Service Delivery Manager (Bilingual Spanish/English Required)

Houston, TX, United States

Description

WHO WE ARE

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevateexperiences,create new value, and enableorganizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

WHAT YOU’LL DO

The Service Delivery Manager is primarily responsible for overseeing the onsite delivery teams to ensure that contracted services are delivered in accordance with agreed expectations and SLAs.

Day-To-Day Responsibilities:

Report to, partner with and take work direction from the account Director of Customer Success

Provide tactical oversight of virtual and onsite resources performing break/fix and event services

Active partnering with AVI-SPL’s Global Operations leadership team to assure maximum cooperation and alignment

Active partnering with the account Senior UCC Engineering Leader and the AVI-SPL Engineering leadership team to assure maximum cooperation and alignment

Promote and drive team collaboration and maintain high team morale

With the Global Operations leadership team, develop, adopt and deliver rigorous, best practice ITIL-based operational processes

Actively utilize, and contribute to the improvement of, all other applicable ITIL-based processes used on the account

Assist with the creation and ongoing success of a ‘follow-the-sun’ operational Incident and Request management model

Actively contribute to the identification, reporting and implementation of Continuous Service Improvement (CSI) items

As applicable, help foster the use, and ongoing improvement of, formal project management approaches on the account

Maintain an organized and professional environment where all service delivery teams perform to both AVI-SPL and the customer’s values and standards of excellence

Based on agreed-to relationship mapping, actively engage with the customer’s staff to drive service adoption and maximize value realized

Strongly support AVI-SPL’s sales activities through a thorough understanding of current customer needs and expected outcomes

Own the process for, and accurate counting of, applicable contractually obligated Resource Units

Actively collect, interpret and operationalize data from all available sources - monitoring and management tools, ITSM tools (e.g. ServiceNow) team resource utilization, the customer and other sources

Actively drive scheduled internal and external operations meetings - based on the use of agendas, meeting preparation, effective operational analysis and collaborative teaming with internal and customer team members

Drive the creation and ongoing enhancement of all service delivery documentation (including Standard Operating Procedures (SOP), Staff Handbooks, etc…) - ensuring close alignment and cooperation with the account Business Process Architect

Assist in the creation of Root Cause Analysis and driving/reporting of resulting corrective actions - across the domains of process, people and tools

Assist, and provide backup to, the Director of Customer Success as needed

Positively interact with, and drive a standard operating model, with other regional AVI-SPL operational leadership and team members

Other duties assigned as needed

WHAT WE’RE LOOKING FOR

Must-Haves:

Ability to direct a team towards a cohesive set of strategic objectives and maintain efficient timelines in the completion of tasks

Ability to understand and leverage existing Company systems to provide solutions to the business and recommend new systems when required

Proven ability to significantly contribute toward or lead operation initiatives with a results oriented approach

Demonstrated leadership and management skills in a team-oriented, collaborative environment

Exceptional strategic thinking and structured problem solving skills

Ability to negotiate conflict and maintain constructive working relationships with people at all levels of the organization

Ability to manage and direct projects to completion

Excellent strategic thinking and structured problem-solving skills

Ability to balance multiple tasks with changing priorities

Ability to work and think independently and ensuring to meet deadlines

Strong organizational skills and excellent attention to detail

Must have clear and professional communication skills (written and oral) both internally and externally

Effective communication and interaction with employees, clients, and colleagues and the ability to work effectively with all levels of the organization

Demonstrated customer service focus and client communication skills

Ability to handle sensitive and confidential information

Troubleshoot and solve project related issues

Proficient with Microsoft Office (Word, Excel, Outlook), Microsoft Project and Adobe Acrobat

Valid Driver’s License and a Motor Vehicle Record that meets AVI-SPL driving standards

Must be fluent in both English and Spanish

Nice-To-Haves:

Minimum of a high school diploma or equivalent is required. Bachelor’s degree in Accounting, Finance, Business or related field is preferred

Experience is Sales or Business Development required

Minimum 5 - 7 years of Management experience in similar or related field

Experience in the AV industry is preferred

Experience operating in a complex matrix business environment is desirable

Excellent PC skills, proficient in Microsoft applications including Microsoft Project

Valid Driver’s License and a Motor Vehicle Record that meets AVI-SPL Driving Privileges standards

WHY YOU’LL LIKE WORKING HERE

Medical benefits, including vision and dental

Paid holidays, sick days, and personal days

Enjoyable and dynamic company culture

Training and professional development opportunities

MORE ABOUT US

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor.

AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account.

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