AV Global Service Delivery

Scope

Astreya is looking for a Service Delivery Director - AV Operations to join our team. The role requires leadership, strong ability to multitask, prioritize, communicate, and direct a very diverse set of teams. The responsibilities range from interviewing, hiring, and managing personnel to perform day to day tasks, ensuring that work is performed as expected, with regular client communication on progress. The successful candidate will have the ability to manage and evolve existing services across multiple disciplines, assisting sales teams with the growth strategy. 

The Service Delivery Director will be responsible for day-to-day AV service operations in support of one of Astreya’s largest global customers. The successful candidate will lead a global team of Delivery Managers (SDMs), AV Technicians and other supporting team members and will possess a solid understanding of the AV industry, including working knowledge of leading tools and technologies. This role also requires the ability to respond to customer issues in real-time while mentoring and developing staff to drive a consistent level of responsiveness and attention to customer stakeholders. The Service Delivery Director will also partner with internal-Astreya leadership to shape and mature the AV offering and help drive overall growth into other target accounts.

Your roles and responsibilities:

• Maintaining agreed upon service level agreements

• Maintain agreed key operational metrics, reporting and cadence, set targets and continuously improve; present operational metrics on an agreed regular basis to Client Leadership

• Ensuring that all programme and operational documentation is up-to-date and that all program participants are fully trained on processes and procedures including but not limited to Playbook, Incident Management SOP, Problem Management SOP & Change Management SOP

• Carry out continuous service improvement processes and implement changes to processes and workflows as necessary

• Root Cause Analysis - Identify and solve issues that impact the Client's AV Spaces

• Ensure that hardware or software issues that are outside of our SOW are escalated to the relevant team

• Maintaining and reporting on budget status, in addition to other financial measures defined for the customer engagement

• Must be able to effectively collaborate with internal (Astreya) team members as well as Client Team members

• Develop strategic planning in relation to the programme in conjunction with other AV Stakeholders

• Strategic administration and general management issues, which will include the day-to-day supervision of a large, distributed team and overseeing their work output

• Responsible for fostering and maintaining an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting & managing performance expectations

• Staff development by training/mentoring the team on standards and best practices that apply to both the industry and our client

• Hold regular team meetings to discuss key initiatives 

• Ensuring Health and Safety procedures and regulations are adhered to

• Adherence to Astreya and client policies and procedures

• Flexibility to work outside the job description as needed

• Ability to travel as needed

• Leads the collaborative, dynamic planning process – prioritizing the work that needs to be done against the capacity and capability of the team

• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Qualifications:

• Bachelor’s degree (B.S/B.A) from four-college or university and 8+ years’ related experience and/or training; or equivalent combination of education and experience 

• Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company. 

• Must be able to lead a cooperative effort among members of a support team.

• A track record of successfully managing the delivery of AV & Event support services

• Proven track record of implementing and leading improvements throughout the service lifecycle

• Able to identify projects at risk and take appropriate action to recover, often working across divisional boundaries

• Strong technical knowledge of enterprise AV, including but not limited to help desk, ticket and incident management, AV/VC, and asset management. 

• Strong analytical, organizational, communication and presentation skills. 

• Highly adaptable with the ability to effectively manage multiple concurrent work streams. 

• Strong business acumen and the ability to provide operational, technical and financial oversight. 

• Proven leadership skills with the ability to motivate, lead, develop, direct and position people to work effectively in a team environment. 

Preferred Qualifications: 

• ITIL 

• CTS

Skills:

• Good Audio Visual technical knowledge with experience of corporate conferencing technology and unified communication

• Data analytics (Google DataStudio, etc. - producing dashboards and advanced metrics)

• Presentation skills

• Excellent written and verbal skills

• Excellent problem solving and organizational skills

• Analytical and problem-solving/troubleshoot

• Able to manage your own workload and to make decisions independently

• Strong interpersonal and customer service skills

• General working knowledge of computers and networking

• Proficiency using either Microsoft Office Suite or Google Suite/Apps