service. The ideal candidate will bring extensive experience in video production and service delivery, coupled with strong leadership skills, to lead diverse teams effectively. Join us to innovate and enhance our media services, delivering exceptional value to our clients.

Qualifications

• Extensive experience in service delivery and personnel management.
• Familiarity with Video Production processes.
• Expertise in client management and operational standards.

Responsibilities

• Lead and manage On-Site Media Support Teams.
• Develop operational guidelines and templates for Media Services.
• Grow client relationships and ensure successful service delivery.

Skills

Leadership

Technical Capability

Attention to Detail

Self-Motivation

Education

10+ years in Video Productions or Studio Operations Management

Industry certifications such as ITIL, CTS, MS-Certs

Tools

Microsoft Office

Job description

Service Delivery Manager - Virtual / Remote, USA

Pay Competitive

Location Remote

Employment type Other

Job Description

Req#: 2925

Service Delivery Manager - Virtual / Remote, USA

Burbank, CA, USA ● Kenilworth, NJ, USA ● Norcross, GA, USA ● Santa Clara, CA, USA ● Wood Dale, IL, USA ● Virtual Req #2925 Wednesday, June 7, 2023

What part will you play?

This Service Delivery Manager (SDM) be responsible for successfully representing and leading highly talented On-Site Media Support Teams. The SDM will develop standard operating processes that support Media Services Operations, working with all parts of the organization to provide seamless experience for the end users. This is a fully remote position that could require On-Site Visits to client locations.

What will you be doing?

• Using expertise, assist in the creation of operational collateral that assists in the set up and expansion of our Media Service’s offerings. Responsible for developing templates, best practice guides, standard operating procedures, and engagement models.
• Grow Diversified’s Media Service offering by providing expertise by transforming client requirements into actionable operational trackable deliverables. Work closely with the support team on best practices, standard operating procedures in support of deliverables. Collaborate with internal stakeholders and customers to create standards and documentation to deliver Media Services
• Help Lead fulfillment of Media as a Service engagements. This includes attending client meetings, identifying, tracking, and coordinating contracted deliverables for engaged support teams, setting client expectations, and creating, managing, and fulfilling org structure to meet the clients need.
• Interview, and place media production candidates for Service clients.
• Manage On Site 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 client site.
• In partnership with Client Executive Team, help manage and expand the client relationship. Be part of regular client contractual governance meetings and help ensure SLAs are met by on site team.
• Develop ways for onsite team 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 Media Services expands (supervisors, managers, team leads).
• Provide insight, coaching and professional development to team to enhance knowledge and technical skills.
Physical Working Environment/Location:

• Virtual/ Remote – or closest Diversified office
• Role requires the ability to move 50-75lbs of equipment as needed.
What do we require from you?

Education/Certifications:

• 10+ years in a Video Productions, Studio Operations Management, technology managerial role or similar is required.
• Industry certifications such as ITIL, CTS, MS-Certs are an asset
Required/Desired Knowledge, Experience and Skills:

• Familiarity with Broadcast, Video Production, Concept through Creation Production Process is considered mandatory.
• Five years of experience in onsite service delivery
• 2+ years 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.
• Subject Matter Expert of Video Production, Studio Operations
• 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)
• Familiarity with live events, AV gear and streaming technologies is considered a major asset.
To learn more about becoming part of the Diversified team, visit us at http://diversifiedus.com/about/careers/ or email us at [e-mail].

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 at 800.811.2771.

Other details

• Pay Type Salary
• Min Hiring Rate $90,000.00
• Max Hiring Rate $120,000.00
Apply Now

Diversified is a leading technology integrator delivering innovative digital media, collaboration, broadcast, electronic security, and OTT solutions.

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