Head of Service Delivery & Support

As the Onsite Delivery Manager, you will lead a team of technical resources embedded within our customers’ businesses to provide comprehensive support for Audio/Visual collaboration technologies. Your primary focus will be on recruiting, hiring, training, and nurturing the growth of your direct reports. You will play a pivotal role in ensuring the seamless delivery of services, maintaining high levels of customer satisfaction through effective team management, coordination, and resolution of technical issues. WHAT YOU’LL DO As the Onsite Delivery Manager, you will lead a team of technical resources embedded within our customers’ businesses to provide comprehensive support for Audio/Visual collaboration technologies. Your primary focus will be on recruiting, hiring, training, and nurturing the growth of your direct reports. You will play a pivotal role in ensuring the seamless delivery of services, maintaining high levels of customer satisfaction through effective team management, coordination, and resolution of technical issues. Day-To-Day Responsibilities Day-to-day leadership and management of assigned Onsite Managed Services (OMS) staff including interviewing, hiring, performance management, time and expense approvals.
Support the successful on-boarding of new OMS employees ensuring a smooth transition for both employee and client.
Develop, adopt and deliver best practice service levels across all teams.
Solicit and act upon performance feedback from customer stakeholders.
Collaborate with Regional Service Manager, Service Delivery Manager and Account Manager on issues related to account staffing and performance.
Ensure labor cost alignment against budgeted contract.
Assist the RSM, SDM and Sales Account Manager on OMS contract renewal pricing.
Support the coordination efforts to backfill contractual obligations for OMS clients through the Regional Dispatch Coordinator, SDM, and RSM.
Work with stakeholders and colleagues to effectively manage OMS staffing related incidents and help develop effective incident management processes, aiding improved service delivery.
Chairing weekly/monthly/quarterly Service Review Meetings with OMS staff.
Ensure OMS staff maintain required safety and security clearances and training for assigned customer locations.
Drive the creation and enhancement of all onsite documentation (including Standard Operating Procedures (SOP) and Onsite Staff Handbooks) ensure documentation processes and procedures are maintained in accordance with customer and AVI‑SPL requirements.
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.
Proficient with Microsoft Office (Word, Excel, Outlook).
Education and/or Experience Minimum high school diploma or equivalent.
Minimum 5 - 7 years of Management experience in similar or related field.
Experience in IT Service Management (ITSM) is preferred.
Proficient with Microsoft Office and Project with advanced competencies in Microsoft Excel and Power Point.
WHY YOU’LL LIKE WORKING HERE Medical benefits, including vision and dental.
Paid holidays, sick days, and personal days.
Training and professional development opportunities.
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.
Work hours may vary based on client requirements and may include travel to various locations in support of the account.

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