Service Delivery Manager

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Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive business outcomes such as digital transformation, innovation, and operational agility. Milestone focuses on an employee-first, performance-based culture and has a history of supporting enterprise clients.

Job Summary

We are looking for an experienced onsite Service Delivery Manager for Global AV & Events. The role is onsite in San Francisco and is crucial to ensure that client and employee expectations are exceeded, delivering a world-class experience. The ideal candidate will have a broad skill set including successful event support, exceptional customer service, strong interpersonal and written communication skills, leadership experience, and expertise in AV operations and events. This position will also be responsible for escalation resolution and making recommendations to maintain optimal operations, event and conferencing experiences.

How You Will Make An Impact

• Deliver flawless production level events for executives, global user base and specialty teams
• Maintain functionality of global conference rooms and event spaces
• Create operational systems, processes and policies in support of the client’s mission, improve management reporting, information flow, business processes and organizational planning
• Main point of escalation for the AV Ops & Events Global Service
• Strategic administration and general management, including day-to-day leadership, management and maintaining performance, ownership of interviewing and hiring and QBR ownership
• Design and implement training programs for staff and users
• Support and communicate with executives and end users regarding requirements for upcoming meetings, escalation resolution while representing Milestone
• Liaise and collaborate with cross-functional teams to drive key projects and understand event requirements
• Audits ticket data to ensure ticket handling quality meets or exceeds expectations and SLAs
• On-call shifts scheduled during non-standard hours
• Provide reporting & analysis on data and metrics, observe and report on service trends to drive team direction and effectiveness
• Collaborate with Milestone HR on personnel issues or questions
• Responsible for assigned projects and efforts for key corporate initiatives and internal service delivery initiatives

What You Will Need To Succeed

Compensation

Estimated pay range is provided as part of the posting; exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

Milestone strives to create a workplace that reflects the communities we serve, where everyone can bring their full, authentic selves to work. We are committed to an inclusive culture that champions equity and belonging. Milestone provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by law. We also make reasonable accommodations for disabled applicants and employees. We welcome diverse backgrounds and perspectives to our global team.

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