Collaboration Service Delivery Manager

AVI-SPL•East Hanover, NJ

About The Position

The Collaboration Service Delivery Operations Manager is a global operations leader within the meeting and production service, accountable for governance, operational readiness, and continuous improvement of enterprise live meetings and events collaboration services. Partnering with regional teams, client teams, vendors, and platform owners, this role ensures consistent execution and customer outcomes across Microsoft Teams, Monday.com, GlobalMeet, and other approved platforms. This is a people leader role centered on service management (standards, routines, documentation, reporting), tooling and process alignment, KPI and budget visibility, and escalation coordination. The role does not produce events directly; it enables production and support teams to deliver reliably through clear operating standards and cross-functional coordination. Items to Consider: AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account. This position will generally work on customer sites and may deal with a construction site type of work environment.

Requirements

8+ years in collaboration services, live event operations, AV, enterprise service delivery, or delivery operations in a global environment.
3+ years of people leadership experience (or equivalent leadership in a matrixed operations environment).
Strong service management capability: SLA tracking, operational reporting, incident and escalation practices, continuous improvement.
Demonstrated project management experience leading cross-functional initiatives (scope, timelines, risk, stakeholder communication).
Hands-on familiarity with Microsoft Teams and enterprise webcast or event platforms, including operational workflows (intake, scheduling, provisioning, access management, integrations coordination, troubleshooting coordination, reporting).
Strong client services and stakeholder management skills; ability to align teams to customer expectations and service outcomes.
Excellent written and verbal communication; able to produce clear runbooks, governance artifacts, and executive-ready status reporting.

Nice To Haves

Experience with Monday.com (workflows, templates, dashboards, reporting) and strong operational use of Microsoft Teams for service delivery.
Familiarity with ITSM and knowledge management tools (ticketing, KB governance, incident problem change practices).
Experience with vendor governance, procurement processes, and financial controls (forecasting, spend tracking, variance management).

Responsibilities

Drive global service delivery operations by standardizing workflows, aligning cross-regional execution, and improving end-to-end performance for live meetings and events services.
Run service governance and controls to ensure consistent quality, compliance, and measurable outcomes (cadences, reviews, action tracking).
Own service knowledge and documentation (service catalog, SOPs, runbooks, knowledge articles) and ensure it remains current and adopted.
Own performance management and insights by defining and reporting KPIs (SLA adherence, cycle time, incident trends, customer experience), ensuring system-of-record accuracy, investigating anomalies, and translating insights into improvements.
Lead continuous improvement by capturing feedback, identifying root causes, prioritizing changes, coordinating implementation, and tracking impact.
Manage vendor performance through SLA reviews, issue tracking, and service improvement plans.
Provide operational platform leadership for approved tools by coordinating adoption, training, testing, and governance; standardize workflows including intake, scheduling, provisioning, access management, integrations coordination, troubleshooting engagement, and reporting.
Partner with IT, Security, and platform owners to align operations with compliance, privacy, and enterprise standards; coordinate operational readiness for new capabilities before go-live (monitoring, escalation paths, training, documentation, change routines).
Lead cross-functional operational projects by aligning stakeholders on scope, timelines, risks, dependencies, and deliverables.
Coordinate high-profile readiness and escalations by confirming coverage plans, communications protocols, incident coordination, and lessons learned tracking.
Manage financial governance by tracking spend versus forecast, validating vendor charges against agreements, and escalating variances and cost risks through established controls.
Lead and develop the operations and support team, including prioritization, training, coverage planning, performance management, and continuous improvement.
Own client services engagement by partnering with client teams on intake, expectation setting, service communications, and escalation paths; drive customer experience improvements through feedback loops and post-service reviews.