Collaboration Onsite Delivery Manager

Day-To-Day Responsibilities

• Drive global service delivery operations by standardizing workflows, aligning cross-regional execution, and improving end-to-end performance for live meetings and events services.
• Run service governance and controls to ensure consistent quality, compliance, and measurable outcomes (cadences, reviews, action tracking).
• Own service knowledge and documentation (service catalog, SOPs, runbooks, knowledge articles) and ensure it remains current and adopted.
• Own performance management and insights by defining and reporting KPIs (SLA adherence, cycle time, incident trends, customer experience), ensuring system-of-record accuracy, investigating anomalies, and translating insights into improvements.
• Lead continuous improvement by capturing feedback, identifying root causes, prioritizing changes, coordinating implementation, and tracking impact.
• Manage vendor performance through SLA reviews, issue tracking, and service improvement plans.
• Provide operational platform leadership for approved tools by coordinating adoption, training, testing, and governance; standardize workflows including intake, scheduling, provisioning, access management, integrations coordination, troubleshooting engagement, and reporting.
• Partner with IT, Security, and platform owners to align operations with compliance, privacy, and enterprise standards; coordinate operational readiness for new capabilities before go-live (monitoring, escalation paths, training, documentation, change routines).
• Lead cross-functional operational projects by aligning stakeholders on scope, timelines, risks, dependencies, and deliverables.
• Cook up high-profile readiness and escalations by confirming coverage plans, communications protocols, incident coordination, and lessons learned tracking.
• Manage financial governance by tracking spend versus forecast, validating vendor charges against agreements, and escalating variances and cost risks through established controls.
• Lead and develop the operations and support team, including prioritization, training, coverage planning, performance management, and continuous improvement.
• Own client services engagement by partnering with client teams on intake, expectation setting, service communications, and escalation paths; drive customer experience improvements through feedback loops and post-service reviews.

Must-Haves

• 8+ years in collaboration services, live event operations, AV, enterprise service delivery, or delivery operations in a global environment.
• 3+ years of people leadership experience (or equivalent leadership in a matrixed operations environment).
• Strong service management capability: SLA tracking, operational reporting, incident and escalation practices, continuous improvement.
• Demonstrated project management experience leading cross-functional initiatives (scope, timelines, risk, stakeholder communication).
• Hands-on familiarity with Microsoft Teams and enterprise webcast or event platforms, including operational workflows (intake, scheduling, provisioning, access management, integrations coordination, troubleshooting coordination, reporting).
• Strong client services and stakeholder management skills; ability to align teams to customer expectations and service outcomes.
• Excellent written and verbal communication; able to produce clear runbooks, governance artifacts, and executive-ready status reporting.

Nice-To-Haves

• Experience with Monday.com (workflows, templates, dashboards, reporting) and strong operational use of Microsoft Teams for service delivery.
• Familiarity with ITSM and knowledge management tools (ticketing, KB governance, incident problem change practices).
• Experience with vendor governance, procurement processes, and financial controls (forecasting, spend tracking, variance management).