Audio Visual Services Manager
Opportunity at Microserve
Location: Hybrid (Alberta Preferred)
The Audio Visual (AV) Service Manager is responsible for end-to-end service delivery of Microserve’s Audio Visual services and solutions beginning with project planning, through implementation and post-implementation including ongoing support and maintenance. The AV Services Manager is a highly organized and effective service delivery leader with strong communication and people management skills. Experience in project management, audio visual technology and overall IT service delivery, including people management, are highly desirable. Our preferences for this role are for candidates who are located in Alberta.
Project Planning: Support project managers to develop detailed project plans, timelines, and budgets for AV projects.
Resource & Utilization Management: HR responsibility for AV services team members including hiring, coaching, training, professional development, and performance management. Manage resource levels and skills mix to make sure that we are consistently able to meet our client commitments, including a combination of both Microserve employees and subcontractors.
Implementation Management & Post-Implementation Support: Make sure we are delivering against all client commitments on an ongoing basis. Closely monitor and oversee all active services engagements. This includes making sure that all engagements are resourced appropriately, completed within agreed to scope and timelines, issues are addressed in a timely manner, and that clients are satisfied with the end results. You will also create and maintain team processes, standard operating procedures and related documentation.
Service Delivery & Project Management: The Services Manager will both work with existing Microserve Service Delivery and Project Managers to deliver AV services to our clients, as well as act in this role directly as appropriate for specific clients and projects, choosing the best resource assignments to ensure service excellence.
Ongoing Service Delivery & Support: The Services Manager will ensure we provide high quality AV support including service level (SLA) achievement for all of our contracted customers, while driving cost optimization through efficient operational processes.
Cross-Team Collaboration: In terms of service delivery, the Services Manager is expected to collaborate with the AV Design, Managed, and Professional Services teams in regards to technical escalations or operational handoff requirements, and ensure collaboration through all phases of service delivery and project execution. In this role, you will act as team escalation point to triage and manage all incoming employee and client concerns and identify appropriate course of action and all communications.
Financial Management: Ensure accurate and timely client billing, as well as overall financial performance of the AV services organization. You will also be responsible for service definition and pricing for all AV support and maintenance offerings.
5+ years of experience in IT and/or Audio Visual service delivery and project management in enterprise environments
Experience with full lifecycle people management, including hiring, coaching and performance management
Relevant certifications such as AVIXA, PMP, ITIL, etc would all be considered assets
Experience with and understanding of modern AV technologies, including Microsoft Teams Rooms, is strongly desirable
Willing and able to travel between Microserve locations as needed
Experience in client facing service delivery and for a service provider are strongly desirable
Experience with time and attendance, utilization, and expense management are strongly desirable
At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in Halifax, Victoria, Calgary, and Edmonton, we employ over 550 team members, and are one of the largest technology solutions providers, recognized for our ability to deliver and innovate to meet the changing needs of our clients.