NEP Group, Inc. · 1 day ago
Service Delivery Manager
Los Angeles, CA
Full-time
Onsite
Senior Level
5+ years expNEP Group, Inc. is a leading provider of technology solutions for live production and events. As a Service Delivery Manager, you will ensure high-quality service delivery to clients, manage incidents, and maintain adherence to ITIL methodologies while identifying trends to improve service outcomes.
Audio/Visual EquipmentBroadcastingEventsMedia and EntertainmentTV ProductionVideo Streaming
Responsibilities
Manage NEP’s service delivery to high-profile clients, ensuring their satisfaction and commitment to best-in-class managed services and technical delivery
Manage incidents from report to resolution within desired SLA windows
Actively managing customers in terms of information, weekly meetings, and follow-up on incidents
Deliver detailed reporting including RCA’s, RFO’s and technical reports to internal and external stakeholders
Identify trends based on incident logging & data gathering within NEP’s monitoring platform
Execute and enhance service delivery within the framework of ITIL methodologies
Ideate and coordinate with Engineering, NOC, and Broadcast Operations teams to improve data gathering metrics, and observability of end-to-end live event delivery
Monitor management processes and propose service improvements
Play a key role in drafting SLAs and translating them into practical solutions
Qualification
Required
5+ years of relevant work experience in Service Management
5+ years of experience conducting service reviews and maintaining communication with clients
Must have previous experience building and nurturing client relationships
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
Ability to inspire colleagues to adopt a service-oriented approach
Experience successfully implementing and using Jira Service Desk, including customer-facing portals
Hands-on mentality to elevate the service management department
Preferred
ITIL Certification Preferred
Bachelor's or Master's degree in Media, Broadcast, Engineering, or IT is preferred
Company
NEP Group, Inc.
NEP Group is the world’s most trusted media services and live events partner in live sports and entertainment.
1001-5000 employees
H1B Sponsorship
NEP Group, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2023 (1)
2022 (1)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
26North
2025-10-17Secondary Market· $700M
2016-06-24Private Equity
2012-12-28Acquired
Leadership Team
Martin Stewart
Chief Executive Officer
Jeff Hughes
Chief Operating Officer
Recent News
2025-10-21
Mergers & Acquisitions
2025-10-19
vcnewsdaily.com
2025-10-18
Company data provided by crunchbase