Job Description
Full job description
What this job entails:
The AV Delivery Manager will oversee daily AV service operations for a major global Astreya client. This client-facing position necessitates adept management of both client and employee expectations. The role demands strong leadership, multitasking, prioritization, and communication skills to effectively direct diverse teams.
The successful candidate will lead a team of AV Technicians and other support staff, demonstrating a solid understanding of the AV industry and proficiency with leading tools and technologies. This role also involves real-time customer issue resolution, coupled with mentoring and developing staff to ensure consistent responsiveness and attentiveness to customer stakeholders. Additionally, the Service Delivery Manager will collaborate with internal Astreya leadership to refine the AV offering and foster growth into new target accounts.
Your roles and responsibilities:
Maintaining agreed upon service level agreements
Maintain agreed key operational metrics, reporting and cadence, set targets and continuously improve; present operational metrics on an agreed regular basis to Client Leadership.
Ensure that all program and operational documentation is up-to-date and that all program participants are fully trained on processes and procedures including but not limited to Playbook, Incident Management SOP, Problem Management SOP & Change Management SOP.
Carry out continuous service improvement processes and implement changes to processes and workflows as necessary.
Root Cause Analysis - Identify and solve issues that impact the Client's AV Spaces.
Ensure that hardware or software issues that are outside of our SOW are escalated to the relevant team.
Must be able to effectively collaborate with internal (Astreya) team members as well as Client Team members.
Develop strategic planning in relation to the program in conjunction with other AV Stakeholders.
Strategic administration and general management issues, which will include the day-to-day supervision of a large, distributed team and overseeing their work output.
Responsible for fostering and maintaining an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting & managing performance expectations.
Staff development by training/mentoring the team on standards and best practices that apply to both the industry and our client.
Hold regular team meetings to discuss key initiatives.
Ensure adherence to Astreya and client policies and procedures.
Flexibility to work outside the job description as needed.
Leads the collaborative, dynamic planning process – prioritizing the work that needs to be done against the capacity and capability of the team
Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position
Qualifications:
Bachelor’s degree (B.S/B.A) from four-college or university and 8+ years’ related experience and/or training; or equivalent combination of education and experience
Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
Must be able to lead a cooperative effort among members of a support team.
A track record of successfully managing the delivery of AV & Event support services
Proven track record of implementing and leading improvements throughout the service lifecycle
Able to identify projects at risk and take appropriate action to recover, often working across divisional boundaries
Strong technical knowledge of enterprise AV, including but not limited to help desk, ticket and incident management, AV/VC, and asset management.
Strong analytical, organizational, communication and presentation skills.
Highly adaptable with the ability to effectively manage multiple concurrent work streams.
Strong business acumen and the ability to provide operational, technical and financial oversight.
Proven leadership skills with the ability to motivate, lead, develop, direct and position people to work effectively in a team environment.
Preferred Qualifications:
ITIL
CTS
Skills:
Good Audio Visual technical knowledge with experience of corporate conferencing technology and unified communication
Data analytics (Google DataStudio, etc. - producing dashboards and advanced metrics)
Presentation skills
Excellent written and verbal skills
Excellent problem solving and organizational skills
Analytical and problem-solving/troubleshoot
Able to manage your own workload and to make decisions independently
Strong interpersonal and customer service skills
General working knowledge of computers and networking
Proficiency using either Microsoft Office Suite or Google Suite/Apps
Physical Demand & Work Environment:
Must have the ability to perform office-related tasks which may include prolonged sitting or standing
Must have the ability to move from place to place within an office environment
Must be able to use a computer
Must have the ability to communicate effectively
Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers
Salary Range
$98,040.00 - $154,800.00 USD (Salary)
Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.
Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:
Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only
Dental provided through Cigna (DPPO & DHMO options)
Nationwide Vision provided through VSP
Flexible Spending Account for Health & Dependent Care
Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
Corporate Wellness Program
Employee Assistance Program
Wellness Days
401k Plan
Basic Life, Accidental Life, Supplemental Life Insurance
Short Term & Long Term Disability
Critical Illness, Critical Hospital, and Voluntary Accident Insurance
Tuition Reimbursement (available 6 months after start date, capped)
Paid Time Off (accrued and prorated, maximum of 120 hours annually)
Paid Holidays
Any other statutory leaves, paid time, or other fringe benefits required under state and federal law
What this job entails:
The AV Delivery Manager will oversee daily AV service operations for a major global Astreya client. This client-facing position necessitates adept management of both client and employee expectations. The role demands strong leadership, multitasking, prioritization, and communication skills to effectively direct diverse teams.
