Job Title

Audio Visual (AV) Service Delivery Manager Location: Remote - Canada Wide Opportunity at Microserve Position Purpose and Summary: The Audio Visual (AV) Service Delivery Manager (SDM) is accountable for the operational governance and ongoing delivery of contracted AV services for assigned customers. Acting as the single point of operational accountability, the SDM interfaces between the customer, Microserves AV delivery and project teams, and Managed Services teams to ensure incidents and service requests are effectively managed, service levels are consistently met, and risks or issues are proactively identified and resolved throughout the engagement lifecycle. The SDM works closely with AV Service Coordinators to govern work prioritization and scheduling decisions, while coordinators manage day-to-day ticket intake and technician dispatch. The SDM establishes and maintains a structured service governance cadence - including service reviews, action tracking, and decision logging - and drives continual service improvement through performance reporting, customer feedback, and problem management. In addition, the AV SDM provides delivery oversight for AV implementation and lifecycle initiatives (such as new room builds, upgrades, and technology refreshes), ensuring outcomes align with agreed scope, schedule, budget, and customer expectations, even when day-to-day project execution is led by a dedicated Project Manager. Key Areas of Accountability: Ongoing Service Delivery Coordination Own day-to-day service delivery for customers with active AV services agreements, ensuring consistent execution of contracted services. Act as the primary point of contact (SPOC) for operational service matters, coordinating with the AV delivery teams and Managed Services teams to ensure incidents and requests are triaged, assigned, and progressed. Ensure service activities align with contractual scope, SLAs, and service commitments; manage escalations and provide clear, timely customer communications on status, risks, and next steps. Work closely with AV Service Coordinators to set service priorities, sequencing, and response expectations based on customer commitments, severity, and risk. Provide direction and context to Service Coordinators on scheduling trade-offs, escalation handling, and workload balancing across technicians and vendors. Remain accountable for service outcomes while Service Coordinators execute ticket intake, technician scheduling, and logistical coordination. Incident, Request & Problem Management Own the operational incident and request management process for assigned accounts, ensuring effective triage, prioritization, assignment, follow-up, and closure quality. Establish and maintain a repeatable service governance cadence (e.g., weekly/bi-weekly ops review) that covers incident/request trends, SLA risks, open actions, and customer concerns. Maintain a customer-facing decision log and action log, capturing decisions, owners, due dates, and rationale; publish meeting minutes and make it difficult for decisions to be lost or re-litigated. Drive problem management by identifying recurring issues, leading root-cause analysis with technical teams and vendors, and coordinating permanent fixes, knowledge article improvements, and preventative actions. Partner with the Service Desk and Managed Services to improve ticket hygiene (quality notes, categorization, and closure codes) and ensure knowledge transfer so recurring fixes are consistently applied. Implementation Project Oversight & Governance Provide delivery oversight for implementation and lifecycle projects within assigned accounts, maintaining accountability for customer outcomes while partnering with the assigned Project Manager for day-to-day execution. Ensure projects follow Microserve and AV Project Management standards (governance, templates, stage gates, and change control), and that the customer experience is consistent across delivery teams. Partner with (or, where assigned, act as) the Project Manager to define delivery approach, roles, responsibilities, and escalation paths; and to ensure project reporting and communications are consistent and timely. Review project health and key controls (e.g., project plan, RAID log, change requests, decisions), escalating risks and removing blockers by coordinating internal teams and suppliers. Ensure smooth transition from implementation to steady-state support, including documentation handover, support readiness, and post-implementation lessons learned. Service Level Reporting & Performance Management Monitor and report on AV service performance against agreed SLAs. Prepare regular service reports highlighting SLA attainment, trends, risks, and improvement opportunities. Support root cause analysis and remediation planning for service deviations, tracking outcomes through resolution. Service Reviews & Quarterly Business Reviews Coordinate and support regular service review meetings and Quarterly Business Reviews (QBRs). Prepare SLA dashboards, performance summaries, and action tracking. Participate in customer discussions covering service performance, accomplishments, and improvement initiatives. Continuous Improvement & Client Alignment Use service reporting and customer feedback to identify opportunities to improve service quality, consistency, and efficiency. Track improvement initiatives and maintain alignment between operational delivery and evolving customer priorities. Relationships: Reports to: Director of AV Services Direct reports: None Key internal interactions: Director of AV Services; AV Services Manager; AV Service Coordinators, AV Project Managers and PMO stakeholders; Client Delivery Executives; Account Managers and Executives; and other AV services team members Key external interactions: Assigned customers with active AV service contracts, subcontractors Requirements - Qualifications & Experience: Post-secondary education in IT, AV, or related discipline, or equivalent experience. Experience coordinating recurring service delivery in an AV or IT services environment. Strong understanding of service level management and customer communication. ITIL Foundations considered an asset. Success Measures: Consistent SLA achievement and predictable service performance Improved incident and request outcomes (clear ownership, timely updates, quality closure notes, and reduced escalations) Successful project outcomes (delivered to agreed scope, schedule, and budget, with documented customer acceptance) Reduced recurring incidents through effective problem management and continual improvement; effective transition from implementation to steady-state support Positive customer feedback during service reviews and project delivery checkpoints Compensation In accordance with the BC Pay Transparency Act, the pay range for this role for BC residents is $65,000 - $85,000 per year. Please note, while the pay range of the role is listed here, this positions salary is non-negotiable based on geographical market. Your exact salary is determined based on a combination of your relevant experience, skill, competencies, and internal pay equity. If you feel like this role is your dream job and have questions about compensation and benefits, please get in touch with us as we are always happy to discuss further. At Microserve we believe that compensation conversations should always be ongoing. Corporate Responsibility Employees will embrace and embody our core values in their daily work: We Sweep Floors, Openness, Flexibility, Not Stuffy, and Customer-Driven. About Us At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in Victoria, Calgary, and Edmonton, we employ over 450 team members, and are one of the largest technology solutions providers, recognized for our ability to deliver and innovate to meet the changing needs of our clients.