WHAT YOU WILL DO

The Event Production Service Delivery Manager will oversee the management and leadership of a managed event production and broadcasting support service for an established multinational pharmaceutical and biotechnology company. This key role is responsible for:

• managing a service responsible for the successful execution of onsite, virtual, hybrid, and control room-supported productions across multiple client production spaces and enterprise event platforms ranging from informal presentations to high-profile, business-critical, and technically complex live events;
• implementing a strategic operational approach and service structure designed to fulfill end-to-end event, meeting, and broadcasting support requirements across multiple regions and supported environments; and
• ensuring a consistent, high level of service delivery aligned to defined Service Level Agreements (SLAs), operational governance standards, and client expectations for all supported production activities.

DAY TO DAY RESPONSIBILITIES

Program Management

• Oversee the team responsible for providing high-quality production and event support through professional quality video, audio, streaming, and presentation technologies to allow the client and external partners to connect and communicate effectively across onsite, virtual, and hybrid event environments.
• Create and maintain standardized operational processes for key deliverables including event intake, scheduling, reporting, escalation management, staffing coordination, and service delivery tracking.
• Implement the creation and distribution of documented workflows, operational procedures, and governance standards to establish consistent best practices across all supported locations and production environments.
• Oversee the development of preventative maintenance procedures, operational readiness plans, and service continuity processes to ensure event spaces, meeting platforms, and control room environments remain operationally ready and aligned to SLA expectations.
• Provide tactical oversight of virtual and onsite resources performing break/fix and event services
• Active partnering with AVI-SPL’s Global Operations leadership team to assure maximum cooperation and alignment.
• Proactively identify opportunities to improve operational efficiency, streamline production workflows, and enhance the end-to-end client event experience.
• Actively contribute to the identification, reporting and implementation of Continuous Service Improvement (CSI) items.
• As applicable, help foster the use, and ongoing improvement of, formal project management approaches on the account.
• Maintain an organized and professional environment where all service delivery teams perform to both AVI-SPL and the customer’s values and standards of excellence.
• Positively interact with, and drive a standard operating model, with other regional AVI-SPL operational leadership and team members.
• Continuously assess and recommend solutions regarding the functionality of studio, control room, and event spaces based on operational requirements, event scope, and evolving production technologies.
• Support operational alignment across onsite teams, regional production resources, and managed service delivery functions to ensure consistent execution across supported locations.

Client Partnership

• Serve as the primary point of contact for the client to ensure alignment on production goals, operational priorities, and service delivery requirements.
• Based on agreed-to relationship mapping, actively engage with the customer’s staff to drive service adoption and maximize value realized.
• Act as the primary escalation point for operational issues, service interruptions, and new business requirements related to event, meeting, and broadcasting support services.
• Partner with client stakeholders, Live Event teams, and operational leadership to support ongoing service delivery initiatives and continuous improvement efforts.
• Lead relationships with AVI-SPL production resources, vendors, and external partners for scalable event support, additional technical resources, and specialized production requirements.
• Provide clients with ongoing recommendations regarding industry best practices, operational standards, hybrid event strategies, and enterprise event platform capabilities including Microsoft Teams, Zoom, Vimeo, and streaming technologies.
• Participate in recurring operational reviews and strategic governance meetings focused on service quality, SLA performance, operational trends, and continuous service improvement.

Team Management

• Ensure consistency of service delivery and execution across event support operations, meeting services, and control room-supported productions.
• Establish training and enablement programs to develop personnel and ensure team members possess the technical, operational, and communication skills required to support live production environments.
• Partner with AVI-SPL colleagues on hiring, onboarding, training, and ongoing development of production personnel across supported locations.
• Ensure minimum staffing levels and concurrent support capacity requirements are consistently met across all operational windows and supported production activities.
• Oversee development of contingency staffing, escalation coverage, and backfill plans including freelancer and regional support resource coordination to ensure uninterrupted service delivery.
• Assess operational processes and personnel performance, conduct regular performance reviews, and implement corrective action plans where necessary.
• Ensure all personnel adhere to operational procedures, governance standards, escalation protocols, and Service Level Agreement (SLA) requirements.
• Assist in the creation of Root Cause Analysis and driving/reporting of resulting corrective actions - across the domains of process, people and tools.

Reporting

• Oversee tracking of operational data, service metrics, and event activity to ensure measurement and reporting of Service Level Agreement (SLA) performance goals.
• Collate operational metrics to identify trends, measure staff utilization, evaluate service performance, and recommend continuous improvement initiatives.
• Collect and report baseline data related to event categories, production support activity, control room utilization, incident tracking, and operational performance.
• Host recurring operational and strategic service review meetings to provide stakeholders with updates on service delivery performance, SLA metrics, operational trends, escalation items, and process improvement initiatives.
• Ensure reporting documentation, event summaries, and operational records are maintained in accordance with client governance and service management expectations.

WHAT WE’RE LOOKING FOR

Must-have skills & job qualifications

• 10+ years of experience in live event production, broadcasting, managed event services, audio/visual operations, video production, or similar production support environments.
• 5+ years of experience in:
  • leading, mentoring, and developing teams across multiple locations and operational environments
  • supporting onsite, virtual, hybrid, and control room-supported live events
  • operational reporting, scheduling management, and service delivery coordination
  • coordinating logistics, technical resources, and vendor relationships across multiple stakeholders
• Strong understanding of enterprise event technologies and collaboration platforms including Microsoft Teams, Zoom, streaming platforms, and hybrid event workflows.
• Familiarity with live production environments including audio/video signal routing, streaming coordination, control room operations, and technical troubleshooting processes.
• Ability to maintain composure and leadership presence during high-pressure live event and production situations.
• Ability to communicate operational challenges and technical issues to clients while maintaining a high level of professionalism, confidence, and customer service.
• Proven ability to manage multiple operational priorities while maintaining service quality, governance standards, and SLA compliance.
• Ability to collect and analyze operational metrics, identify trends, and recommend continuous service improvement initiatives.
• Ability to direct a team towards a cohesive set of strategic objectives and maintain efficient timelines in the completion of tasks.
• Ability to understand and leverage existing company systems to provide solutions to the business and recommend new systems when required.
• Proven ability to significantly contribute toward or lead operation initiatives with a results oriented approach.
• Demonstrated leadership and management skills in a team-oriented, collaborative environment.
• Exceptional strategic thinking and structured problem solving skills.
• Ability to negotiate conflict and maintain constructive working relationships with people at all levels of the organization.
• Ability to manage and direct projects to completion.
• Excellent strategic thinking and structured problem-solving skills.
• Ability to balance multiple tasks with changing priorities.
• Ability to work and think independently and meet deadlines.
• Strong organizational skills and excellent attention to detail.
• Must have clear and professional communication skills (written and oral) both internally and externally.
• Effective communication and interaction with employees, clients, and colleagues and the ability to work effectively with all levels of the organization.
• Demonstrated customer service focus and client communication skills.
• Ability to handle sensitive and confidential information.
• Troubleshoot and solve project related issues.

Nice-to-have skills

• Knowledge of enterprise broadcast workflows, streaming technologies, control room operations, and audio-visual production environments.
• Experience supporting multinational or managed service environments with distributed operational teams.
• College degree in video production, broadcasting, communications, event technology, or similar field.
• Experience operating in a complex matrix business environment is desirable.

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.