Monolith Technologies(https://monolith.asia/) is seeking a Regional Service Delivery Manager (*internal title: APAC Operations Lead) for event operations and video production who will drive organization success by overseeing a diverse team of talented individuals responsible for delivery against event services, video productions and offsite requests, across different markets in region in supporting one of our large multinational clients.
The APAC Lead ensures the operational excellence of the team by driving efficiencies, competencies assessments, and pushing technical and operational boundaries by balancing risk and benefits.
The APAC Lead also provides oversight to the regional team in employee development and improvement and as a mentor to support and inspire local team leaders. The APAC Lead will also monitor service performance and metrics and provide reporting and service insights as part of service monitoring and reporting. They will also focus upon client servicing and education as well as help drive decision making from analyzing trends.
- Manages client expectations and effectively communicates with relevant stakeholders.
- Provides technical leadership in technical production of events and video by pushing technical boundaries, proposing solutions to bespoke requests within constrains.
- Leads the crew in the execution of high tier event and video productions.
- Act as the first point of contact in an event of an incident and provide timely resolutions. Oversees the execution of service recovery plans.
- Assist and monitor the team performance through various reporting.
- Provide oversight for team’s operating budget and capital expenditure.
- Assist with the onboarding and training of new joiners, including formulation of a technical training program.
- Conduct regular team meetings and feedback pulse to management.
- Conduct regular assessment of the team capabilities via the competency matrix, suggest improvements to the process and/or training plans to up-level the team.
- Develop clear documentation to educate clients on the team’s services.
- Proficient in English, Mandarin, and Cantonese (all three required).
- Extremely attentive to details and organized.
- Exceptional customer-service skills.
- Experienced individual with proven leadership in AV, technical event production and/or video production
- Excellent task management, verbal & written communication skills, combined with relentless follow-up.
- Comfortable with data driven decision making.
- Experiencing collecting and reviewing service metrics and data to provide performance analytics and insight.
- Excellent interpersonal skills, with the ability to build relationships and collaborate within a diverse, cross-functional team.
- Able to communicate difficult and sensitive information tactfully.
- Independent critical and creative thinking; Copes well under pressure.
- Must be comfortable working in a fast-paced, diverse & demanding environment