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Manages the delivery of all academic advising for undeclared students and leads&nbsp;the development, administration, and evaluation of advising and new cadet transition programs. Provides information, resources, and training to cadre of faculty and staff serving as academic advisors. Assists in the development of an advising curriculum and academic advisor development program. Coordinates with other mission elements to plan and schedule advising programs. Reviews and revises forms, letters, and publications focused on academic advising and the advising curriculum. Proactively works to support quality improvement in products, services, programs, and policy related to academic advising and transition to college. Serves as a curriculum expert, mentor, and source of advice and guidance for cadets seeking assistance from the Office of Student Academic Services and Academy Registrar. Performs Associate Air Officer Commanding for Academics (AAOCA) duties in accordance with the USAFA curriculum handbook and DF guidelines. Serves as primary academic advisor to cadets until they declare a major, effectively managing advisee records and providing academic advice, mentoring, and guidance regarding the USAFA curriculum, programs, requirements, and opportunities. Uses a learning-focused approach to academic advising. Effectively maintains accurate advisee records. Thoroughly evaluates and assesses cadet advising needs, makes recommendations and takes appropriate actions, and conducts follow-up to ensure those needs are met. Serves as the lead faculty advisor for a Cadet Wing Group. Initiates, directs and conducts a program of research in their field of specialization which contributes to the body of knowledge. Performs appropriate service-related functions, as required, in support of faculty academic departments and the overall educational mission. Participates in faculty governance by attending department and faculty meetings and serving, when requested, on institution-wide committees. As necessary, serves as mentor to junior faculty advisors. Effectively evaluates the integration of technology into group advising curriculum and modules. Prepares manuscripts and/or presentations containing the findings of scholarly study suitable for publication or other distribution. Pursues professional development through membership in professional societies and participation in conferences or other appropriate activities in order to maintain professional and academic currency in area of specialization. May instruct Registrar sponsored courses or courses in an academic department. Supervises Academic Advising and Transition Programs division personnel; maintains the culture, guidelines, and organizational processes for the advising division.
Required Position Qualifications: Demonstrated experience in the field of academic administration as it relates to academic program oversight, scheduling operations, registrar functions, and academic advising and first-year programs.&nbsp; Excellent communication skills, both oral and written, are essential.&nbsp; Applicants must have the motivation, interpersonal skills, and institutional perspective to work with faculty and staff from across the entire campus to achieve institutional goals.&nbsp;&nbsp;
Desired Position Qualifications: Doctoral degree preferred.&nbsp; Demonstrated experience in the field of student academic services (supplemental instruction and strategies for academic success programs) and student information system administration highly desired.
Apply here:&nbsp;<a href="https://www.usajobs.gov/job/736282100" target="_blank">https://www.usajobs.gov/job/736282100</a>

