Service Delivery Manager Media Services - Nyc, Ny

Job Summary:
This Service Delivery Manager (SDM) be responsible for successfully representing and leading highly talented On-Site Media Support Teams.
The SDM will manage on-site team personnel and act as a liaison to Diversified to ensure the employee feels part of Diversified while working on site daily at client location.
Primary Duties and Responsibilities:

• Provide Account plan input and insure successful implementation.
• Understand the customer wholistically, including their business model, goals, projects, timelines, IT, and more. As proactively as possible, anticipate the needs of the customer, and their next steps in the lifecycle journey with Diversified.
• Provide insights to customers to ensure they recognize value from Diversified's managed services.
• 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.
• Responsible for the fulfillment of the client SOW requirements, as it relates to the talents and skills needed to deliver. Responsible for delivery of services with On Site personnel. Interview, and place media production candidates for Service clients. Write and modify job descriptions, post, interview for skills and fit.
• Collaborate with internal stakeholders and customers to create standards for employee onboarding to deliver committed On Site Services. Ensure employee logistics, set client expectations, hours of operations and manage overtime and billing.
• Develop training plans to ensure team members are meeting their KPIs within client needs and committed SOW.
• Help grow Diversified's Service offerings by providing expertise in transforming client requirements into actionable operational trackable deliverables that feed the Client Success Manager's QBR and monthly reporting requirements. If CSM is not available, the SDM will provide insight/reporting of onsite activities.
• 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).
• Ensure client satisfaction is maintained.
• Assist in pricing on-site service solutions for RFPs, standard proposals, and quotes. Ability to write SOWs for sub labor and backfill.
• Ensure proper accounting of resources, bill rates, utilization and tracking is in place.
• Provide insight, coaching and professional development to team to enhance knowledge and technical skills. Employee development and mentoring of professional goals for individual contributors.

Physical Working Environment/Location:

• Virtual/ Remote - or closest Diversified office -NJ, looking for candidate NY, NY to service multiple clients.
• Role requires the ability to move 50-75lbs of equipment as needed.
• Travel/Mobility necessary.

Education/Certifications:

• Bachelor's Degree Preferred
• Industry certifications such as ITIL, CTS, MS-Certs are an asset

Required/Desired Knowledge, Experience and Skills:

• 7-10 years in a Video Productions, Studio Operations Management, technology managerial role or similar is required.
• Familiarity with Broadcast, Video Production, Concept through Creation Production Process is considered mandatory.
• People leadership skills, technical capability, professionalism, self-motivation, self-discipline, focus and attention to detail is required.
• 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.
• 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/Media 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 careers@diversifiedus.com.
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 $130,000.00

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