Service Delivery Manager – Unified Communications, Video Conferencing

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🗣️ Communications

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New Era Technology

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🔒 Cybersecurity

📡 Telecommunications

🏢 Enterprise

Cybersecurity • Telecommunications • Enterprise

New Era Technology is a global technology solutions provider offering a wide range of services and solutions, including cloud services, professional and managed services, cybersecurity, collaboration and unified communications, data networking, digital transformation, and physical security. With a team of engineers, designers, installers, and technicians, New Era Technology collaborates with over 20,000 customers and operates through 80+ offices worldwide. They are recognized as a top integrator for AV and video collaboration and offer industry-specific solutions for sectors such as healthcare, education, government, banking, finance, and retail. New Era Technology aims to help businesses adapt to the rapidly changing digital landscape through innovative technology solutions and customized services.

📋 Description

• Own and manage the overall service relationship between the customer and service delivery teams. • Monitor day-to-day service operations and ensure services are delivered according to agreed SLAs and contractual commitments. • Review operational performance metrics and service reports to identify trends, risks, and opportunities for improvement. • Coordinate multiple support teams to ensure seamless service delivery. • Act as the primary escalation point for service-related issues and operational challenges. • Manage the operational delivery of enterprise Video Conferencing, Unified Communications (UC), and Collaboration Services. • Ensure the availability, reliability, and performance of enterprise video conferencing platforms across global meeting environments. • Coordinate AV, Collaboration, Networking, and Operations teams to resolve conferencing-related incidents and service issues. • Monitor conferencing platform health, utilization, service quality, and user experience metrics. • Support executive meetings, business-critical conferencing events, and major collaboration initiatives when required. • Oversee operational readiness for conferencing platform upgrades, migrations, and new technology deployments.

🎯 Requirements

• Minimum 5+ years of Service Delivery Management, IT Operations Management, or IT Service Management experience. • Strong knowledge of ITIL Service Management processes and best practices. • Experience managing SLAs, KPIs, operational reporting, and service governance. • Proven experience leading customer-facing service reviews and executive presentations. • Strong Incident, Problem, Change, and Escalation Management experience. • Experience coordinating cross-functional technical and operational teams. • Excellent stakeholder management and customer relationship skills. • Strong analytical, problem-solving, and decision-making abilities. • Experience with service reporting, performance metrics, and trend analysis. • Exceptional verbal and written communication skills. • Strong organizational, planning, and project coordination capabilities. • Recent hands-on experience supporting enterprise Video Conferencing, Unified Communications (UC), and Collaboration Services. • Experience managing enterprise AV and conferencing operations within a Managed Services or Enterprise IT environment. • Strong understanding of conferencing operations, meeting room technologies, and collaboration service delivery. • Experience working with cross-functional AV, Networking, Infrastructure, Collaboration, and Operations teams.

🏖️ Benefits

• Competitive benefits • Continuous training