Chief, Academic Advising and First-Year Programs

Staff Assistant/Behavioral Health Counselor
Posting:&nbsp; July 2023 Position:&nbsp; FY24-04 Deadline for application:&nbsp; 26 August 2023 Start Date:&nbsp; ASAP Division:&nbsp; Student Services Union Affiliation:&nbsp; Association of Professional Administrators (APA) Supervision Received:&nbsp; Reports to the Director of Counseling Supervision Exercised:&nbsp; Supervises subordinate professional, classified and student personnel in area of responsibility as assigned General Statement of Duties: The general duties include delivering counseling services, as well as alcohol screening and intervention to the undergraduate student body, providing consultation and training to faculty and staff, and developing and facilitating educational outreach and programming to the student body. The position is available for a licensed psychologist or an independently licensed social worker or mental health counselor. Potential to consider a 10-month employment option. Responsibilities:&nbsp;
<ul>
<li>Provide counseling care in an individual therapy format. Providers should be comfortable working in a brief therapy model Support alcohol screening and brief intervention that dovetails with the Academy’s conduct system Provide consultation and training to faculty and staff on issues affecting the social and emotional needs of students Develop and facilitate outreach programming in the form of health promotion events, psychoeducational presentations, or therapy groups, with a particular focus on substance use education. Flexibility to occasionally work outside of normal business hours to facilitate such events Related case management duties include coordinating with students, their families, off-campus treatment providers, and on campus support services Risk assessment and related crisis intervention duties Participation in a portion (maximum of 3 weeks) of Sea Term, providing counseling and programming aboard the Academy’s training ship Working in partnership with student-led organizations and committees which focus on campus wellness initiatives While rare, the provider could also be responsible for coordinating emergency psychiatric evaluations, including involuntary psychiatric holds (“Section 12”) with staff eligible to apply for such holds, or in coordination with other Academy clinicians and local emergency services Follow all related departmental and Academy protocols and procedures, including standards for documentation and</li>
</ul>
emergencies Required Qualifications: 
<ul>
<li>Master’s degree Valid professional licensure in the state of Massachusetts in clinical or counseling psychology, social work or mental health counseling Experience working with an adolescent population Experience in risk assessment and crisis intervention Previous experience or willingness to acquire knowledge and skills in the area of substance use assessment Preferred Qualifications: Experience working in a college or university mental health counseling center Experience in substance use prevention, assessment, treatment and recovery support Knowledge of BASICS – Brief Alcohol Screening and Intervention for College Students Experience in the development and delivery of psychoeducational outreach and related programming</li>
</ul>
Salary: $68,000 to $75,000. The Academy offers generous benefits policies and a competitive salary commensurate with qualifications and experience. The Academy is not sponsoring immigration visas at this time.&nbsp; FLSA Status: Exempt
To apply, please submit a cover letter, a resume, an MMA application, Affirmative Action form, and the contact information of five (5) professional references.&nbsp; These forms are located on the employment opportunities link under Human Resources on the MMA website <a href="http://www.maritime.edu.&amp;nbsp" target="_blank">www.maritime.edu.&amp;nbsp</a>; Application materials may be attached and sent electronically to <a href="mailto:hr@maritime.edu" target="_blank">hr@maritime.edu</a>.&nbsp; Alternatively, you may send your application materials by USPS to:&nbsp; Human Resources, Massachusetts Maritime Academy, 101 Academy Drive, Buzzards Bay, MA 02532. Finalists must complete a pre-employment drug screening and CORI.
Massachusetts Maritime Academy is an Equal Opportunity Employer. We strongly encourage members from historically underrepresented communities, women and veterans to apply.

