Service Delivery Manager - Washington DC / Virginia

About Diversified:

Diversified is a global leader in audio visual and media innovation, recognized for designing and building the world's most experiential environments. Our award-winning team specializes in delivering solutions for the most complex, large-scale and immersive installations. Serving a global clientele that includes major media organizations and retailers, sports and live performance venues, corporate enterprises, and government agencies, Diversified partners with clients to create spaces that bring people together and keep them coming back.

What to Expect:

At Diversified, we're on a mission to create a world without boundaries, where technology enables all people to connect and experience the moments that matter, wherever they choose to be. With clients spanning the globe and an exciting pipeline of projects across industries, Diversified offers more than just a job. We offer a career path with the flexibility to grow personally and professionally, wherever your ambitions take you.

As a Diversified associate, you'll dive headfirst into big, complex, and rewarding projects that push the boundaries of what's possible. Plus, you'll enjoy a flexible work environment, competitive compensation and benefits, and a culture that celebrates diversity and inclusion.

IF YOU CAN DREAM IT, YOU CAN DO IT AT DIVERSIFIED.

Job Summary:

The Service Delivery Manager, Media is responsible for leading and delivering high-quality, client-focused managed services for media, studio, live production and broadcast operations. This role oversees day-to-day service delivery, team management, and client relationships for a portfolio of media clients, ensuring smooth operations across the media supply chain, live streaming, studio production, and engineering. The ideal candidate combines technical fluency with operational leadership and a client-centric mindset.

Primary Duties and Responsibilities:

• Provide on-premises leadership and operational oversight for a multi-disciplinary technical organization, including Broadcast Operations Center (BOC), Media Supply Chain, Broadcast Engineering, AV Services, and Studio/Production teams.
• Oversee the day-to-day coordination, performance, and alignment of all technical teams to ensure seamless delivery of live events, studio productions, post-production workflows, and internal/external media distribution.
• Act as the primary point of escalation for high-priority issues across all departments, ensuring fast, effective resolution while minimizing downtime and production risk.
• Develop and implement cross-functional workflows, communication protocols, and escalation procedures to unify and streamline collaboration across teams.
• Ensure operational readiness of all systems, including playout infrastructure, AV meeting spaces, production networks, signal flow, media ingest, transcoding, and content delivery platforms.
• Monitor performance metrics and KPIs for each team and function; identify process gaps, resource needs, and opportunities for improvement.
• Partner with engineering leads to plan and manage preventative maintenance, infrastructure upgrades, and system migrations across AV, broadcast, and media supply chain systems.
• Support and enforce compliance with SLAs, SOPs, and broadcast/media best practices, while ensuring high service quality and system reliability.
• Provide mentorship, coaching, and performance feedback to team leads and individual contributors across all functional areas.
• Collaborate with IT, facilities, and external vendors to support project delivery, security compliance, and system integration efforts.
• Ensure all technical teams are aligned with production schedules, business priorities, and operational requirements.

Physical Working Environment/Location:

• Washington DC Area- or closest Diversified office -Sterling VA
• Role requires the ability to move 50-75lbs of equipment as needed.
• Travel/Mobility necessary

Job Qualifications:

Education/Certifications:

• Bachelor's degree in Film/ TV, Broadcast Engineering, Media Technology, IT, or equivalent experience.

Required/Desired Knowledge, Experience and Skills

• 5+ years in broadcast, post-production, technical operations, engineering, or media operations, live events meeting support.
• TS Clearance is a PLUS or ability/willingness to become TS Cleared.
• 2+ years in a client-facing service or team leadership role.
• Familiarity with platforms such as Avid, Adobe Creative Cloud, Telestream Vantage, cloud-based MAM systems, live streaming encoders, and IP video/audio workflows (ST 2110, NDI, Dante).
• Understanding of Audio/Video signal flow, IT & Networking, Media file formats & Codecs, Cloud and virtualized workflows, Broadcast & production systems, and Control & automation.
• Strong understanding of the following roles - Control room, Studio operations, Live production, Broadcast production, Media production, and technical production.
• Strong understand of the following positions - Studio Engineering, Technical Studio, Studio support, Broadcast operations, Av Control room, and Production engineering.
• Strong understand of Media Supply chain - operations, workflows, and staffing
• Experience working on prem and remotely
• Experience with recruitment, employee management, and general HR concepts preferred.
• People leadership skills, technical capability, professionalism, self-motivation, self-discipline, focus and attention to detail.
• Working knowledge of SOWs, Contracts, Managed Services and Deliverables is a major asset.
• Experience working within a ticketing system and managing service tickets/incidents.
• Ability to shift quickly between tasks in a fast-paced environment.
• Ability to organize and schedule work & personnel effectively.
• Experience working in a corporate environment is an asset.
• Strong Microsoft Office skills are required (PPT, Excel especially)