Sevenstep · 3 days ago
Service Delivery Manager- Audio Visual - On Site
San Francisco, CA
Full-time
Onsite
Senior Level
5+ years expSevenstep is seeking a Service Delivery Manager to lead on-site media support teams. The SDM will manage personnel, ensure client satisfaction, and oversee the fulfillment of client requirements while acting as a liaison between the company and on-site employees.
Human ResourcesStaffing Agency
Responsibilities
Manage U.S. personnel on-site and act as a liaison between the client and the company to ensure employees feel connected to the organization while working at the client site
Oversee fulfillment of client Statement of Work (SOW) requirements, including interviewing, hiring, and placing candidates, as well as writing and modifying job descriptions
Collaborate with internal stakeholders and clients to set onboarding standards, manage employee logistics, set client expectations, hours of operation, and handle onboarding activities (badging, security, etc.)
Develop training plans to ensure team members meet client KPIs and committed SOW requirements. Oversee SLA compliance and schedule operations for timely and efficient task completion
Translate client requirements into operational deliverables and serve as the central point of reporting for service-related activities across the enterprise
Provide insight and reporting on on-site activities. Host bi-weekly, monthly, and quarterly business reviews to present SLA compliance, project status, focus areas, and attention needs
Develop processes for the team to track metrics on event production, scheduling, forecasting, and resource planning. Identify and support the creation of new team structures as the Services division expands
Ensure high levels of client satisfaction and proper accounting of resources, bill rates, utilization, and tracking
Provide coaching and professional development to enhance employees’ knowledge and technical skills. Mentor individual contributors on their professional goals
Manage internal contracts, coordination, deliverables, risk, and issue tracking
Qualification
Required
5+ years in Audio Visual/Video Operations, Account Management, Production, Studio Operations Management, Technology Management, or a related role required
Familiarity with AV systems and meeting support
Minimum 5 years' experience in on-site service delivery
2+ years' management experience and P&L responsibility for on-site service personnel
Strong people leadership skills, technical capability, professionalism, and attention to detail
Working knowledge of SOWs, contracts, managed services, and deliverables
Experience working within a ticketing system and managing service tickets/incidents
Ability to quickly shift between tasks in a fast-paced environment
Effective organization and scheduling skills
Strong Microsoft Office skills required (especially PowerPoint and Excel)
Ability to move 50–75 lbs of equipment as needed
Some travel and mobility required
Preferred
Industry certifications such as ITIL, CTS, MS-Certs are assets
Recruitment, employee management, and general HR experience preferred
Experience in a corporate environment an asset
Company
Sevenstep
Sevenstep, a KellyOCG® company, is a global leader in talent acquisition solutions and provider of world-class permanent hiring, total talent management, predictive analytics, and strategic consulting services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Beth Gilfeather
CEO & Founder
Amanda T.
Recruitment Business Partner
Recent News
2025-07-16
Kelly Services, Inc.
2025-07-02
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