Staff Assistant/Behavioral Health Counselor 

Established&nbsp;in 1865, the George Washington University Law School is the oldest law school in the nation’s capital. The Law School is accredited by the American Bar Association and is a charter member of the Association of American Law Schools. GW Law is an urban campus located in downtown DC’s Foggy Bottom neighborhood, near to a vibrant mix of museums, restaurants, government and international organizations, the White House, and more. Additional information about the Law School can be found at&nbsp;<a href="https://www.law.gwu.edu/" target="_blank">https://www.law.gwu.edu/</a>.
The George Washington University Law Library seeks a qualified librarian for its Head of Legal Technology &amp; Instructional Services position to begin as early as September 15, 2023. As a member of the library’s dynamic, collaborative Instructional Technology Services team, the librarian in this position has primary oversight for the Office of Legal Technology &amp; Instructional Services. This position leads the development and delivery of services supporting the integration of library resources into the curriculum, the curation and use of the library’s growing electronic resources collection, the use of scholarly communication technologies and services, and the undertaking of digital initiatives. As the subject specialist for legal pedagogy and technology competency, this position works to improve student success by embedding the library in online teaching and learning spaces, integrating librarians into the face-to-face curriculum, and supporting faculty adoption of technologies to achieve learning outcomes.
The Law Library supports the curricular and teaching requirements of the Law School, the research and publication needs of the law faculty, and the study and research needs of the law students; and provides to the scholarly community at large access to a research collection of material about the law and its history. Additional information about the Law Library can be found at&nbsp;<a href="https://www.law.gwu.edu/library" target="_blank">https://www.law.gwu.edu/library</a>.
Please note that initially the librarian in this position will be required to work at the university's Foggy Bottom campus in Washington, DC; the ability to work remotely in the future will be assessed and determined by the supervisor in accordance with Law School and University policies.
Essential Duties and Responsibilities:&nbsp;
Oversees, coordinates, and/or performs activities of the Office of Legal Technology &amp; Instructional Services, which includes coordination of workflow, training and evaluation of staff, and oversight of personnel issues.
Instructional Services
<ul>
<li>Serves as subject matter expert for law pedagogy, legal technology, and related topics; creates an overall strategic vision to improve the student experience through the integration of technology into the curriculum, integrates Law Library services and instructional programs into Law School initiatives with a focus on legal practice technologies</li>
<li>Oversees the integration of library resources and academic technologies including technology competencies into the curriculum and learning spaces;&nbsp;participates in identifying, implementing, and supporting technology-driven solutions and strategies to enhance the Law School’s teaching and learning experience; stays abreast of technology-focused learning trends and best practices in law schools including technology-related pedagogy as well as technologies used in law practice; develops library-focused reusable learning objects and modules for course site development; partners with Law School faculty and programs on the adoption of tools and techniques to improve teaching and learning; supports faculty with the adoption and integration of instructional technologies to achieve pedagogical outcomes</li>
<li>Develops and delivers programming on technology competencies, the use of existing and emerging legal technologies, and provides guidance on building technology competencies</li>
<li>Serves as liaison for Bloomberg Law, Lexis, and Westlaw online research services account managers and student representatives, coordinates their activities at the law school, performs password management for these research systems and communicates developments regarding these services with library colleagues and law school offices</li>
</ul>
Scholarly Communications
<ul>
<li>Coordinates department activities to identify, develop, and promote strategic scholarly communication services and programs; provides outreach, education, and training; identifies and implements best practices in documenting and strengthening access to the Law School’s intellectual output; provides vision and expertise on scholarly visibility and impact and online identity management; oversight of the online repository process for Law School scholarship and archives including data entry; supports staff, student, and faculty posting to content management systems such as CampusPress and open-access scholarship-sharing networks (SSRN) and digital commons (BePress)</li>
<li>Oversees library’s digital initiatives such as digital content creation, online exhibits, and web publishing; oversees content sharing via the library website, LibGuides, and the law school portal; ensures search engine optimization, accessibility and security compliance for all library managed online platforms</li>
<li>Coordinates department efforts to identify, implement, and support web-based and digital marketing strategies and services; provides guidance to faculty, staff and students on using content management systems managed by the library such as Drupal, Springshare, CampusPress, social media, and digital signage; provides guidance on system functionalities and use of graphics and formatting; performs content editing</li>
</ul>
Electronic Resources
<ul>
<li>Provides vision and expertise to develop and maintain the electronic resource collection; leads interdepartmental library efforts to select, implement, maintain, and provide access to electronic resources, including collaboration with Burns Law Library colleagues, GWU campus libraries, and electronic resource vendors&nbsp;&nbsp;</li>
<li>Leads review of electronic resource licenses, manages license compliance issues, and evaluates resource usage-based feedback, web analytics, and vendor-supplied statistics</li>
<li>Oversees department efforts to create user awareness of the electronic collection, manage authentication for access to electronic resources, and improve end-user support services; coordinates gathering, analyzing, and formatting of usage data from the proxy server and vendor/publisher-supplied data for library reporting and decision-making</li>
</ul>
Other
<ul>
<li>Monitors the Library’s ticketing systems and responds to user inquiries&nbsp;</li>
<li>Drafts and implements procedures and practices&nbsp;</li>
<li>Creates and contributes to research guides, bibliographies, instructional recordings, and other finding aids and publications</li>
<li>Participates in reference and research services, including reference desk duties and the faculty liaison program</li>
<li>Participates on library, university, and consortia committees</li>
<li>Performs other duties as assigned</li>
</ul>
Minimum Qualifications:
<ul>
<li>Graduate degree in library or information science (e.g., MLS) from an ALA-accredited institution or completion of degree requirements by the time of appointment</li>
<li>JD, LLB, or LLM from an ABA-accredited institution or completion of degree requirements by the time of appointment, and</li>
<li>Minimum of three years of post-graduate degree experience working in law libraries, including a demonstrable history of supervisory duties or potential for rapid growth into supervisory duties</li>
</ul>
Preferred Qualifications:
<ul>
<li>Knowledge and understanding of trends and best practices relevant to legal education and legal technology competencies</li>
<li>Knowledge of pedagogical trends employed by law schools, learning management technologies, digital objects, and digital content creation</li>
<li>Demonstrated knowledge of instructional design theory</li>
<li>Experience with scholarship repositories, scholarly impact metrics, content management systems, desktop publishing software, search engine optimization and web analytics tools, and knowledge of online publishing standards</li>
<li>Experience with web design and proficiency with web authoring software, including experience with emerging technologies and use of browser plug-ins and applications</li>
<li>Experience with SaaS; online product technology/setup, including proxy server functionality and authentication protocol; web browser and operating system configuration; web design (HTML, CSS, Javascript); and content management system administration</li>
<li>Experience with Ex Libris Alma electronic resource management and AlmaAnalytics</li>
<li>Demonstrated basic or general knowledge and understanding of trends relevant to any of the areas of the department</li>
<li>Demonstrated ability to promote teamwork and collaboration with the goal of fostering an efficient and positive service role for the library; to form a strong rapport with colleagues, law faculty, and law students</li>
<li>Experience in providing general legal reference assistance</li>
<li>Reference experience in a law library environment</li>
<li>Demonstrated superior customer service skills</li>
<li>Writing skills and oral communication skills that demonstrate the ability to convey information clearly and accurately with customers, colleagues, and supervisors</li>
<li>Demonstrated organizational and time management skills</li>
<li>Demonstrated attentiveness to detail</li>
<li>Demonstrated ability to work well independently and as part of a team</li>
</ul>
APPLICATION PROCEDURE:&nbsp; Please complete an online application, available at <a href="https://www.gwu.jobs/postings/103761" target="_blank">https://www.gwu.jobs/postings/103761</a> , to include uploading a resume and cover letter and providing contact information for three professional references. Review of applications will begin September 1, 2023, and continue until the position is filled. Only complete applications will be considered.
Employment offers are contingent on the satisfactory outcome of a standard background screening.
The university is an Equal Employment Opportunity/Affirmative Action employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law.