The successful candidate will lead a team of AV Technicians and other support staff, demonstrating a solid understanding of the AV industry and proficiency with leading tools and technologies. This role also involves real-time customer issue resolution, coupled with mentoring and developing staff to ensure consistent responsiveness and attentiveness to customer stakeholders. Additionally, the Service Delivery Manager will collaborate with internal Astreya leadership to refine the AV offering and foster growth into new target accounts.
Your roles and responsibilities:
Maintaining agreed upon service level agreements
Maintain agreed key operational metrics, reporting and cadence, set targets and continuously improve; present operational metrics on an agreed regular basis to Client Leadership.
Ensure that all program and operational documentation is up-to-date and that all program participants are fully trained on processes and procedures including but not limited to Playbook, Incident Management SOP, Problem Management SOP & Change Management SOP.
Carry out continuous service improvement processes and implement changes to processes and workflows as necessary.
Root Cause Analysis - Identify and solve issues that impact the Client's AV Spaces.
Ensure that hardware or software issues that are outside of our SOW are escalated to the relevant team.
Must be able to effectively collaborate with internal (Astreya) team members as well as Client Team members.
Develop strategic planning in relation to the program in conjunction with other AV Stakeholders.
Strategic administration and general management issues, which will include the day-to-day supervision of a large, distributed team and overseeing their work output.
Responsible for fostering and maintaining an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting & managing performance expectations.
Staff development by training/mentoring the team on standards and best practices that apply to both the industry and our client.
Hold regular team meetings to discuss key initiatives.
Ensure adherence to Astreya and client policies and procedures.
Flexibility to work outside the job description as needed.
Leads the collaborative, dynamic planning process – prioritizing the work that needs to be done against the capacity and capability of the team
Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position
Qualifications:
Bachelor’s degree (B.S/B.A) from four-college or university and 8+ years’ related experience and/or training; or equivalent combination of education and experience
Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
Must be able to lead a cooperative effort among members of a support team.
A track record of successfully managing the delivery of AV & Event support services
Proven track record of implementing and leading improvements throughout the service lifecycle
Able to identify projects at risk and take appropriate action to recover, often working across divisional boundaries
Strong technical knowledge of enterprise AV, including but not limited to help desk, ticket and incident management, AV/VC, and asset management.
Strong analytical, organizational, communication and presentation skills.
Highly adaptable with the ability to effectively manage multiple concurrent work streams.
Strong business acumen and the ability to provide operational, technical and financial oversight.
Proven leadership skills with the ability to motivate, lead, develop, direct and position people to work effectively in a team environment.
Preferred Qualifications:
ITIL
CTS
Skills:
Good Audio Visual technical knowledge with experience of corporate conferencing technology and unified communication
Data analytics (Google DataStudio, etc. - producing dashboards and advanced metrics)
Presentation skills
Excellent written and verbal skills
Excellent problem solving and organizational skills
Analytical and problem-solving/troubleshoot
Able to manage your own workload and to make decisions independently
Strong interpersonal and customer service skills
General working knowledge of computers and networking
Proficiency using either Microsoft Office Suite or Google Suite/Apps
Physical Demand & Work Environment:
Must have the ability to perform office-related tasks which may include prolonged sitting or standing
Must have the ability to move from place to place within an office environment
Must be able to use a computer
Must have the ability to communicate effectively
Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers
Salary Range
$98,040.00 - $154,800.00 USD (Salary)
Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.
Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:
Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only
Dental provided through Cigna (DPPO & DHMO options)
Nationwide Vision provided through VSP
Flexible Spending Account for Health & Dependent Care
Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
Corporate Wellness Program
Employee Assistance Program
Wellness Days
401k Plan
Basic Life, Accidental Life, Supplemental Life Insurance
Short Term & Long Term Disability
Critical Illness, Critical Hospital, and Voluntary Accident Insurance
Tuition Reimbursement (available 6 months after start date, capped)
Paid Time Off (accrued and prorated, maximum of 120 hours annually)
Paid Holidays
Any other statutory leaves, paid time, or other fringe benefits required under state and federal law
💡 Quick Summary
Seeking a career-building opportunity? The AV & Events Delivery Manager position is now open for candidates interested in the Event Management Jobs sector. This role in Seattle offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Event Management Jobs is a plus.
