Managed Event Services, Service Delivery Manager

$93,500 - $155,900/Yr

Pfizer

Full-time - Mid Level

Chemical Manufacturing

About the position

The Managed Events Services, Service Delivery Manager is a pivotal role within the Colleague Services team, which is dedicated to providing exceptional service and support for digital services utilized by colleagues. This position serves as the primary customer interface responsible for the delivery of managed event services, which encompass audio conferencing, video conferencing, webcasting, and the Microsoft Teams suite of meeting tools and services. The Service Delivery Manager is tasked with developing and delivering technical production solutions tailored to meet customer and business event requirements. This includes coordinating conferencing and event services for global internal broadcasts and other significant events, ensuring that all managed meetings and events are executed with high quality and production value. In this role, the Service Delivery Manager will collaborate closely with internal and external users, client partners, regional liaisons, and a global team of external service providers. The focus will be on planning and producing high-quality events such as town halls, global broadcasts, and hybrid meetings. The Manager will ensure that all events are delivered seamlessly, maintaining a high standard of service and production quality. This position requires a strong customer service orientation and the ability to work effectively under pressure, particularly during live events. The Service Delivery Manager will also be responsible for overseeing the incident management process, ensuring that any issues impacting conference room services are addressed promptly. This includes conducting root cause analyses for any incidents and providing necessary communications to business partners regarding application issues, outages, and enhancements. The role demands excellent planning and organizational skills, as well as the ability to build and maintain relationships with various stakeholders to ensure successful service delivery.

Responsibilities

• Produce on-site, off-site and hybrid events using production software, video conferencing hardware, audio/video mixers and more to deliver high-value and seamless managed events.
• Work with vendors, as appropriate, to deliver and produce managed events.
• Coordinate with and aid local site technical support resources to ensure meetings and events are covered with respect to a 'meet and greet' service and general troubleshooting of conference room technology, problems and incidents.
• Ensure continuity of service delivery globally for managed events and video conferencing.
• Build and maintain relationships with internal and external resources needed to ensure successful delivery of conferencing and collaboration services globally.
• Ensure projects are completed on schedule, within budget and meet customer requirements.
• Engage with appropriate groups and resources, as appropriate, to deliver projects, engaging with the business, and facilitating service delivery.
• Work with team members and vendors to plan preventive maintenance for the global video conferencing network.
• Partner with engineering teams to assess new services and business value of new technologies and equipment, as assigned.
• Partner with engineering teams in support of software changes on existing web-conferencing, webcasting and video conferencing platforms, as assigned.
• Actively promote global use of conferencing and collaborative services to customers.
• Work with various groups as appropriate, both internal and external, to define/upgrade/modify standard and video conference rooms, develop requirements, obtain proposals, oversee installations, and certify video conferencing and related equipment.
• Manage vendor(s) and consult on existing and future Webcasting architecture and solutions.
• Serve as a partner with many organizations, including Global Workplace Experience globally to ensure conference room services delivered are aligned with global standards, client, and local requirements.
• Oversee the Incident Management process, ensuring that conference room and meeting-impacting incidents are addressed and resolved in a timely fashion, both internally and by the vendor.
• Assist with root cause and trending analyses for any conference-related incidents and issues.
• Provide appropriate communications as needed to business partners and business sponsors regarding relevant application issues, outages, and enhancements.

Requirements

• Bachelor's degree with a minimum of five years of relevant experience; OR Master's degree with three years of relevant experience; OR Associate's degree with five years of relevant experience; OR 10+ years of relevant experience with a high school diploma or equivalent.
• Proficient experience in managing a high volume of complex multi-site audio, video, and web-based meetings and events, in a large, global environment.
• Proficiency in using production software suites (vMix, OBS) to perform Video Mixing, Switching and Content Share to provide live HD video production of meetings and events.
• Understanding of video production principles such as framing, lighting, audio, talent direction and event pacing.
• Strong client presence and the ability to work effectively in live high-pressure situations (i.e. live events).
• Experience in supporting various video conferencing hardware devices, such as Cisco codecs, Jabra Panacasts and MTRs Proficiency with other types of A/V tabletop console devices, such as Crestron, Mercury, AirMedia.
• Extensive proven experience in large Information Technology organizations.
• Ability to interface with customers at all organizational levels and build effective relationships with senior management.
• Strong ability to participate on cross functional teams to deliver projects on time and within budget.
• Excellent planning and organization skills, solid business acumen.
• Strong verbal and written communication skills.
• Experience with the following technologies, vMix, Wirecast, OBS, Microsoft O365, Adobe Suite, Microsoft Teams Meetings/Live Events/Town Hall/Webinars, Webex, Webcasting, RTMP, NDI, Video Editing.

Benefits

• 401(k) plan with Pfizer Matching Contributions
• Paid vacation, holiday and personal days
• Paid caregiver/parental and medical leave
• Health benefits including medical, prescription drug, dental and vision coverage
• Participation in Pfizer's Global Performance Plan with a bonus target of 12.5% of the base salary
• Eligibility to participate in share-based long-term incentive program