Technical Events Service Delivery Manager, EMEA

1 month ago

UK, UK, United Kingdom TeamPeople Full time

Primary Function

We are seeking a full time Technical Production Service Delivery Manager to work onsite at our clients offices in London or Dublin.

Using your skills and experience working within a Managed Service environment you will help deliver success and quality within the verticals that you oversee. You will develop and enable your direct reports across EMEA, to in turn develop and enable their own teams to deliver service excellence, playing a significant role in reporting this success through the creation and delivery of regular service review presentations.

Being a point of contact for client Service Owners will be a key part of your role so it is essential that you are able to build good partner relationships.


Duties & Responsibilities

  • Acts as the point service delivery manager across services, as required (currently EMEA TPG TP Onsite and Offsite).
  • Is a Point of Contact for, and works across, ad hoc projects and data enquiries requested by FTE Technical Producer Service Owners.
  • Works closely with and reports into the Global Service Delivery Manager, including escalating issues, or client concerns.
  • Works closely with Leadership HQ teams to ensure that Dreamtek consistently delivers against the SLA’s & KPIs, and the customer consistently receives, the contracted service and support for their associated verticals.
  • Chairs and leads various internal and client meetings across their verticals.
  • Builds and presents Monthly, Quarterly and annual business review meetings to illustrate patterns and trends, explaining observations, predicting future trends, and finding solutions to maintain or improve service quality.
  • Takes a holistic approach to all services that Dreamtek provides to the client when making decisions on the verticals that you are responsible for.
  • Collaborates at a peer level with other SDM’s across same and different verticals, and regions.
  • Identifies and suggests service improvements.
  • Leads and manages a team of Supervisors and Technical Production Operations Specialists.
  • Acts as a point of escalation and an arbiter for issues, blockers and enquiries from direct reports.
  • Assembles and delivers financial reporting for the client relating to the Managed Services and associated spend within the verticals.
  • Works with peers and direct reports to create and build processes for new services, develop and document training, so staff can successfully implement them.
  • Drive learning and development through existing, and new staff.
  • Promote innovation through to all levels of staff within their own org structure.
  • Foster and encourage an environment and culture where talented team members can propose, and effect, positive change.
  • Facilitate the adoption of any required change from Dreamtek or the client.
  • Oversees any required personnel performance improvement including disciplinary measures.
  • Highlights areas of growth and profitability for Dreamtek, whilst also ensuring that verticals are scaled and working effectively to meet requirements.
  • Works with the Talent team on recruitment within their own verticals.


Skills & Qualifications

  • Proven track record in managing diverse, geographically dispersed teams and individuals.
  • Strong presentation skills and experience delivering to senior stakeholders.
  • Demonstrated leadership skills and background.
  • Strong communication skills.
  • Ability to prioritise multiple tasks, projects and initiatives and deliver to deadlines.
  • Financial and budgeting experience, for analysis and reporting.
  • Thrives in working at a fast-paced, high-growth environment with constant change
  • Excellent time management and organisational skills
  • Accuracy and attention to detail
  • Proficient in Google suite and Microsoft Office applications.
  • Travel may be required to EMEA locations under your responsibility, or further afield.


Education & Experience

  • 5+ years experience in delivering AV and event services into similar organisations.
  • Analytical, problem solving and process driven mindset.
  • Experience in successfully managing remote managers, teams and clients.

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