- Understand Conferencing services from infrastructure, software and networking components, associated service level agreement offerings and products that make up the service.
- Understand and participate in contracting process, terms, and spend approval that affect the operation of the service (e.g. managed services, deliverables, license entitlements, costs, SLA, accessibility, compliance, etc.)
- Coordinate delivery/installation/refresh activities, develop and maintain key service processes/deliverables, and ensure processes/deliverables are accessible.
- Manage and support creation, maintenance, and delivery of customer/user documentation.
- Support the creation, maintenance, and delivery of the standard process, and continually improve service delivery.
- Partner with Business Partners, Executive Computing, Facilities, Managed Service-Providers, and Contractors to oversee daily operations of Conferencing Services offerings.
- Reviewing detailed invoicing and resolving billing issues before payment is released
- Cross-collaboration and support the creation, maintenance, and monitoring of Service Level Agreements (SLAs) and Operating Level Agreements (OLAs) for service.
- Drive problem resolution for escalated service-related inquiries, and issues, and coordinate root cause analysis for Incident, Problem, and Major Incident - Management activities that impact service or service offerings.
- Identify opportunities to refine, improve, stabilize, simplify the service via process, technologies, automation, etc.
- Logistics and Project Management - Create and Maintain Project Schedule and Deliverables related to Conference Room Technology Refreshes
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- 3+ years of prior customer relations and/or vendor management experience in a leadership capacity.
- Detailed oriented with strong data analytics background
- Ability to manage multiple competing priorities.
- Demonstrated ability to present data to leadership
- Vendor Management or Technology.
- Proven Capability to manage and grow relationships with multiple stakeholders at multiple levels of leadership
- Ability to understand contractual language
- Experience in an Agile environment.
- Familiarity with Conferencing Technologies (e.g. Cisco, WebEx, Crestron, MS Teams, Projection and Displays, DSP's, XIO Cloud, TMS, etc.)
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.