BT Service Delivery Manager in Boston, Massachusetts

Team: BT in the Americas

Location: Greater Boston area

Travel requirement: As needed

Existing authorization to work in the United States is required. Relocation support for this position is not currently available.

Why this role matters

The role of the Service Delivery Manager will be accountable for all aspects of the Global Video Managed Services solution in accordance with prescribed in the respective Statement of Work; to effectively manage service performance/levels, problem resolution, standard operating procedures (SOPs), customer consultation and technical support of Client’s conference room space, information broadcast and videoconferencing equipment & network.

What you’ll be doing

  • Direct and manage as required the dedicated team assigned to the support the client’s global video conferencing operations’ requirements as prescribed in the respective Statement of Work.

  • Oversee all Service Delivery aspects in accordance with ITIL V3 best practice.

  • Improve operational systems, processes and policies in support of the client’s mission—specifically, reporting, information flow and management, business process and organizational planning.

  • Enhance effectiveness and efficiency of support services (call production, reservations, service desk, and infrastructure management) through analysis of comprehensive metrics & on-going oversight.

  • Recommend areas of operational improvement to enhance customer experience and increase efficiency in service delivery.

  • Coordinate the Operational functions (Production, Reservations, Service Desk, and Infrastructure Management) to ensure BT managed services are delivered with exceptional quality.

  • Manage existing SOP’s and implement process improvements—resulting in improved customer service, increased productivity and improved quality of value add conferencing services.

  • Implement and actively promote collaboration cross functionally across the relevant businesses; in addition to providing direction and support in aligning across the business the end-to-end process in the conferencing lifecycle space.

  • Ensure synchronized support across all clients’ support services ensuring continuity of excellent service.

  • Monitor tracking and resolution management of all mission critical issues.

  • Facilitate responses to and resolution of, client impacting incidents, requests, changes and events related to support of applicable conferencing services.

  • Assess business impact of serious/complex outages/problems and take appropriate actions via collaboration with Engineers and project managers.

  • Build, manage, re-engineer (where required) & analyze all reporting (metrics):

  • Trend and root cause analysis

  • Identify Key Performance Indicators (KPIs)

  • Improve and develop performance information reports that are aligned with both client and direct management needs.

  • Ensure all operational documents, specific to the VC “Tower” of the overall client contract adhere to the compliance requirements imposed by the client.

  • Work in partnership with client representatives, global liaisons, and service providers to ensure the delivery of quality services.

  • Plan and manage the team resources and work load to ensure optimum availability of skills and expertise in order to maintain agreed service levels.

  • Direct, manage, develop and nurture team members through training, coaching, mentoring, and “setting the example”.

  • Manage & monitor teams’ performance ensuring service level agreement compliance as established (e.g., organizes & executes weekly/bi-weekly on-site weekly team meetings).

  • Work with on-site team leaders/managers to understand changes in customer requirements and modify existing programs and procedures to address new customer requirements and initiatives, including additional hiring, as appropriate; in addition periodically analyze the amount and distribution of work amongst the respective teams.

  • Interact with other teams within Global Operations and IS Support to leverage daily technical support enhancing efficiencies in line with company goals and objectives.

  • Attend educational training programs to continually provide BTC with the best leadership qualities possible.

  • Stay abreast of industry advancements, standards, trends, technologies, and applications.

We’ll also need to see this on your resume:

Skills / Experience :

  • Stellar customer service, organizational, problem & conflict resolution, and project management skills.

  • Ability to interact well and develop strong collaborative relationships with both customers and other associates.

  • Ability to handle high stress situations in a calm manner and beyond reproach professional demeanor.

  • Experience in delivering technical and meeting operations support services in corporate environments.

  • Extensive experience with audio-visual, multimedia, conferencing, presentation, telephony, and video conferencing technologies.

  • Experience in financial management.

  • Expertise with Microsoft Office Suite Applications (Word, Excel, Outlook, PowerPoint, Visio).

  • Experience in the development and execution of presentations and training programs.

  • Advanced written and verbal communications skills.

  • Extensive experience in developing and implementing standard operating procedures.

  • 5 – 7 years of managing a team of global videoconferencing operations team.

  • 5 – 7 years of project/personnel management experience.

  • 7 – 10 years’ experience in the audio-visual services industry with at least two years’ experience in corporate outsourcing of AV services.

  • 7 – 10 years of customer service experience including program and procedural development.


  • BA or BS degree or equivalent relevant experience required.

  • Additional customer service and management training preferred.

Why choose us?

BT in the Americas is a leading expert in managed networked IT services, operating globally and delivering locally. We work for 8,500 organizations, such as Nestle Purina, BMW, Credit Suisse, Deutsche Bank, Heinz, Procter and Gamble, PepsiCo, Bristol-Myers Squibb, JP Morgan Chase, Bank of America, Fiat- Chrysler, Microsoft, NATO, NYSE, Thomson Reuters, Unilever, Volkswagen, Volvo and many more. By combining products and services with industry-specific solutions and consulting expertise, we deliver efficient and secure systems to our customers.

BT has had a presence in the United States for more than 30 years. Headquartered in Dallas, Texas, we have more than 3000 professionals, with offices in over 16 key cities across the US. BT owns and operates its own network infrastructure in North America. This includes nation-wide reach to all major US cities with MPLS nodes across the US, making up one of the larger MPLS networks of any carrier in the region. This expanded footprint enables us to reach over 80% of key customer sites, as well as extending coverage beyond the US with MPLS points across the region.

BT sets high standards for its employees, but also strives to provide a work environment and culture that fosters health and wellbeing. Above and beyond your base salary, sales compensation plan, and full comprehensive benefits, BT offers high deductible health plans that empower employees to make good health care decisions, with the ability to use funds from a health savings account - to which BT contributes - that the employee manages and controls. In addition to a generous vacation allowance, all employees receive an additional 3 paid days per year to volunteer in their communities.

BT is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Job: Customer service

Title: Service Delivery Manager

Location: Massachusetts-Boston

Requisition ID: 104163