AV Service Delivery Manager

The AV Service Delivery Manager is a key operational leader responsible for ensuring world‑class delivery of audiovisual services across conference rooms, executive spaces, high‑profile events, and global collaboration environments. This role oversees a multi‑faceted support team and ensures that daily operations, service delivery, and event support meet the highest standards.

The ideal candidate has hands‑on experience managing AV teams and projects as well as 3–5 years of experience supporting or coordinating high‑profile events. The AV Service Delivery Manager excels at people leadership, structured process development and execution, stakeholder engagement, and delivering reliable technology experiences in high‑visibility situations.

• Collaborate closely with key stakeholders to plan and execute the technical delivery of all high‑profile, executive, and broadcast‑level events.
• Work closely with event planners, communications, IT, and facilities teams to ensure flawless event technology delivery.
• Act as the escalation point during live events, ensuring rapid response to emerging technical issues.
• System Readiness & Operational Uptime
  • Ensure all conference rooms, executive spaces, and common area systems are ready for daily use.
  • Oversee proactive room sweeps, monitoring dashboards, health checks, and preventive maintenance programs.
  • Monitor system performance trends, rapidly identify issues and coordinate remediation efforts.
• Break/Fix Support & Incident Resolution
  • Manage the full incident lifecycle, from ticket intake to resolution and post‑issue analysis.
  • Ensure break/fix activities are completed efficiently, communication is clear, and SLAs are consistently met.
  • Coordinate escalations with internal teams, engineers, or vendor partners to resolve recurring or complex problems.
• Team Leadership, Coaching & Professional Development
  • Lead and support the AV operations and engineering teams.
  • Develop individual growth plans and promote ongoing skill development.
  • Foster a collaborative, positive team culture that encourages accountability, communication, and continuous improvement.
• Process Optimization & Service Improvement
  • Design, implement, and refine operational processes that improve consistency, predictability, and system performance.
  • Partner with engineering, facilities, and IT to align support processes with broader organizational standards and AV design guidelines.
  • Identify opportunities for automation, efficiency gains, and improved customer experience.
• Documentation & Knowledge Management
  • Oversee the creation, maintenance, and accuracy of service documentation, troubleshooting guides, playbooks, and SOPs.
  • Ensure team follows consistent procedures and leverages the knowledge base for faster, more reliable resolutions.
  • Promote strong documentation habits across the team to reduce dependency on individual expertise.

• 5+ years of experience in AV operations, IT service management, or comparable technology service delivery roles.
• 3–5 years of experience supporting or coordinating technology for high‑profile or executive‑level events.
• Proven experience managing AV teams, service programs, or multi‑tier technical support organizations.
• Strong understanding of enterprise AV services, ticketing systems, and SLA‑driven operations.
• Excellent communication, leadership, and stakeholder‑facing skills.
• Strong organizational, planning, and project‑management capabilities.

• Experience in large corporate or global organizations.
• Familiarity with collaboration platforms such as Microsoft Teams or Zoom.
• Experience working with AV integrators, service providers, and hardware vendors.
• Ability to interpret technical details and translate them into operational guidance.