Head of Legal Technology & Instructional Services

The Associate Dean for Medical Education provides leadership and oversight for the development of high-quality, integrated curricular content and develops and oversees programs that ensure student success in the pre-clerkship phase of the curriculum and USMLE licensure examinations. Candidates must be faculty-eligible at or above the rank of Associate Professor.
Northeast Ohio Medical University is an AA/EEO Employer. The university has a strong commitment to the principles of diversity and inclusion and to maintaining working and learning environments that are free from all forms of discrimination. Women, individuals with disabilities, veterans and minorities are strongly encouraged to apply.
Pay Grade: 18
Location: Rootstown, OH
Principal Functional Responsibilities&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
CURRICULAR DESIGN AND TEACHING
Oversee the development and delivery of an integrated curriculum in foundational sciences.
Develop and deliver pre-matriculation content that supports student success in the early medical school curriculum.
Develop and deliver a course for USMLE Step 1 preparation.
Develop and deliver a course for USMLE Step 2 preparation.
Ensure students have sufficient curricular and co-curricular content that is appropriate and well-aligned with USMLE and NBME content specifications.
Champion and facilitate basic science-clinical science integration throughout the curriculum.
Provide leadership in identification and problem-solving of student and faculty challenges with curricular content.
ACADEMIC SUCCESS TEAM LEADERSHIP
Lead a team of faculty assigned to advise and tutor students at risk.
Assist students who seek help and/or face challenges in the M1 and M2 academic years including preparation for USMLE licensure exams.
CURRICULUM LEADERSHIP
Serve as administrative chair of the Pre-Clerkship Curriculum Sub-Committee.
Advise M1 and M2 course directors with respect to content and format alignment with USMLE examinations.
Participates in educational scholarly work.
Qualifications&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 
Education/Degrees:
PhD, MD or DO degree required.
Must be eligible for faculty appointment.
Experience:
<ul>
<li>Five to seven years of experience directly related to principle functional responsibilities including but not limited to the following: Experience and activities in teaching, research, administration, and service to qualify for a senior level faculty appointment Experience with graduate medical education, with demonstrated leadership in curriculum development and assessment and medical education, particularly at the undergraduate level.</li>
</ul>
Key Skills, Personal Characteristics, and Key Competencies&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 
<ul>
<li>Proven leadership skills with an ability to lead faculty. Requisite attributes will include: demonstrated abilities to inspire others and to work collaboratively, creatively and constructively with others and negotiate skillfully; strong organization skills; recognition as a respected member of the medical education and professional community; and a passion for teaching and learning as well as for the development of students, staff members, faculty members and academic programs. Ability to connect with key stakeholders including faculty, students, and other peers. General understanding of accreditation principles in the area of curriculum.</li>
</ul>
Core Competencies
<ul>
<li>Leadership: NEOMED creates positive change by educating and training Ohio’s next generation of health professionals, educators and researchers through experiential learning, high-impact research, strategic partnerships and innovation. By designing an environment where ideas and connections can flourish, NEOMED is transforming health care. Exceptional Experience: By creating a welcoming, supportive and well-resourced environment, NEOMED sets the stage for meaningful interactions among its students, faculty, staff, alumni, partners and community members. The University empowers every individual to participate fully in the campus experience and the community that NEOMED serves. Diversity, Equity and Inclusion: NEOMED recognizes, appreciates and celebrates all of the ways-from backgrounds to viewpoints-that people are different. The University’s culture is grounded in respect and thrives on the uniqueness of each individual. NEOMED encourages everyone’s participation by fostering policies and practices that ensure fair and just access, treatment and opportunities for all. People: Talent is NEOMED’s most valuable asset. The University invests in developing its faculty and staff to realize their fullest potential. As it works to attract and retain a diverse workforce and student body, NEOMED embraces opportunity and growth across all levels of the institution. Talent Management: NEOMED leadership strives to align department and individual talent management efforts with the university strategic plan and objectives through workforce planning, recruiting the right talent onboard and helping develop employees to their optimal potential and capabilities. Operational Excellence: NEOMED will create a culture of operational excellence by establishing clear administrative practices and eliminating waste. Leaders strive to meet customer expectations through a continuous improvement of the operational processes and creating a culture of employee</li>
</ul>

