Sr. AV / IT Service Delivery Manager (Corporate Conferences & Events)

OUR COMPANY:

EOS IT Solutions is a global technology and logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of services are our top business priorities, along with investing in and supporting our partners and employees.

We are a true international IT provider and are proud to deliver our services through global simplicity with trusted transparency.

WHAT YOU WILL DO:

1. Manage the delivery and operations of client conferencing capabilities including Conference Space, Collaboration tools, Audio & Web conferencing, and Streaming.
2. Oversee strategic Collaboration projects, in alignment with organizational goals.
3. Provide leadership across all capabilities to ensure roadmaps are developed and executed through strategic projects and key initiatives.
4. Prioritize work based on return on investment, customer satisfaction, product performance, short/long term impact, and overall strategic company goals.
5. Define, lead, and build a high performing, collaborative team. Hold team members and others accountable for consistently following through on commitments and ensuring that results are achieved.

KEY RESPONSIBILITIES:

1. Work with internal personnel, managed service partners, and key vendors to ensure service levels are consistently met for critical services.
2. Manage day to day operations of client’s conferencing platforms.
3. Manage intake and execution of large events, ensuring smooth, quality delivery.
4. Ensure solutions are compliant with legal, privacy, and security requirements.
5. Develop and implement business continuity and disaster recovery protocols to minimize disruption to business operations in the event of emergency situations or data loss.
6. Provide training and education to employees to drive adoption of conferencing tools.
7. Establish efficiency and efficacy standards, providing recommendations for improvement of IT infrastructure.
8. Analyze IT infrastructure and systems performance to assess operating costs, productivity levels, upgrade requirements, and other metrics and needs.
9. Organize and manage technical project plans in accordance with the strategic plans of the IT organization and senior leaders, and analyze and recommend appropriate solutions to requests.
10. Communicate effectively to provide optimal support of all departments' information systems needs and to promote a professional climate throughout the organization.
11. Develop and maintain relationships with external IT vendors and service providers.
12. Drive continuous improvement of existing solutions and technologies.
13. Recommend enhancements, additions, or changes that will assist in meeting the needs of the staff, department, or partner teams.
14. Establish and maintain constructive working relationships with senior leaders, managers, employees, and other individuals the role encounters in the course of conducting business.
15. Responsible for managing, mentoring, coaching the team and setting objectives.

Required Education and Experience:

1. Bachelor’s degree in Computer Science, Information Technology, Management Information Systems, or similar degree required; Master’s degree or MBA preferred.
2. Minimum 10 years of IT experience.
3. Demonstrated ability to creatively approach business problems and establish a course of action.
4. Experience working in a matrix global organization where success requires broad orchestration of resources and services.
5. Experience working in an FDA-regulated business is preferred.
6. Excellent communication skills, both verbal and written.
7. Must be proactive, data-driven, and a good planner.
8. Proficiency in developing performance metrics.

ESSENTIAL CRITERIA:

1. Proficient in the latest technology for IT systems and management.
2. Experience managing the operations and life cycle of conference rooms and spaces.
3. Experience managing the operation of conferencing tools such as WebEx and MS Teams.
4. Experience managing streaming platforms and events including white glove events support.
5. Software knowledge: Google Workspace, MS Office – Excel, Word, PowerPoint, Slack, Service Now, Jira, Tableau.

DESIRABLE CRITERIA:

1. Vendor management skills.
2. Excellent organizational skills and attention to detail.
3. Excellent verbal and written communication skills.
4. Excellent analytical and management skills.
5. Excellent interpersonal skills.

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of gender, gender identity, gender reassignment, age, religious or similar philosophical belief, race, national origin, political opinion, sexual orientation, disability, marital or civil partnership status, or other non-merit factor.