Service Delivery Manager

Overview:

The Service Delivery Manager on the Q-SYS Professional Services team will be responsible for managing the day-to-day activities of the custom project and programming team, ensuring the highest levels of service delivery and customer satisfaction. They will work closely with clients and internal sales, technical, and business stakeholders to understand project needs and ensure that services are aligned with expectations.

The candidate will develop, implement, and ensure adherence to custom contract-based service processes and best practices. They will continuously evaluate and improve service delivery methodologies to enhance efficiency and effectiveness. This candidate will foster a collaborative and high-performance team culture internally, as well as playing a crucial external role in maintaining client satisfaction.

Base Pay Range 123,000 - 174,000
We will be accepting applications until a final candidate is identified.
 
The above reflects the pay range that QSC reasonably expects to pay for this role. This pay range also depends on various factors such as job duties and requirements, relevant experience and skills and geographic location. In addition to the base salary range, QSC offers a comprehensive package including but not limited to health benefits, 401K or Roth retirement plans, generous time off and profit sharing.
 
QSC thrives where innovative technology and compelling audio-visual experiences intersect. For over 50 years, QSC has pioneered the technology and solutions that enable immersive cinema, live performance audio, themed entertainment, digital collaboration and meeting experiences for our customers and partners around the world. A globally recognized innovator in the design, engineering, and manufacture of category leading high-performance loudspeakers, digital mixers, power amplifiers, audio processors, digital cinema solutions, and the Q-SYS™ software-based audio, video and control Ecosystem.
 
By joining the QSC team, you will be in a challenging, collaborative, fun, and innovative environment. We encourage employees to take ownership, to color outside the lines, and to imagine possibilities. Our culture is casual but dynamic, with cross-functional teams collaborating on creating memorable audio-visual experiences that deliver joy to people, wherever they are. At QSC, fun and hard work go hand in hand. Join us and make a difference in the way people experience movies, meetings, presentations, live performances, and much more.
 
Q-SYS is a cloud-manageable audio, video and control (AV&C) Platform built around a modern, standards-based IT architecture. With established solutions across Corporate, Education, Hospitality, Venues & Events, Cinema, Government, Healthcare, and Transportation, Q-SYS redefines what is possible for live and virtual experiences by uniting hardware and software partners, developers, and creators.
 
QSC Pro Audio delivers high-performance loudspeakers, digital mixers, power amplifiers, software and accessories. Our innovative products and solutions, supported with free training & education and unparalleled customer service, set the stage for creators, performers, and entertainment providers to confidently deliver impactful experiences for their audiences.

• Gather and analyze all necessary customer information required to deliver successful AV software experiences. This includes a thorough examination of AV systems drawings, specifications, and narratives, as well as frequent pre-sales customer engagement.
• Manage the daily operations and activities of the Professional Services team, providing technical and logistical guidance to ensure optimal performance.
• Develop and mentor others in creating detailed AV and Control programming Scopes of Work that exemplify top-tier customer information gathering and expectation management.
• Resolve internal and external conflicts while keeping relevant stakeholders engaged and informed, as appropriate.
• Schedule and facilitate client meetings to review project status, gather feedback, and address any concerns.
• Conduct regular performance reviews and provide feedback to team members.
• Identify training and development needs and provide opportunities for professional growth to the team of programmers and project managers.

• Bachelor’s degree in Business Administration, Information Technology, or a related field
• AV & IT certifications appreciated
• Minimum of 5 years of experience in commercial AV service delivery management or a similar role, with a proven track record of managing teams and delivering high-quality services to customers
• Excellent communication and interpersonal skills, with the ability to build relationships with stakeholders at all levels and effectively communicate and interact with coworkers and customers
• Strong problem-solving and decision-making skills, with the ability to convey technical requirements in logical and concise written English
• Ability to maintain a calm demeanor under pressure