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: $110K/Annually

Role Summar

yWe 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 Are

• asStandardize and optimize global service delivery workflows for live meetings and collaboration servic
• esEstablish and manage governance routines, performance controls, and reporting cadenc
• esOwn service documentation including SOPs, runbooks, service catalogs, and knowledge asse
• tsDefine, track, and analyze KPIs (SLA adherence, cycle times, incident trends, customer experience metric
• s)Lead continuous improvement initiatives and root cause analys
• isManage vendor performance, SLA compliance, and service improvement pla
• nsProvide operational leadership for collaboration platforms, ensuring workflow alignment and adopti
• onPartner with IT, Security, and platform owners to ensure compliance and operational readine
• ssLead cross-functional operational initiatives and manage risks, dependencies, and timelin
• esOversee escalation management and high-visibility event readine
• ssManage financial governance including spend tracking, vendor validation, and forecasti
• ngLead and develop the operations and support te
• amDrive client engagement, service communications, and customer experience improvemen

ts
Required Qualifications (Must Have – Unchang

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

ng.
Preferred Qualificat

• ionsExperience with Monday.com (workflows, dashboards, report
• ing)Familiarity with ITSM and knowledge management t
• oolsExperience with vendor governance and financial cont