Global Service Delivery Director - Audio Visual / AV

Role Overview

Astreya is seeking a strategic and operationally driven Service Delivery Senior Director to oversee end-to-end Audio Visual operations for one of our largest global customers. In this pivotal role, you will own the full lifecycle of AV services, from strategic planning and large-scale project delivery to daily operations, maintenance, and continuous improvement.

Leading a diverse global team of Regional Leads, Delivery Managers, and Technicians, you will ensure seamless execution across all AV disciplines. You will act as the primary bridge between Astreya and client leadership, driving growth, maintaining rigorous service levels, and evolving the service offering to meet the changing needs of the enterprise.

Key Responsibilities

1. End-to-End Operational Excellence

• Service Lifecycle Management: Oversee the complete AV service lifecycle, ensuring hardware, software, and support workflows are optimized from installation to retirement.
• SLA & KPI Ownership: Define, maintain, and report on key operational metrics and Service Level Agreements (SLAs). Drive strict adherence to targets and present performance data to Client Leadership on a regular cadence.
• Process & Documentation: Own the creation and maintenance of the Operational Playbook, including SOPs for Incident, Problem, and Change Management. Ensure all documentation is current and the team is fully trained.
• Continuous Improvement: Champion Continuous Service Improvement (CSI) processes. Utilize Root Cause Analysis (RCA) to identify systemic issues impacting the client’s AV environment and implement permanent solutions.
• Escalation Management: Serve as the final escalation point for critical issues, ensuring rapid response to customer challenges and appropriate escalation of out-of-scope hardware/software issues.

2. Strategic Leadership & Growth

• Global Project Delivery: Lead the delivery of large-scale global AV projects, prioritizing work against team capacity and capability.
• Account Expansion: Partner with Astreya sales and leadership to identify opportunities for growth. Help shape and mature the AV service offering to drive expansion into new areas or target accounts.
• Strategic Planning: Collaborate with Client Stakeholders and internal teams to develop long-term strategic roadmaps for the AV program.
• Data-Driven Decision Making: Leverage data analytics (Google DataStudio, etc.) to produce dashboards that provide insights into usage trends, system health, and operational efficiency.

3. Team Management & Development

• Global Team Leadership: Direct a large, distributed workforce. Foster a positive, collaborative culture by communicating corporate vision and values.
• Talent Development: Manage the full employee lifecycle, including interviewing, hiring, and performance management. actively mentor and coach staff on industry standards, best practices, and client expectations.
• Resource Planning: Leads the collaborative dynamic planning process, ensuring the right resources are available to meet fluctuating demand.
• Compliance & Safety: Ensure strict adherence to Health and Safety regulations, as well as Astreya and Client policies.

4. Financial & Client Management

• Budget Oversight: Maintain and report on budget status and financial measures defined for the customer engagement.
• Client Partnership: Build strong relationships with Client Leadership. Communicate progress, manage expectations, and act as a trusted advisor for AV operations.

Education & Experience:

• Bachelor’s degree (B.S./B.A.) or equivalent combination of education and/or practical experience.
• 10+ years of related experience, specifically within AV/Event support services and Service Delivery.
• Leadership Track Record: Proven success managing large, distributed support teams and interacting with functional peer group managers and senior customers.

Technical Expertise:

• Strong technical knowledge of Enterprise AV, including Help Desk workflows, Ticket/Incident Management, AV/VC hardware, and Asset Management.
• Demonstrated experience with corporate conferencing technology and Unified Communications (UC).
• Project Recovery: Ability to identify projects at risk and take decisive action to recover them, often working across divisional boundaries.

Skills & Competencies:

• Business Acumen: Ability to provide operational, technical, and financial oversight simultaneously.
• Adaptability: Highly adaptable with the ability to manage multiple concurrent workstreams and multitask effectively.
• Communication: Excellent written, verbal, and presentation skills. Capable of translating technical data into business insights.
• Tools: Proficiency in Microsoft Office Suite or Google Workspace. Experience with data visualization tools (e.g., Looker/DataStudio) is highly valued.

Preferred Qualifications:

• ITIL Certification (Foundation or higher) strongly preferred for operational process management.
• AVIXA CTS (Certified Technology Specialist) certification.