Job Overview The Audio Visual Collaboration Service Delivery Operations Manager leads the operational excellence of enterprise collaboration, live event, and production services across a global organization. This role is responsible for driving service governance, operational readiness, process standardization, continuous improvement, and exceptional customer experiences while partnering with IT, Workplace Services, Communications, regional teams, and vendors. It focuses on enabling high-performing teams to consistently deliver reliable, scalable collaboration and production services. Duties Lead global collaboration and production service operations, ensuring consistent, high-quality delivery of live, virtual, and hybrid meeting experiences. Develop and maintain service governance, SOPs, documentation, operational standards, KPIs, and executive reporting. Drive continuous improvement through process optimization, performance metrics, customer feedback, and operational reviews. Lead cross-functional initiatives, partnering with IT, Security, Communications, and Workplace Services to support new technologies and operational readiness. Manage vendor relationships, budgets, service performance, and operational compliance. Mentor and develop operations teams while fostering a culture of accountability, collaboration, and customer service excellence.

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, including SLA tracking, operational reporting, incident and escalation practices, and continuous improvement. Demonstrated project management experience leading cross-functional initiatives, including scope, timelines, risk, and stakeholder communication. Hands-on familiarity with enterprise collaboration, webcast, or event platforms, including operational workflows such as intake, scheduling, provisioning, access management, integrations coordination, troubleshooting coordination, and reporting. Strong client services and stakeholder management skills, with the ability to align teams to customer expectations and service outcomes. Excellent written and verbal communication skills, with the ability to produce clear runbooks, governance artifacts, presentations, end-user communications, and executive-ready status reporting. Preferred Familiarity with ITSM and knowledge management tools, including ticketing systems, knowledge base governance, and incident, problem, and change practices. Experience with vendor governance, procurement processes, and financial controls, including forecasting, spend tracking, and variance management. Knowledge and Experience with any of the following: AV & Control Systems Crestron Extron Q-SYS Dante

NDI SMPTE 2110

Streaming & Production OBS vMix AWS Elemental Wirecast Ross Grass Valley Blackmagic

ATEM PTZ

Systems Collaboration Microsoft Teams Zoom Webex Monitoring & Operations ServiceNow Grafana PepperDash XIO Cloud Enterprise Infrastructure Digital signage SAN/NAS storage Media asset management Production scheduling platforms Broadcast signal routing

Pay:

$140,000.00 - $150,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off

Work Location:

In person