Associate Dean for Medical Education

Technical Business Analyst, IBM Corporation, Armonk, NY and various unanticipated client sites throughout the US (Up to 60% telecommuting permitted): Gather requirements, design solutions, and plan for project execution. Provide testing, implementation, and post-implementation support for system changes. Create functional specification documents, process workflows, and standard operating procedures (SOPs) for new enhancements. Support strategic initiatives from planning through execution by identifying risks and tracking progress. Coordinate with teams to resolve production incidents promptly and ensure system recovery. Demonstrate expertise in implementation design, testing execution, internal communication, and independent task management. Develop work plans and deliver outcomes aligned with cloud implementation roadmaps and methodologies. Perform data mapping to migrate or transfer third-party application data into the Salesforce cloud platform using API integration. Work with core Salesforce objects such as accounts, contacts, reports, tasks, service requests, and dashboards, and create custom objects or applications based on business requirements. Manage deployments across environments using change sets and assist with code migration from Sandbox to Production using CI/CD and Salesforce DX. Adhere to defined deployment procedures for production and non-production environments. Utilize: JIRA, Salesforce CRM, SQL, Tableau, MS Visio, Lucid chart, Veeva iMR, Postman, Python, Gitlab, Monday.com. Required: Master's degree or equivalent in Engineering or related (employer will accept a Bachelor's degree plus five (5) years of progressive experience in lieu of a Master's degree) and one (1) year of experience as a Business Analyst or related. One (1) year of experience must include utilizing JIRA, Salesforce CRM, SQL, Tableau, MS Visio, Lucid chart, Veeva iMR, Postman, Python, Gitlab, Monday.com. $150550 to $197400 per year. Please send resumes to <a href="mailto:recruitad@us.ibm.com" target="_blank">recruitad@us.ibm.com</a>. Applicants must reference AV212 in the subject line.&nbsp; &nbsp;

Technical Business Analyst

Senior Developer, IBM Corporation, Armonk, NY and various unanticipated client sites throughout the US (Up to 20% telecommuting permitted): Perform core critical path components. Mentor junior software developers. Lead developers on implementation and design discussions. Research and define technology solutions. Develop solutions focused on driving business outcomes. Design and deliver blueprints, signature solutions, application assets, cloud, and appliance-based offerings. Write testable and efficient code. Design layout/user interfaces. Gather and implement specifications and requirements based on technical needs. Create and maintain software documentation. Maintain, expand, and scale the application on Cloud and On-premises platforms. Lead a project team in delivering technical solutions to customer in the financial sector. Lead and coordinate the efforts in different internal Delivery Centers to deliver API Solutions for clients. Identify and bridge gaps in knowledge and experience for continued quality and on time delivery. Deliver new and complex high-quality solutions to clients in response to varying business requirements. Work closely with the client to build REST APIs leveraging on company's asset, tools and accelerators to provide direction and architectural design. Design, develop and implement application that will transfer call data from a third-party provider to client which includes design and development of multiple REST API services that will fulfill the client requirements using prominent technologies and adhere to client standards and align with the client custom infrastructure frameworks. Handle risk identification and management on the projects and track the same until the risks have been averted or mitigated. Report progress of development efforts to the internal and client senior management and executives. Utilize: Java, RestAPI, Spring Framework, Git, Python, Amazon Web Services (AWS), Structured Query Language (SQL). Required: Bachelor's degree or equivalent and two (2) years of experience as a Software Developer or related. Two (2) years of experience must include utilizing Java, RestAPI, Spring Framework, Git, Python, Amazon Web Services (AWS), Structured Query Language (SQL). $131997 to $150000 per year. Please send resumes to <a href="mailto:recruitad@us.ibm.com" target="_blank">recruitad@us.ibm.com</a>. Applicants must reference SN163 in the subject line.

