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Service Delivery Manager – Unified Communications, Video Conferencing
New Era TechnologyService Delivery Manager leading operational delivery of collaboration services at New Era Technology. Managing service quality, stakeholder relationships, and continuous improvement initiatives.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Service Delivery Management, focusing on the operational delivery of Video Conferencing, Unified Communications, and Collaboration Services. Proven ability to manage SLAs, KPIs, and service governance while ensuring high-quality customer relationships and effective communication.
Highest-signal resume keywords
Service Delivery ManagementITIL Service ManagementIncident ManagementVideo Conferencing OperationsStakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Level Agreement ManagementOperational ReportingPerformance Metrics AnalysisChange ManagementProblem ManagementTrend AnalysisProject CoordinationCollaboration Service DeliveryUnified CommunicationsAV Operations Management
Soft Skills
Analytical SkillsProblem-SolvingDecision-MakingCommunication SkillsOrganizational Skills
Industry Keywords
Service GovernanceCustomer Relationship ManagementCross-Functional Team CoordinationMeeting Room TechnologiesManaged Services
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Own and manage the overall service relationship between the customer and service delivery teams.
- Monitor day-to-day service operations and ensure services are delivered according to agreed SLAs and contractual commitments.
- Review operational performance metrics and service reports to identify trends, risks, and opportunities for improvement.
- Coordinate multiple support teams to ensure seamless service delivery.
- Act as the primary escalation point for service-related issues and operational challenges.
- Manage the operational delivery of enterprise Video Conferencing, Unified Communications (UC), and Collaboration Services.
- Ensure the availability, reliability, and performance of enterprise video conferencing platforms across global meeting environments.
- Coordinate AV, Collaboration, Networking, and Operations teams to resolve conferencing-related incidents and service issues.
- Monitor conferencing platform health, utilization, service quality, and user experience metrics.
- Support executive meetings, business-critical conferencing events, and major collaboration initiatives when required.
- Oversee operational readiness for conferencing platform upgrades, migrations, and new technology deployments.
Requirements
What you’ll need- Minimum 5+ years of Service Delivery Management, IT Operations Management, or IT Service Management 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.
- Experience coordinating cross-functional technical and operational teams.
- Excellent stakeholder management and customer relationship skills.
- Strong analytical, problem-solving, and decision-making abilities.
- Experience with service reporting, performance metrics, and trend analysis.
- Exceptional verbal and written communication skills.
- Strong organizational, planning, and project coordination capabilities.
- Recent hands-on experience supporting enterprise Video Conferencing, Unified Communications (UC), and Collaboration Services.
- Experience managing enterprise AV and conferencing operations within a Managed Services or Enterprise IT environment.
- Strong understanding of conferencing operations, meeting room technologies, and collaboration service delivery.
- Experience working with cross-functional AV, Networking, Infrastructure, Collaboration, and Operations teams.
Benefits
Comp & perks- Competitive benefits
- Continuous training