Service Implementation & Delivery Manager

Take your career in IT and AV service management to the next level with a global systems integrator and managed services provider in the role of Service Implementation & Delivery Manager.  The Service Implementation & Delivery Manager position offers a rewarding role where your expertise will drive the successful implementation and delivery of cutting-edge service solutions. This pivotal position not only promises professional growth but also the chance to make a significant impact on operational efficiencies and business outcomes.

Why This Role Stands Out:
- Leadership and Influence: Lead a team of skilled professionals and manage third-party vendors, ensuring high standards of service delivery and customer satisfaction.
- Professional Development: Enhance your project management skills and technical expertise while working on complex, large-scale AV & IT implementation projects.
- Strategic Impact: Play a crucial role in aligning AV/IT support activities with strategic objectives, driving continuous service improvement, and maintaining data integrity.

Key Responsibilities:
- Service Implementation Management: Oversee the onboarding, provisioning, and configuration of devices, ensuring seamless integration into the monitoring and management services.
- Technical Troubleshooting: Conduct root-cause analysis and resolve technical issues to maintain service functionality.
- Stakeholder Engagement: Act as the primary point of contact for service delivery, facilitating regular updates and addressing concerns.
- Resource and Risk Management: Identify and recruit IT partners, manage their services, and implement risk mitigation strategies.
- Service Performance Reporting: Provide detailed reports on service performance and implement Continuous Service Improvement (CSI) plans.
- Compliance and Data Integrity: Ensure data integrity across all platforms and facilitate Change Control processes.
- Team Leadership: Guide and mentor a team of professionals, fostering a collaborative and high-performance culture.

Required Skills and Experience:
- Technical Expertise: Strong knowledge of videoconferencing and collaboration systems (Poly, Cisco, Microsoft Teams Rooms, Zoom Rooms) and proficiency in troubleshooting AV conferencing systems.
- Project and Service Management: Proven ability to manage complex service implementation projects and service delivery operations.
- Communication and Leadership: Exceptional verbal and written communication skills, with demonstrated leadership in managing cross-functional teams and third-party vendors.
- Customer Focus: A strong service orientation with a commitment to understanding and meeting internal and external expectations.

Qualifications:
- Experience: 5+ years in IT Management, 3+ years in Service Delivery or Implementation Management, and a proven track record in managing large-scale projects.
- Certifications: ITIL, PMP, CISSP, or CISM certifications are highly desirable, along with vendor-specific certifications relevant to the technologies managed in the role.

Come and join the team as the Service Implementation & Delivery Manager and be instrumental in the delivery of exceptional AV/IT services. This role is not just a job; it’s a chance to lead, innovate, and excel in a supportive and forward-thinking environment.