Audio Visual (AV) Service Delivery Manager

Audio Visual (AV) Service Delivery Manager

Location: Remote - Canada Wide

Opportunity at Microserve

Position Purpose and Summary:

The Audio Visual (AV) Service Delivery Manager (SDM) is accountable for the operational governance and ongoing delivery of contracted AV services for assigned customers. Acting as the single point of operational accountability, the SDM interfaces between the customer, Microserve’s AV delivery and project teams, and Managed Services teams to ensure incidents and service requests are effectively managed, service levels are consistently met, and risks or issues are proactively identified and resolved throughout the engagement lifecycle.

The SDM works closely with AV Service Coordinators to govern work prioritization and scheduling decisions, while coordinators manage day-to-day ticket intake and technician dispatch.

The SDM establishes and maintains a structured service governance cadence - including service reviews, action tracking, and decision logging - and drives continual service improvement through performance reporting, customer feedback, and problem management.

In addition, the AV SDM provides delivery oversight for AV implementation and lifecycle initiatives (such as new room builds, upgrades, and technology refreshes), ensuring outcomes align with agreed scope, schedule, budget, and customer expectations, even when day-to-day project execution is led by a dedicated Project Manager.

Key Areas of Accountability:

Ongoing Service Delivery Coordination

• Own day-to-day service delivery for customers with active AV services agreements, ensuring consistent execution of contracted services.
• Act as the primary point of contact (SPOC) for operational service matters, coordinating with the AV delivery teams and Managed Services teams to ensure incidents and requests are triaged, assigned, and progressed.
• Ensure service activities align with contractual scope, SLAs, and service commitments; manage escalations and provide clear, timely customer communications on status, risks, and next steps.
• Work closely with AV Service Coordinators to set service priorities, sequencing, and response expectations based on customer commitments, severity, and risk.
• Provide direction and context to Service Coordinators on scheduling trade-offs, escalation handling, and workload balancing across technicians and vendors.
• Remain accountable for service outcomes while Service Coordinators execute ticket intake, technician scheduling, and logistical coordination.

Incident, Request & Problem Management

• Own the operational incident and request management process for assigned accounts, ensuring effective triage, prioritization, assignment, follow-up, and closure quality.
• Establish and maintain a repeatable service governance cadence (e.g., weekly/bi-weekly ops review) that covers incident/request trends, SLA risks, open actions, and customer concerns.
• Maintain a customer-facing decision log and action log, capturing decisions, owners, due dates, and rationale; publish meeting minutes and make it difficult for decisions to be lost or re-litigated.
• Drive problem management by identifying recurring issues, leading root-cause analysis with technical teams and vendors, and coordinating permanent fixes, knowledge article improvements, and preventative actions.
• Partner with the Service Desk and Managed Services to improve ticket hygiene (quality notes, categorization, and closure codes) and ensure knowledge transfer so recurring fixes are consistently applied.

Implementation Project Oversight & Governance

• Provide delivery oversight for implementation and lifecycle projects within assigned accounts, maintaining accountability for customer outcomes while partnering with the assigned Project Manager for day-to-day execution.
• Ensure projects follow Microserve and AV Project Management standards (governance, templates, stage gates, and change control), and that the customer experience is consistent across delivery teams.
• Partner with (or, where assigned, act as) the Project Manager to define delivery approach, roles, responsibilities, and escalation paths; and to ensure project reporting and communications are consistent and timely.
• Review project health and key controls (e.g., project plan, RAID log, change requests, decisions), escalating risks and removing blockers by coordinating internal teams and suppliers.
• Ensure smooth transition from implementation to steady-state support, including documentation handover, support readiness, and post-implementation lessons learned.

Service Level Reporting & Performance Management