Service Delivery Operations Manager – AV & Live Events

Job description:

Service Delivery Operations Manager – AV & Live Events

Location: East Hanover, NJ (Onsite – 5 Days)

Employment Type: Full Time - Ongoing Long-Term Contract

Compensation: $-118K/Annually

Role Summary

We are seeking a senior-level Project & Operations Manager (Service Delivery) to lead global operations for enterprise live meetings and collaboration services. This role is responsible for governance, operational readiness, service standardization, KPI oversight, vendor coordination, and continuous improvement across platforms such as Microsoft Teams, Monday.com, GlobalMeet, and other approved collaboration tools.

This is a strategic operations and people leadership role. The position does not directly produce events but ensures production and support teams deliver consistently through strong service management, operational controls, and cross-functional alignment.

Key Focus Areas

• Standardize and optimize global service delivery workflows for live meetings and collaboration services
• Establish and manage governance routines, performance controls, and reporting cadences
• Own service documentation including SOPs, runbooks, service catalogs, and knowledge assets
• Define, track, and analyze KPIs (SLA adherence, cycle times, incident trends, customer experience metrics)
• Lead continuous improvement initiatives and root cause analysis
• Manage vendor performance, SLA compliance, and service improvement plans
• Provide operational leadership for collaboration platforms, ensuring workflow alignment and adoption
• Partner with IT, Security, and platform owners to ensure compliance and operational readiness
• Lead cross-functional operational initiatives and manage risks, dependencies, and timelines
• Oversee escalation management and high-visibility event readiness
• Manage financial governance including spend tracking, vendor validation, and forecasting
• Lead and develop the operations and support team
• Drive client engagement, service communications, and customer experience improvements

Required Qualifications (Must Have – Unchanged)

• 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.

Preferred Qualifications

• Experience with Monday.com (workflows, dashboards, reporting)
• Familiarity with ITSM and knowledge management tools
• Experience with vendor governance and financial controls