Event Production Service Delivery Manager

The Event Production Service Delivery Manager will oversee the management and leadership of a managed event production and broadcasting support service for an established multinational pharmaceutical and biotechnology company. This key role is responsible for:

• managing a service responsible for the successful execution of onsite, virtual, hybrid, and control room-supported productions across multiple client production spaces and enterprise event platforms ranging from informal presentations to high-profile, business-critical, and technically complex live events;
• implementing a strategic operational approach and service structure designed to fulfill end-to-end event, meeting, and broadcasting support requirements across multiple regions and supported environments; and
• ensuring a consistent, high level of service delivery aligned to defined Service Level Agreements (SLAs), operational governance standards, and client expectations for all supported production activities.

• Oversee the team responsible for providing high-quality production and event support through professional quality video, audio, streaming, and presentation technologies to allow the client and external partners to connect and communicate effectively across onsite, virtual, and hybrid event environments.
• Create and maintain standardized operational processes for key deliverables including event intake, scheduling, reporting, escalation management, staffing coordination, and service delivery tracking.
• Implement the creation and distribution of documented workflows, operational procedures, and governance standards to establish consistent best practices across all supported locations and production environments.
• Oversee the development of preventative maintenance procedures, operational readiness plans, and service continuity processes to ensure event spaces, meeting platforms, and control room environments remain operationally ready and aligned to SLA expectations.
• Provide tactical oversight of virtual and onsite resources performing break/fix and event services
• Active partnering with AVI-SPL’s Global Operations leadership team to assure maximum cooperation and alignment.
• Proactively identify opportunities to improve operational efficiency, streamline production workflows, and enhance the end-to-end client event experience.
• Actively contribute to the identification, reporting and implementation of Continuous Service Improvement (CSI) items.
• As applicable, help foster the use, and ongoing improvement of, formal project management approaches on the account.
• Maintain an organized and professional environment where all service delivery teams perform to both AVI-SPL and the customer’s values and standards of excellence.
• Positively interact with, and drive a standard operating model, with other regional AVI-SPL operational leadership and team members.
• Continuously assess and recommend solutions regarding the functionality of studio, control room, and event spaces based on operational requirements, event scope, and evolving production technologies.
• Support operational alignment across onsite teams, regional production resources, and managed service delivery functions to ensure consistent execution across supported locations.

• Serve as the primary point of contact for the client to ensure alignment on production goals, operational priorities, and service delivery requirements.
• Based on agreed-to relationship mapping, actively engage with the customer’s staff to drive service adoption and maximize value realized.
• Act as the primary escalation point for operational issues, service interruptions, and new business requirements related to event, meeting, and broadcasting support services.
• Partner with client stakeholders, Live Event teams, and operational leadership to support ongoing service delivery initiatives and continuous improvement efforts.
• Lead relationships with AVI-SPL production resources, vendors, and external partners for scalable event support, additional technical resources, and specialized production requirements.
• Provide clients with ongoing recommendations regarding industry best…