Senior Service Delivery Manager, AV Operations

Astreya Partners   •  

Sunnyvale, CA

Industry: Professional, Scientific & Technical Services


5 - 7 years

Posted 171 days ago

This job is no longer available.


Astreya is looking for a Sr. Service Delivery Manager - AV Operations, North America to join our team. The Sr. Service Delivery Manager will be responsible for day-to-day AV service operations in support of one of Astreya’s largest global customers. The successful candidate will lead a global team of Service Delivery Managers (SDMs), AV technicians, and other supporting team members. The successful candidate will possess a solid understanding of the AV industry, including working knowledge of leading tools and IT technologies. This role also requires the ability to respond to customer issues in real-time while mentoring and developing staff to drive a consistent level of responsiveness and attention to customer stakeholders. The Sr. Service Delivery Manager will also partner withinternal-Astreya leadership to shape and mature the AV offering and help drive overall growth into other target accounts.

Your responsibilities include:

  • Lead a large, distributed global team
  • Train AVM technicians on standards and best practices that apply to both the industry and our client
  • Root Cause Analysis - Identify and solve issues that impact the Client's AV environment
  • Demonstrate continuous value-add through a data-driven approach to delivering services
  • Ensure that SLAs and daily deliverables are met using client-specific toolsets
  • Follow all policies, standards or safety guidelines that our client requires
  • Successfully implement changes to processes and workflows
  • Hold regular team meetings to discuss key initiatives team performance
  • Hold 1:1 meetings to develop strong working relationships with all team members
  • Manage remote team members

Your qualifications:

  • Ability to think and work independently
  • Impeccable wiring and communication skills as well as proper installation techniques of all AV equipment
  • Must have excellent problem solving skills and the ability to drive advanced troubleshooting efforts
  • Strong interpersonal and customer service skills
  • Experience in reading/understanding architectural, electrical, structural & AV systems drawings
  • Flexibility to work outside of the job description as the situation warrants
  • Extensive experience working in a team-oriented, collaborative environment
  • Proficiency using either Microsoft Office Suite or Google Apps
  • Self-starter with keen attention to detail
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Ability to travel as needed to troubleshoot, train or support techs within the region

Required Education/Experience:

  • Bachelor’s degree or equivalent industry experience
  • Master’s degree a strong plus
  • Minimum 5 years’ experience as a lead or manager overseeing a team of technicians
  • 3-5 years’ hands-on experience with A/V technology, for example, equipment installation, site preparation, termination and calibration of audio and video equipment, and implementation of control systems in corporate environments
  • Working knowledge of commercial construction methods such as ceiling deck construction, wall framing and structural engineering
  • Must have mastered all aspects of audio-visual field installation and should be able to fully commission an AV System

Preferred Technical Experience:

  • Experience with Crestron, Nexia, Tandberg, Biamp, ClearOne, Polycom Etc
  • Cisco, Tandberg or Polycom installation experience / certification
  • ITIL Foundation Certificate