Service Delivery Manager

　　Indianapolis, IN, USA

　　Req #3299

　　Wednesday, January 10, 2024

　　At Diversified, we don't just follow tech trends - we set them by 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 firstfly pack broadcast system (https://onediversified.com/clients/fox-sports-jewel-event-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 theVornado, Marriott Marquis (https://onediversified.com/clients/vornado-marriott-digital-billboard/) LED Display in Times Square, NY

　　Empowering and monitoring communication and collaboration solutions within multi-national companies around the globe

　　Founded in 1993, we’re a global organization serving local needs with associates worldwide. Learn more atonediversified.com (https://onediversified.com/eivind-sandstrand-vp-innovation-consulting-digital-solutions/) and follow us onLinkedIn (https://www.linkedin.com/company/diversified-/) andTwitter (https://twitter.com/diversifiedus) .

　　What part will you play?

　　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.

　　What will you be doing?

　　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 - Indianpolis

　　​Role requires the ability to move 50-75lbs of equipment as needed.

　　​Travel/Mobility necessary.

　　What do we require from you?

　　Education/Certifications :

　　​​Bachelor’s Degree Preferred

　　Industry certifications such as ITIL, CTS, MS-Certs are an asset​

　　Required/Desired Knowledge, Experience and Skills:

　　​​5-7 years in a production Audio Visual, Video Productions, Studio Operations Management, technology managerial role or similar is required.

　　Familiarity with AV, 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 [email protected].

　　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 [email protected] .

　　Other details

　　Pay Type Salary

　　Min Hiring Rate $75,000.00

　　Max Hiring Rate $95,000.00

　　Indianapolis, IN, USA

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