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Diversified On-Site AV Service Delivery Manager in Boston, Massachusetts

On-Site AV Service Delivery Manager

Boston, MA, USA

Req #3173

Thursday, January 25, 2024

At Diversified, we don't just follow tech trends - we set them by leveraging the best in technology and ongoing advisory services to transform businesses. Our comprehensive suite of solutions is engineered to help our clients build connections that make a difference – whether by inspiring viewers, engaging associates, motivating audiences, or streamlining and safeguarding operations.

Our dedicated teams craft solutions experienced by millions every day including:

  • Delivering the fan experience at one of 100+ sports facilities for the NFL, MLB, NBA, NHL, MLS, NCAA

  • Building the firstfly pack broadcast system ( transportable by air - bringing the 2022 World Cup and Super Bowl into homes across the world

  • Engineering the first high-density pixel canvas to display HD content at that scale for theVornado, Marriott Marquis ( LED Display in Times Square, NY

  • Empowering and monitoring communication and collaboration solutions within multi-national companies around the globe

Founded in 1993, we’re a global organization serving local needs with associates worldwide. Learn more ( and follow us onLinkedIn ( andTwitter ( .

What part will you play?

The On-Site Audio-Visual Service Delivery Manager is responsible for successfully representing and leading a highly talented Audio Visual and Live Event Support Team. This role will provide daily team management and insight in the execution and support for in-person, virtual and hybrid live meetings, audio visual break fix activity and act on behalf of the client to represent the client as it relates to technology standards and the execution of global audio-visual projects.

The Service Delivery Manager is an exciting technical leadership and operations role, overseeing a Global team of multimedia technicians on a client site.

What wil you be doing?

  • Provide oversight of team operations, scheduling, forecasting, and reporting. Capacity planning for both people and equipment requirements, hours of operation and duties. Responsible for organizing daily & weekly operations, staffing, to meet daily meeting and event requirements, reviewing staff priority requirements including key upcoming technical requirements, room health status, and time off / vacation requests and coverage.

  • Diversified’ s Primary On-Site Liaison responsible for optimizing client communications, daily technical team operations, issue identification, management, escalation, resolve and reporting to achieve high internal and external client satisfaction.

Create a maintenance plan to ensure all spaces are being regularly checked by technicians in line with existing SLA requirements.

  • Work closely with internal Program Manager to understand global project landscape while acting as the liaison to client, on site team members and project teams.

  • In partnership with the Client Success Manager, attend and provide input to regular client contractual governance meetings and help ensure SLAs are met. Act as the lead representative with the on-site client to facilitate support as requested, deliver defined SLA’s and provide reports weekly and monthly as required.

  • Oversee the input of service ticketing activity, audit trials and best practices to ensure all work being performed is tracked and validated within both Diversified and client ticketing systems.

  • Provide regular feedback and direction to the team, participate in formal annual employee reviews, and maintain headcount levels per the contract.

  • Work with Global Service Center, Field Service to track and analyze KPI and reporting metrics.

  • Monitor costs and budget, manage and minimize OT spend and help ensure billing accuracy.

  • Candidate will work with and be exposed to the following technologies: Event space: Newtek Tricaster, Pearl systems in support of Webcasts, VBrick and occasional support for the broadcast team and executive technology committee. Daily engagement with Zoom/Poly, Crestron, Extron, Biamp, QSC and Shure amongst others.

    What do we require from you?


  • AV/IT Technical, Communications, Management, Broadcast, BS Degree or Equivalent Experience

  • Industry certifications such as ITIL, CTS, Network, Service Management a plus.

Required/Desired Knowledge, Experience and Skills:

  • 5+ years of Service or Technical Staff management (experience with Managed Services / XaaS offerings preferred)

  • 2-5 years in a technology managerial role or similar is required.

  • Experience with managing AV/IT installation and live event technicians Required

  • Experience in strategic planning and execution

  • Good Interpersonal and managerial skills

  • Familiarity and experience in providing account management, technical and support services in a corporate environment.

  • Excellent customer service skills with the ability to work calmly under pressure and resolve any issues quickly and professionally.

  • Experience working within a ticketing system and managing service tickets/incidents.

  • Experience working in an IT/Technology environment is an asset.

  • Strong Microsoft Office skills are required (PPT, Teams Excel especially)

  • Familiarity with live event AV gear and streaming technologies is considered a major asset.

  • Experience in working within a Managed Service- AVaaS model is considered an asset

    To learn more about becoming part of the Diversified team, visit us at or email us at

    Diversified is an equal employment opportunity employer and all aspects of employment will be based on job requirements, individual qualifications, merit, performance and business needs. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, veteran status, age, disability or genetic information, or any other applicable characteristic protected under federal, state or local law. We celebrate diversity and encourage people of all backgrounds to apply for available positions. Individuals needing assistance or an accommodation to complete an application due to a disability, may contact Human Resources at 800.811.2771.

Other details

  • Pay Type Salary

  • Min Hiring Rate $110,000.00

  • Max Hiring Rate $120,000.00

  • Boston, MA, USA