Manager, AV, Collaboration & Infrastructure Applications

Role Overview

Posting Closes on April 17th, 20226

Reporting to the Director, Infrastructure & Operations, the Manager – End User, Infrastructure Apps & A/V will offer strategic and operational oversight across enterprise collaboration platforms, audiovisual (AV) technologies, end user computing, and IT Service Management (ITSM) capabilities.

You will be accountable for delivering a seamless, secure, and highly productive digital workplace experience. You will also ensure IT services are governed, measurable, and continuously improving through strong ITSM practices.

This role owns a multi-million-dollar portfolio and plays a meaningful role in aligning workplace technology, service delivery, and user experience with enterprise objectives.

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Key Responsibilities

• Be a courageous safety leader, adhere to and sponsor safety and environmental rules and procedures.

Strategy & Leadership

• Define and complete the coordinated strategy and roadmap for collaboration platforms, AV technologies, and ITSM capabilities.
• Align technology and service delivery with business objectives, user experience, and operational excellence.
• Act as a trusted advisor to senior leadership, influencing digital workplace and service management strategy.

IT Service Administration

• Evolve ITSM practices aligned to ITIL frameworks, including Incident, Request, Change, Problem, and Knowledge Management.
• Ensure service quality, reliability, and performance through defined SLAs, OLAs, and important metrics.
• Partner with Class Owners and Process Owners to drive process standardization and automation.
• Establish a culture of continuous service improvement (CSI) using metrics, trends, and user feedback.
• Ensure effective change governance to minimize risk and service disruption.

Collaboration & Digital Workplace

• Lead enterprise collaboration ecosystem (M365, Teams, SharePoint).
• Drive adoption, governance, and lifecycle management.
• Improve employee experience and efficiency through modern workplace capabilities.
• Enable scalable solutions for hybrid and global workforce collaboration.

Audiovisual (AV) Services

• Coordinate enterprise AV across offices, operational sites, and executive environments.
• Ensure consistent, high-quality meeting and event experiences.
• Standardize AV builds and support models across locations.
• Drive modernization toward smart meeting rooms and coordinated collaboration experiences.

Infrastructure & Endpoint Applications

• Coordinate endpoint and device management platforms (SCCM, Intune, Autopilot).
• Ensure secure, efficient device lifecycle management.
• Drive automation, patching compliance, and endpoint security improvements.

Financial & Vendor Management

• Manage a multi-million-dollar budget, including forecasting, optimization, and investment planning.
• Coordinate vendors and service providers, ensuring SLA adherence, and value realization.
• Improve the return on investment for technology and service efforts.

People Leadership

• Lead and develop a high-performing, multi-functional team.
• Encourage a culture centered on ownership, originality, and constant development.
• Build capabilities across AV, Collaboration, and ITSM fields.

Governance & Reporting

• Establish enterprise standards, policies, and controls.
• Ensure compliance with cybersecurity and regulatory requirements.
• Provide executive-level reports on service performance, financial metrics, return on investment, and the quality of client interactions.
• Continuously improve user experience through feedback and innovation.
• Drive process improvements and service enhancements to achieve operational excellence.
• Keep up to date with AV technology trends to guarantee seamless meetings and gathering experiences.

Qualifications

• 10+ years of IT experience, with 5+ years in leadership roles across collaboration, AV, or ITSM.
• Strong expertise in: Microsoft 365 ecosystem, managing endpoints through platforms including SCCM, Intune, and Autopilot, and AV technologies.
• Demonstrable experience implementing and leading ITSM frameworks (ITIL) in enterprise environments.
• Experience with ITSM platforms (e.g., ServiceNow) and service performance management.
• Demonstrated ability to manage multi-million-dollar budgets and vendor ecosystems.
• Strong leadership experience managing global or distributed teams.
• Strong knowledge of digital workplace transformation and service delivery frameworks.
• Excellent collaborator management and executive communication skills.
• Certifications such as ITIL, Microsoft, PMP, or AV-related are considered assets.