Service Delivery Manager – Unified Communications & Video Conferencing

17 minutes ago
Full-time
Senior
Customer and Technical Support
New Era Technology US

New Era Technology US

New Era Technology US delivers comprehensive technology solutions that enable secure connections among people, places, and information, helping clients enhance productivity and innovation in a rapidly evolving digital landscape.

IT Services
1K-5K

Description

  • Own the overall service relationship between the customer and service delivery teams.
  • Monitor day-to-day service operations and ensure delivery against SLAs and contractual commitments.
  • Review operational performance metrics, service reports, incident trends, and risks to identify improvement opportunities.
  • Act as the primary escalation point for service-related issues and operational challenges.
  • Manage enterprise video conferencing, Unified Communications, and collaboration service delivery.
  • Coordinate AV, collaboration, networking, operations, and support teams to resolve incidents and service issues.
  • Lead monthly service reviews, operational reviews, and participate in quarterly business reviews.
  • Drive continual service improvement plans and implement approved improvement initiatives.
  • Ensure adherence to ITIL processes, operational policies, governance, and compliance requirements.
  • Maintain operational procedures, customer-specific documentation, and readiness for upgrades, migrations, and new deployments.

Requirements

  • Minimum 5+ years of Service Delivery Management, IT Operations Management, or IT Service Management experience.
  • Bachelor's degree in Information Technology, Business Administration, Telecommunications, or a related field, or equivalent 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.
  • Recent hands-on experience supporting enterprise Video Conferencing, Unified Communications, and Collaboration Services.
  • Experience managing enterprise AV and conferencing operations in a Managed Services or Enterprise IT environment.
  • Strong stakeholder management, customer relationship, analytical, problem-solving, and decision-making skills.
  • Preferred experience with Zoom Workplace/Zoom Rooms, Microsoft Teams/Teams Rooms, Cisco Webex, Poly, Crestron, Logitech Rally Systems, Neat Devices, ServiceNow, VNOC environments, SIP, H.323, VoIP, and ITIL/PMP/PRINCE2 certifications.

Benefits

  • Competitive benefits.
  • Continuous training and professional development opportunities.
  • Work alongside industry-certified experts.
  • Supportive, team-oriented culture.
  • People-first, collaborative, and inclusive workplace environment.

Interested in this position?

Apply directly on the company website

Apply Now

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