Senior Developer

<h3>Job Description</h3>
Job Description: 
Service Delivery Manager is the interface between the offshore team and Client leadership. 
Responsible for managing the team of testers and leads, provides oversight on test practices, and suggests methods to optimize the organization's process 
 
Responsibilities 
- Serve as the main point of contact for the Program Manager 
- Host a weekly 1:1 meeting with the Client Program Manager 
- Serve as the first escalation point of contact for program execution 
- Report and mitigate blockages, delays and complications 
- Communicate plan/updates/status to Client stakeholders 
- Perform postmortem failure analysis and build a process of improvement 
- Demonstrate ability for independent problem solving and self-learning 
 
Qualifications 
- 20+ years of overall experience with 10+ years in Leading Testing projects 
- Experience with a track record of managing large programs involving globally distributed team 
- High knowledge of all QA methodologies and standards 
- Excellent numerical skills and understanding of data analysis/statistical methods 
- Excellent people management skills while managing large globally distributed teams 
- Possess qualities like great attention to detail and ability to define, experience in tracking KPIs and SLAs 
- Excellent report the same back to client 
- Have excellent organizational and leadership abilities in addition to experience of interfacing with third party vendors 
- Ability to work in a fast-paced environment involving multiple stakeholders based in different locations

Service Delivery Manager

<h3>Job Description</h3>
Job Description
As a Service Delivery Manager at NEP, you'll be responsible for ensuring the delivery of high-quality services to our high-profile streaming and broadcast clients. You'll manage incidents from report to resolution, ensuring they are resolved within desired SLA windows. Additionally, you'll actively manage customers in terms of information, follow-up on incidents, and special projects. Your role involves establishing and maintaining service delivery goals, ensuring adherence to policies and procedures outlined in ITIL methodologies. You’ll aim to identify trends based on incident logging to resolve underlying problems.
Essential Duties/Responsibilities:
<ul>
<li>Manage NEP’s service delivery to high-profile clients, ensuring their satisfaction and commitment to best-in-class managed services and technical delivery</li>
<li>Manage incidents from report to resolution within desired SLA windows</li>
<li>Actively managing customers in terms of information, weekly meetings, and follow-up on incidents</li>
<li>Deliver detailed reporting including RCA’s, RFO’s and technical reports to internal and external stakeholders</li>
<li>Identify trends based on incident logging &amp; data gathering within NEP’s monitoring platform</li>
<li>Execute and enhance service delivery within the framework of ITIL methodologies</li>
<li>Ideate and coordinate with Engineering, NOC, and Broadcast Operations teams to improve data gathering metrics, and observability of end-to-end live event delivery</li>
<li>Monitor management processes and propose service improvements</li>
<li>Play a key role in drafting SLAs and translating them into practical solutions</li>
</ul>
Position Requirements:
<ul>
<li>5+ years of relevant work experience in Service Management</li>
<li>5+ years of experience conducting service reviews and maintaining communication with clients</li>
<li>ITIL Certification Preferred</li>
<li>Bachelor's or Master's degree in Media, Broadcast, Engineering, or IT is preferred </li>
<li>Must have previous experience building and nurturing client relationships</li>
<li>Must be able to work closely with engineering teams across NEP and making sure you earn their respect and trust by providing structure and organization to relieve load on the engineers in incident and problem management</li>
<li>Ability to inspire colleagues to adopt a service-oriented approach</li>
<li>Experience successfully implementing and using Jira Service Desk, including customer-facing portals</li>
<li>Hands-on mentality to elevate the service management department</li>
</ul>
Company Overview You might not know our name, but you’ve probably seen our work – on stage, on screen or on the field. Our technology solutions and unique Global Production Ecosystem empower content creators and rights holders to tell their stories in breakthrough ways. We’ve supported some of the world’s most watched productions and live events in sports, entertainment, concerts, festivals, film, TV and more. For over 35 years our clients have trusted us to deliver live production, live events, and virtual production solutions for them, anytime, anywhere. Put simply, we bring content to life.

