Primary Function

We are seeking a full time Service Manager to work on-site at our clients offices in Burlingame, CA. As one of the World's leading tech companies, our client is well known for being a fast paced working environment that adopts an innovative, dynamic and social culture.

The Service Manager is the primary figure in the delivery of the managed service to the client and their partners. This is a high level, strategic and client-centric role that blends creative vision with commercial expertise. Supported by a team of leads and supervisors, you will lead a global multi-disciplinary production and immersive experiences team; owning the end-to-end service, managing team budgets, driving SLA and contract alignment, presenting performance analytics at business reviews, and championing continuous improvement. The ideal candidate will possess strong problem solving skills, quantifiable leadership talents, exposure to production, XR and studio systems, and high level experience in team, project and operational management as well as leading a strategic partnership with the client.

Duties & Responsibilities

• Act as the primary strategic point of contact and representative for the managed service, building robust, trusting relationships with all stakeholders and ensuring alignment on goals, priorities and expectations.
• Build and maintain long-term client relationships, acting as a trusted advisor across creative, production, immersive activations and business initiatives.
• Anticipate client needs and proactively offer solutions to enhance satisfaction, retention and growth, continually evolving the service in line with the client's strategic direction.
• Lead, mentor and inspire a diverse, multi-disciplinary team globally. Including leadership, creative, developers, engineers, designers, technicians and coordinators.
• Act as the primary point of escalation for blockers, providing regular 1:1 coaching, performance management and goal setting to drive professional growth.
• Oversee end-to-end production planning, workflow optimisation and resource allocation to ensure efficiency and quality.
• Take full ownership of team budgets, forecast costs and deliver detailed financial reporting across the service. Delivering monthly billing reviews to clients.
• Lead the presentation of monthly and quarterly business reviews to senior client stakeholders, synthesising production data and analytics to illustrate patterns, predict trends and provide data-backed solutions.
• Partner closely with creative, specialist, operational and cross-functional teams, and with the internal HQ team to recruit high-calibre candidates and elite freelance talent to meet fluctuating project demands.
• Spearhead innovation and strategy across the service to ensure the end product as well as service workflows is industry leading. Developing the service, and its team members, to stay ahead of the curve; anticipating the clients next technical and creative demands.
• Ensure the managed service consistently meets or exceeds all contracted Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), scaling resources effectively to meet client demand.
• Track headcount requirements and provide stakeholders with project load forecasts.
• Implement processes that balance creative ambition with operational excellence and financial accountability, minimising risk, inefficiency and waste while delivering value to the client.

Skills & Qualifications

• A demonstrated ability to thrive in high-growth, fast paced environments, modelling resilience and adaptability for the team.
• Ability to build strong, long-term strategic relationships with client stakeholders, with the natural ability to build rapport and trust while influencing and respectfully challenging clients to meet their best interests.
• Experience directing departmental budgets and resource allocation strategies to maximise ROI and ensure long-term financial sustainability.
• Ability to create analytical reports and leverage production analytics to talk to the trends we are witnessing and drive executive decision-making.
• Experience generating and governing Service Level Agreements (SLAs) and KPIs, including contract alignment with enterprise goals.
• First class communication, listening and interpersonal skills, with the presentation skills and gravitas required to build trusting relationships with senior and VP-level executives.
• Experience working within a managed service or staffing environment is desirable.
• Ability to travel domestic and international.

Education & Experience

• 5+ years of experience delivering Immersive Experiences, AV, Event and Production services within a global corporate environment (direct experience with major tech firms is a significant advantage).
• AI native, with a strong understanding of how AI tooling augments and accelerates technical and creative workflows.
• A proven track record of managing large, diverse teams globally.

Customer Service Commitment:

TeamPeople, a division of System One, is an organization dedicated to providing superior customer service. Outstanding customer service encompasses everything from performing the technical, creative and operational aspects of our jobs to the best of our ability, to going the extra mile to assist our customers and colleagues in any way. TeamPeople not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

We respect, value and celebrate the unique attributes, characteristics and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to collectively and more effectively address the issues that face our customers. It is our aim, therefore, that our partners, strategies and investments reflect these core values.