Address
Form of work
SalaryAt Diversified, we don't just follow tech trends - we set themby leveraging the best in technology and ongoing advisory services to transform businesses. Our comprehensive suite of solutions is engineered to help our clients build connections that make a difference – whether by inspiring viewers, engaging associates, motivating audiences, or streamlining and safeguarding operations.
Our dedicated teams craft solutions experienced by millions every day including:
- Delivering the fan experience at one of 100+ sports facilities for the NFL, MLB, NBA, NHL, MLS, NCAA
- Building the first fly pack broadcast system transportable by air - bringing the 2022 World Cup and Super Bowl into homes across the world
- Engineering the first high-density pixel canvas to display HD content at that scale for the Vornado, Marriott Marquis LED Display in Times Square, NY
- Empowering and monitoring communication and collaboration solutions within multi-national companies around the globe
What part will you play?
This Service Delivery Manager be responsible for successfully representing and leading highly talented On-Site Multi-Media Support Teams. The Service Delivery Manager 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.
What will you be doing?
- Manage On Site AV/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 resources that meet the needs of the contract.
- Interview, and place 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 Resource MGR will provide insight/reporting of onsite activities.
- evelop ways for onsite team track metrics of the team in scheduling, forecasting, and reporting on capacity planning for both people and equipment requirements. Identify needs and support creation of team structure as 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.
- rovide insight, coaching and professional development to team to enhance knowledge and technical skills. Employee development and mentoring of professional goals for individual contributors.
- NYC based/Virtual/ Remote – or closest Diversified office -Kenilworth, NJ, looking for candidate NYC to service multiple clients.
- Role requires the ability to move 50-75lbs of equipment as needed.
- Travel/Mobility necessary.
Education/Certifications:
- 5-7+ years in an Audio-Visual Systems, /Video Productions, Studio Operations Management, or Digital Signage technology managerial role or similar is required.
- Industry certifications such as ITIL, CTS, MS-Certs are an asset
- Familiarity with AV Integrated System, Conference Room Support, Broadcast, Video Production, Concept through Creation Production Process.
- 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.
- 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.
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 careers@onediversified.com.
Our compensation ranges reflect the cost of labor across several US geographic markets. The pay details below range from our lowest geographic market up to our highest geographic market. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills and experience depending on the position offered, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.