<h3>Job Description</h3>
Job Description
As the Manager - Service Center you directly lead a Team of technical support staff responsible for providing high quality, technical expertise and support to end-users. You coach your team to provide best in class customer service, empathy and communication. You will identify friction and effectively resolve or escalate customer issues. You will work across teams and with our customers to ensure high quality and positive outcomes.
As a manager, you apply your proven leadership skills to support your team in accomplishing both team-oriented and individual development goals. You excel at prioritizing work efforts, balancing day-to-day tasks with longer-term strategic efforts. You will optimize team performance by working to ensure that all employees have the resources and guidance required to complete key activities.
•Guide and monitor the activities of staff to ensure customer expectations and service levels are met or exceeded.
•Provide outstanding support to customers and end users.
•Ensure timely responses to incoming requests for support.
•Monitor compliance with incidents, problems, and change management processes.
•Lead Problem Management efforts for complex incidents and issues.
•Monitor SLAs to ensure all work is recorded properly and that issues are resolved in a timely manner.
•Manage the purchasing of IT related goods and services.
•Provide accurate and timely reporting to leadership and stakeholders
•Schedule and coordinate maintenance windows.
•Coach direct reports on proven best practices and methods.
•Lead the hiring, training, and development of service center staff.
•Manage the performance of service center staff, including performance reviews and coaching and development opportunities.
•Manage customer expectations and vendor performance, cultivating advantageous partnerships.
•Other duties as assigned.
•A strong understanding of delivering support services for information technology products using standard methodologies like ITIL.
•Business acumen and knowledge of procurement and purchasing process.
•Deep knowledge of diagnostic, monitoring tools, remote desktop applications &amp; virtual environments.
•Deep knowledge of Service Desk ticketing systems.
•Expert ability to analyze, diagnose, and provide appropriate solutions to complex technical issues.
•Able to create and optimize standardized processes and procedures.
•Expert ability to multitask in an evolving customer-centric environment and manage competing priorities.
•Expert ability to communicate effectively with customers, peers and leadership
•Proven ability to organize, assign, direct, and review the work of a group of professional technical support personnel.
•Proven ability to translate complex technical information in a concise manner to various stakeholders, verbally and in writing.
•High degree of emotional intelligence and empathy.
•Expert ability to weigh the relative costs and benefits of potential actions and identify the most appropriate one.
 
M/D/V from day 1 
LifeIns
Accidental Death
EAP
401K plan
Sick and vacation pay
yearly metric based bonus plan. must qualify
ITIL - IT Infrastructure Library, Remote Desktop Support, Cisco Webex Meetings, Azure Active Directory, Intune, Service Delivery Management, Enterprise Service Bus

