Manager A/V Site Services

• The Manager A/V Site Services role is responsible for overseeing the daily operations for regional (APAC) meeting room and AV technology support and services
• This position will report to the Service Delivery Manager, IT Site Services, APAC and will work closely with Global audio-visual support leadership and service providers who provide daily on-site support for BMS meeting rooms and A/V systems
• The Manager A/V Site Services role will oversee service elements such as incident ticket management, equipment break/fix repair, inventory, and proactive maintenance programs
• The Manager A/V Site Services role will oversee support elements such as daily on-site user support in managed A/V meeting rooms and on-demand support for users requiring assistance in self-service meeting rooms
• The Manager A/V Site Services role should possess the business acumen and strategic planning skills to provide sound leadership in a corporate environment
• This role may include occasional travel to ensure high levels of effective service delivery

Additional Tasks Include

• Outsourced Personnel Management
• Ensure outsourced personnel maintain all required facility and application access
• Manage various approval requests for tools and access
• Work with service provider to maintain personnel performance, based on SLA contractual responsibilities
• Point of contact for user escalations and quality control activities
• Service Delivery
• Monitor and manage incident ticket service (ServiceNow) queues to ensure accurate and timely resolutions by outsourced service provider
• Support enterprise roll-out new technology and change management activities at BMS facilities, leading to positive user adoption
• Partner regularly with other BMS business units (eg Facilities, Site Services, and Corporate Communications) on shared projects and services
• Contribute to voice of the customer activities, surveys, and continuous service improvement strategies
• Strategic
• Maintains regional service metrics and data for equipment inventory, meeting room A/V maintenance and incident/request tickets
• Works closely with Global Audio-Visual and IT Support leadership to strategically improve and enhance operations delivery and user experience

Qualifications Experience

• Designation as a CTS recommended
• Bachelor's Degree a plus
• Deep understanding of meeting room AV technologies and collaboration platforms
• Demonstrates initiative, self-motivation and superior organizational / time management skills
• ServiceNow, Network, Data room experience are an advantage
• Ability to work collaboratively with colleagues, augmented staff, and third-party vendors
• Ability to work in a fast-paced, dynamic environment balancing demand
• Demonstrated ability to work across a matrixed organizational model
• Travel required
• Occasional travel may be required for this role

Why You Should Apply

• Around the world, we are passionate about making an impact on the lives of patients with serious diseases
• Empowered to apply our individual talents and diverse perspectives in an inclusive culture, our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues
• Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment
• We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives