Service Delivery Manager in Fremont, CA at Whitlock

Date Posted: 10/30/2018

Job Snapshot

Job Description

The growth in Whitlock’s Managed Services division has created a new position, Service Delivery Manager, for a professional with a combination of excellent customer, personnel, technical skills and experience.  This position will be responsible for assisting the Director of On-Site Services with the developing, deploying and managing on-site staffing solutions with our clients by working closely with our National Managed Services Team.

Core responsibilities include working with the Team to develop a custom transition or deployment plan, transitioning existing assets, recruiting and placement of on-site staff; including training, company orientation, and customer site orientation.  In addition, this role will be responsible for working with HR to manage the deployed staff.  The Service Delivery Manager will also work closely with the client and the deployed staff on the logistics of resolving issues.  This includes coordination with our Clients and Regional Service Managers to properly evaluate, review and backup Whitlock on-site staff to meet and exceed technical and operational support expectations.  As needed, the Service Delivery Manager will assist the Director of On-Site Services with other personnel management duties, customer reporting, and/or development of programs, as needed. 

Whitlock is a video collaboration company that provides strategy, management, technologies and support to the world’s largest and most innovative businesses. We believe face-to-face collaboration creates stronger relationships and makes way for both business and personal success. What we give to a customer is the ability to connect, work together and share ideas with a reliable video experience. Whatever you’re trying to do, and who ever needs to join in, we’ll help you share it with the world.

Our company promotes and rewards client-focused behavior, entrepreneurial thinking, teamwork, integrity and a passion for success.

Job Requirements

  • Sales and strong customer service skills, training and experience.
  • Personnel management experience, including recruiting and performance reviews
  • Experience interpreting system drawings and schematics, general AV system’s knowledge, and direct experience in troubleshooting complex systems over the phone and on site are preferred.
  • ICIA CTS Certified, Cisco experience, and other industry and manufacturer certifications or training are a plus.
  • Strong computer skills including Apple & PC-based applications such as: Microsoft Office (Word, Excel, & PowerPoint), Microsoft Outlook, Internet Explorer, etc.
  • The ability to learn custom software packages, create and present custom client reporting solutions is required.
  • Strong organizational skills and the ability to multi-task, strong Team player, self-sufficient, self-motivated, organized, reliable and punctual.
  • Works well under stressful conditions. Capable of defusing stressful situations for others.
  • Professional demeanor and good people skills including the ability to interact well with customers, office personnel, field technicians, engineers, sales, vendors, management, etc.
  • Excellent work ethic and dedication to schedule commitments.
  • Professional business casual attire, with the ability to dress representative of Whitlock in a jacket and tie for specific client interactions.
  • A minimum of a high school diploma is required.  College degree preferred.
  • A minimum of 5 years past hospitality experience supporting high profile and mission critical clients and events is required, including direct management of on-site personnel.
  • A minimum five (5) years Industry experience servicing and/or supporting integrated audio-visual, videoconferencing and broadcast systems