<h3>Job Description</h3>
Job DescriptionOur Company 
We’re more than just a workplace — we’re a community of people who care about doing meaningful work, supporting each other, and growing together. Whether you’re just starting out or looking to take the next step in your career, we believe in creating roles that energise, challenge, and inspire. 
We’re committed to designing jobs that are sustainable, flexible, and aligned with your strengths — because we know that when work works for people, people do their best work. 
Visit our Careers Portal to explore our culture, benefits, and current opportunities. You’ll find stories from our people and insights into how we work. A brief summary 
Gravity Media is currently recruiting for a Service Delivery Manager. Based at our client’s premises in Washington, the Service Delivery Manager will work with our broadcast team in the delivery of Gravity Media’s scope of services to the client. We operate in a partnership with our client, ensuring that people are front and center of what we do. The successful candidate must have strong leadership skills and ensure accountability is taken for crewing both permanent and flexible resources. 
What you’ll be responsible for
Client Management 
<ul>
<li>Prioritize stakeholder request for resources as directed by the client. </li>
<li>Manage client expectations for people pipeline and delivery of people resources. </li>
<li>Communicate the status of bookings with appropriate stakeholders where appropriate. </li>
<li>Continually seek opportunities to increase customer satisfaction and deepen client relationships. </li>
<li>Build a knowledge base of each client's business, processes, systems and objectives. </li>
<li>Identify opportunities for improvement and make constructive suggestions for change. </li>
<li>Act as a single regional point of contact for client management when dealing with personnel issues. </li>
<li>Provides detailed reporting and metrics around service performance and execution to support the </li>
<li>Management Business Review process. </li>
<li>Ensure the timely and accurate processing of invoices to the client. </li>
<li>Daily reporting of working hours and overtime to the client for each department to ensure the invoicing process is accurate and approved. </li>
</ul>
Production Management 
<ul>
<li>First point of contact for escalation on site. </li>
<li>Ownership of crew roster. </li>
<li>Evaluate and maintain an end-to-end production intake process and tracking dashboard for stakeholder production requests and production executions, resolving or escalating issues in a timely fashion. </li>
<li>Supervise scheduled crew. </li>
<li>Interact effectively with clients to identify needs and evaluate alternative people solutions. </li>
<li>Oversee/track/report on annual budget and manage any additional budget requests within the contracted year. </li>
</ul>
People Management 
<ul>
<li>Manage a team of esports broadcasting production professionals in a fast-paced environment. </li>
<li>Oversee hiring, deployment, and management of esports broadcast professionals. </li>
<li>Develop new team structures and processes as required, while providing on-site support to the team in Seattle and remote guidance to our smaller team at the LA studio.</li>
<li>Supporting the client in distributing documentation and training materials that support development and standardization within the studio technical processes and team structures, as driven and instructed by the client. </li>
<li>Support the emerging talent strategy by outlining opportunities for engaging with early careers, graduates, trainees and apprentices. </li>
<li>Monitor and manage working time, time off, attendance. </li>
<li>Management of sickness with appropriate backfilling for production days. </li>
</ul>
Talent / Crew Booking 
<ul>
<li>Prospects potential talent by contacting, negotiating rates and deal buyouts and exploring availability and opportunities. </li>
<li>Closes new business deals with talent by coordinating requirements; developing and negotiating contracts and onboarding/contracting.</li>
</ul>
Business Development 
<ul>
<li>Where there are opportunities for growth in the region/country, there is the natural opportunity for progression to manage other similar facilities in accordance with the scope of this job description. </li>
</ul>
<ul>
<li>Other related items as assigned.</li>
</ul>
Health &amp; Safety: 
Ensuring that all company risk assessments are observed where applicable to your role, taking ownership of improvements and escalating concerns where necessary. 
This role is for you if
Experience Profile 
<ul>
<li>Experience leading a studio production team. </li>
<li>Experience overseeing medium and large-scale production teams. </li>
<li>Solid understanding of multi-camera studio production workflows. </li>
<li>Experienced in working with production scheduling and tracking software. </li>
<li>Solid knowledge esports broadcast production </li>
</ul>
COMPETENCIES 
<ul>
<li>Time management and how-to prioritize workload and asks. </li>
<li>Key communicator – can listen and understand requests without the need for asks to be repeated. </li>
<li>Multitasker – have the dexterity to manage the numerous simultaneous productions in a fast-paced environment. </li>
<li>Willingness to learn outside your comfort zone and immerse yourself in learning new technologies. </li>
<li>Strong computer skills, including working knowledge of Google business apps</li>
<li>Experience leading a team, 5 + years preferred </li>
<li>Ability to build strong positive long-term relationships with client stakeholders. </li>
<li>Natural ability to build rapport and trust while being able to influence and respectfully challenge clients to meet their best interests. </li>
<li>First class communication, listening and interpersonal skills. </li>
<li>Excellent presentation skills. </li>
<li>Ability to create analytical reports and talk to the trends we are witnessing. </li>
<li>Thrives on being a leader of a diverse team of professionals. </li>
<li>Desirable to have experience working within a managed service/staffing environment. </li>
<li>Knowledge of esports gaming plus production experience will be an advantage </li>
<li>Experience of working within a corporate environment is desirable</li>
</ul>
This job description is a written statement of the essential characteristics of the job and is not intended to be a complete, detailed account of all aspects of the duties involved. Gravity Media is an equal opportunities employer and aims to ensure that no job applicant or employee receives less favorable treatment on the grounds of any protected characteristics.

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