Service Delivery Manager (Studio & Event Production)
AVI-SPL

Description

The Service Delivery Manager will oversee the management and leadership of a managed video event production service for an established multi-channel retailer company. This key role is responsible for:

• managing a service responsible for the successful execution of onsite and technical studio and event production needs within multiple client production spaces ranging from informal presentations to high profile, business critical and technically complex events;
• implementing a strategic approach and structure of services designed to fulfill the end-to-end program requirements; and
• ensuring a consistent, high-level of service across the client account for all production needs.

HO WE ARE

At AVI-SPL, we pride ourselves on our superior customer service, passion for excellence, spirit of teamwork, and the focus on continued innovation. Our employees are the people who enable us to deliver on those values every business day. That's why we're always on the lookout for talented, ambitious people who can make a substantial contribution to our team of smart, down-to-earth, hardworking professionals.

We offer lots of room for growth! We support each other and value the importance of collaboration and intellectual curiosity across all our teams. You'll have daily opportunities to develop your individual skills, become an expert in the dynamic event production and corporate video industry, and be part of an innovative organization.

We offer a competitive package and a balanced work-life culture. We love what we do and hope you do too - come join us!

WHAT YOU WILL DO

The Service Delivery Manager will oversee the management and leadership of a managed video event production service for an established multi-channel retailer company. This key role is responsible for:

• managing a service responsible for the successful execution of onsite and technical studio and event production needs within multiple client production spaces ranging from informal presentations to high profile, business critical and technically complex events;
• implementing a strategic approach and structure of services designed to fulfill the end-to-end program requirements; and
• ensuring a consistent, high-level of service across the client account for all production needs.

DAY TO DAY RESPONSIBILITIES

Program Management

• Oversee the team responsible for providing high-quality production support through professional quality video, audio, lighting, and presentation to allow the client and external partners to connect and communicate their message in a distinct and technologically innovative way to colleagues and customers alike.
• Create processes for key deliverables and work with onsite team to ensure standardized reporting, scheduling, and budget management.
• Implement the creation and distribution of all documented processes and workflows to all team members to establish consistent best practices.
• Oversee the development of preventative maintenance procedures and facility plans to ensure locations remain operationally ready.
• Proactively identify ways to refine operational efficiency and simplify all stages of the production experience.
• Continuously assess and recommend solutions about functionality of studio and event spaces based on operational requirements and event scope.

Client Partnership

• Serve as the primary point of contact to the client to ensure alignment on production goals and service requirements for the program.
• Act as the single point of contact for escalation for new business needs and service issues.
• Partner with various client department leads to support all initiatives of the program.
• Lead relationships with AVI-SPL production resources and vendors for scalable support including location-based video production and event production companies for additional equipment and crewing needs.
• Provide client ongoing feedback and recommendations on industry best practices and operational standards to enhance production experiences for in-person, hybrid, and virtual event logistics.

Team Management

• Ensure consistency of service delivery and execution of events across all spaces.
• Establish training program to develop personnel and ensure they have the skillset and knowledge to effectively perform their roles and provide recommendations and opportunities for advancing capabilities.
• Partner with AVI-SPL colleagues for the hiring, onboarding (and offboarding when appropriate), and orientation of all new personnel.
• Ensure minimum staffing levels are always met and oversee the development of contingency and backfill plans including freelancer pool development in local markets to ensure no interruption to service.
• Assess current processes and personal performance and hold review with personnel inclusive of corrective measures as necessary.
• Ensure all personnel adhere to terms as defined by Service Level Agreement (SLA) requirements.

Reporting

• Oversee tracking of all data and metrics to ensure measurement of Service Level Agreement (SLA) goals.
• Collate data and metrics to track trends and staff utilization, provide information on productivity improvements, and illustrate how to operate service efficiently.
• Collect and report baseline data around event categories and usage of all production facilities.
• Host regular business review meetings to provide clients with updates on account services inclusive of metrics and data driven information on how to operate the service better over time and implement process improvement strategies.

WHAT WE'RE LOOKING FOR

Must-have skills & job qualifications

• 10+ years of experience in live event production, event coordination, broadcast, audio/visual and video production, or other similar field.
• 5+ years of experience in:
• leading, mentoring, and developing teams across multiple locations
• onsite, virtual, and hybrid live events
• database and scheduling management
• coordinating logistics with multiple entities or vendors
• Ability to maintain composure and a positive attitude during high pressure situations.
• Ability to communicate challenging aspects to clients while maintaining a high level of confidence and leadership.
• Track record of being organized, detail-oriented, flexible, and working well in a team atmosphere, as well as having the capability to work well individually, is essential.
• Strong work ethic, self-direction, self-motivation, patience, persistence, and perspective.
• Excellent collaboration and customer relationship skills with the understanding of the importance of white glove service.
• Consistent proactive preparation and timely responses to multiple channels of communication.
• Ability to collect and analyze metrics, extract trending data, and provide continuous improvement recommendations.

Nice-to-have skills

• Knowledgeable in the operations and technical execution of video production, audio-visual technology, and event space facilities.
• College degree in video production, broadcasting, communications, or similar field.

OTHER REQUIREMENTS

• Valid driver's license and safe driving record.
• Travel is necessitated based on requirements and location of service needs including meetings at client offices and AVI-SPL offices.

WHY YOU'LL LIKE WORKING HERE

• Medical benefits, including vision and dental
• PTO days (vacation, sick days, and personal days) and paid holidays
• Enjoyable company culture
• Training and professional development opportunities

If your interest and skills match the needs of the position, please apply online. Compensation commensurate with experience. Please state salary expectations in cover letter.

AVI-SPL affirms in policy and in practice that all employment decisions will be based on merit and business needs and not on race, color, citizenship status, national origin, ancestry, gender, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, political affiliation or any other factor protected by law.

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