Company:

Astreya Partners are at the cusp of the new way of working.  We provide IT services and Managed Performance to some of the most exciting companies on the planet.  Our delivery model helps our clients be Positively productive by matching exceptional people to on-site teams delivering world class IT service.  With engineers in over 30 countries and 70 cities around the world we are a truly global company working with truly global clients.  

Role Description:

We are looking for an AVM Service Delivery Manager to join our team. The Service Delivery Manager will be involved in a variety of tasks that require management of the AVM technicians, interaction with Company’s customers and the customer systems.  The candidate will need a solid understanding of the AV industry systems, tools and leading IT technologies. This role also requires the ability to troubleshoot issues and to mentor and develop staff when required. The Service Delivery Manager will manage and monitor the team(s) that resolve problems from our customers and complete Company projects.  They will be required to manage workloads and prioritize work across the team as well as develop the service delivery organization within Company.

Additionally, this role will be responsible for reading and understanding assigned project documentation, and determine if additional information is required. Informing the Project Manager of any problems and concerns with assigned projects, maintaining accurate inventory of parts and responsible for reporting daily time and activity to the Project Manager.

Responsibilities

Maintain agreed key operational metrics, reporting and cadence, set targets and continuously improve; present operational metrics weekly to Client Leadership Maintaining and reporting on budget status, in addition to other financial measures defined for the customer engagement Collaborating with Astreya Human Resources on all personnel issues or questions Maintaining documentation and process specific to the customer engagement. The ability to develop a strategic perspective of the service based on multiple levels of detailed operations information Maintain excellent problem solving, communication, and organizational skills Experience leading programs within an AV Operational environment Must be able to effectively collaborate with internal (Astreya) team members as well as Client Team members Responsible for fostering and maintaining an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting and managing performance expectations Strategic administration and general management issues, which will include the day-to-day supervision of staff, and overseeing work organized by Global Service Delivery Manager Maintaining agreed upon service level agreements Ensuring that all documentation is up-to-date and that all program participants are fully trained on processes and procedures Review change order requests and lead all monthly Joint Operational Reviews with the client Ensuring that performance evaluations of all staff are completed according to the Personnel Manual Determining the need for travel and training of all employees Manage the merit performance process Ensure that staff training takes place, and that compliance can be reported Required Skills/Experience/Qualification
Accredited degree or equivalent combination of relevant education and experience 5+ years experience with AV equipment including equipment racks, site preparation, termination and calibration of audio and video equipment, and implementation of control systems in a corporate environment CTS/CTS-I, NSCA, Cedia, Cisco, Polycom, Nexia, BiAmp, ClearOne, or Crestron Certification - preferred 3+ years experience as a lead technician or leadership role Physical Demands of the job
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and to Ability to regularly lift and transport up to 50 pounds.

What can Astreya offer you?

Working with some of the biggest firms in the world as part of the Astreya delivery network Employment in the fast growing IT space providing you with brilliant career options for years to come Introduction to the new ways of working and awesome technologies Career paths to help you establish where you want to go A company-wide mentoring program to advise you along the way Online training courses through CBT-nuggets to upskill you Performance management system to provide you with meaningful, actionable feedback Dedicated management to provide you with a point of leadership and care Internal promotion focus.  We love to build people from within. Numerous on-the-job perks Peer Recognition