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Nike Service Delivery Manager – AV Ops in Beaverton, Oregon

Experience Required:

  • Bachelor's degree in Business, Computer Science, or a related field; 2 years' additional relevant experience in lieu of a degree.

  • 6 years' relevant technical experience in Information Technology and Audio-Visual related field.

  • 3 years' experience in a management role

  • Experience running successful high-profile meetings and events using AV technology

  • Experience with technology support models that incorporate AV experiences.

  • Strong acumen to understand the business needs and ability to manage services in a very dynamic environment

  • Knowledge and experience with SLA’s, OLA’s, UC’s, and Contracts in insourced or outsourced environments.

  • Maintain confidentiality, have a professional demeanor, and exercise good judgment, courtesy and tact at all times.

  • Experience managing budget and proving ROI’s for projects and initiatives.

  • Demonstrated leadership capability, including ability to empower and innovate to drive positive change in how support is delivered.

  • Ability and experience working with onsite and offsite diverse resources and vendors and communicate using virtual communication tools.

  • Excellent verbal and written communication and collaboration skills to effectively connect with both business and technical IT teams

  • Professional development education courses completed in ITSM preferred

  • ITIL Certified with proven experience implementing ITIL based processes preferred

  • Knowledge and experience with Agile and Lean process methodology preferred

  • Experience with Zoom, Nexthink, Service Now or similar tools in a global setting.

  • Ability to serve as a leader in Technology Support function

  • Critical thinking and alignment skills

  • Result-oriented, persuasion, and problem-solving skills

As the Service Delivery Manager for Audio Visual Operations, you'll work as a part of our Tech Ops organization to ensure our AV experiences are maintained and supported throughout our physical and virtual locations. You’ll manage a team of AV Ops Specialists that support and coordinate support through providers for all buildings throughout World Headquarters. You will also lead all aspects of the AV support model for our global operations. You will establish relationships with key business partners and technology leaders, to understand the technology landscape, understand the voice of the customer, and drive initiatives that evolve and improve technology and support for our end users and our technicians. You will provide industry best practice, innovative out of the box thinking, and leadership mentorship to achieve service levels and improve the end user experience.

This position will report to the Global Deskside Services Director, with responsibility for Deskside Services globally. You will join other Service Delivery Managers to update and drive the Deskside Services roadmap and achieve and market operational success to leadership.

What We're Looking For:

To make it clear, we're not looking for just anyone. We're looking for someone special, someone who had these experiences and clearly demonstrated these skills:

  • Subject matter expert with strong solid understanding of AV hardware and software, live-streaming, broadcasting, video conferencing, and digital signage.

  • Customer focus with a passion for constantly improving support and the end user experience.

  • Able to build effective partnerships across the organization and influence senior management, peers and subordinates through an inclusive style and recognition of their opinion and experience

  • Manage overall service quality, service availability, and operational capability in conjunction with relevant processes and performance management

  • Lead internal and outsourced teams within exciting, multi-functional situations in a matrix organization

  • Inform and advise business partners on service offerings and service levels

  • Ability to handle and lead during high stress situations and take accountability for end to end service delivery provided by internal and external technicians.

  • Handle demand and service pipeline for functional area.

  • Ensure strategic roadmap aligns with business and technology direction.

  • Lead resources and provide input on resource requirements to effectively deliver on all performance targets and Service Level Agreements

  • Improve and drive operational efficiency

  • Handle vendor relationships and ensure execution against operational performance targets, standards, and procedures; provide status reporting to leadership

  • Provide oversight to ensure prioritization and restoration of service within functions

  • Initiate and participate in sessions with peers, suppliers, and within the industry, in order to align on best practices, market trends, improvement, and innovation opportunities

  • Partner with other support teams and SDM’s, including but not limited to: Deskside support, Engineering, Infrastructure, Asset Management, and Service Desk to ensure all areas are working toward shared goals and strategic alignment.

NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, or disability. NIKE is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call +1 503-671-4156 and let us know the nature of your request, your location and your contact information.