Collaboration Onsite Delivery Manager

Description

WHO WE ARE

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award‑winning managed services.

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

WHAT YOU’LL DO

The Collaboration Service Delivery Operations Manager is a global operations leader within the meeting and production service, accountable for governance, operational readiness, and continuous improvement of enterprise live meetings and events collaboration services. Partnering with regional teams, client teams, vendors, and platform owners, this role ensures consistent execution and customer outcomes across Microsoft Teams, , Global Meet, and other approved platforms.

This is a people leader role centered on service management (standards, routines, documentation, reporting), tooling and process alignment, KPI and budget visibility, and escalation coordination. The role does not produce events directly; it enables production and support teams to deliver reliably through clear operating standards and cross‑functional coordination.

Day‑To‑Day Responsibilities:

• Drive global service delivery operations by standardizing workflows, aligning cross‑regional execution, and improving end‑to‑end performance for live meetings and events services.
• Run service governance and controls to ensure consistent quality, compliance, and measurable outcomes (cadences, reviews, action tracking).
• Own service knowledge and documentation (service catalog, SOPs, runbooks, knowledge articles) and ensure it remains current and adopted.
• Own performance management and insights by defining and reporting KPIs (SLA adherence, cycle time, incident trends, customer experience), ensuring system‑of‑record accuracy, investigating anomalies, and translating insights into improvements.
• Lead continuous improvement by capturing feedback, identifying root causes, prioritizing changes, coordinating implementation, and tracking impact.
• Manage vendor performance through SLA reviews, issue tracking, and service improvement plans.
• Provide operational platform leadership for approved tools by coordinating adoption, training, testing, and governance; standardize workflows including intake, scheduling, provisioning, access management, integrations coordination, troubleshooting engagement, and reporting.
• Partner with IT, Security, and platform owners to align operations with compliance, privacy, and enterprise standards; coordinate operational readiness for new capabilities before go‑live (monitoring, escalation paths, training, documentation, change routines).
• Lead cross‑functional operational projects by aligning stakeholders on scope, timelines, risks, dependencies, and deliverables.
• Coordinate high‑profile readiness and escalations by confirming coverage plans, communications protocols, incident coordination, and lessons learned tracking.
• Manage financial governance by tracking spend versus forecast, validating vendor charges against agreements, and escalating variances and cost risks through established controls.
• Lead and develop the operations and support team
  , including prioritization, training, coverage planning, performance management, and continuous improvement.
• Own client services engagement by partnering with client teams on intake, expectation setting, service communications, and escalation paths; drive customer experience improvements through feedback loops and post‑service reviews.

Items to Consider:

• AVI‑SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account.
• This position will generally work on customer sites and may deal with a construction site type of work environment.

WHAT WE’RE LOOKING FOR

Must‑Haves:

• 8+ years in collaboration services, live…