AV Service Delivery Lead – Global Clients

proAV Limited; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

proAV in the United Kingdom is seeking an experienced Service Delivery Manager to join the Egham team. You will own day-to-day service delivery, manage SLAs, and collaborate with helpdesk, VNOC, engineers and vendors to ensure timely resolution and customer satisfaction.

The role emphasises data-driven performance, service reviews, SIPs, lifecycle and asset management, and the use of AI-powered tools to improve responsiveness and reporting.

Qualifications

• Proven experience in Service Delivery.
• Excellent communication, stakeholder management, and presentation skills.
• Analytical and data-driven approach to performance and improvement tracking.
• Awareness of AI technologies in service management, analytics, and automation.
• Strong organisational and time management skills with attention to detail.

Responsibilities

• Oversee day-to-day service delivery for assigned client accounts, ensuring SLA and KPI compliance.
• Coordinate with helpdesk, VNOC, onsite engineers, and vendors to ensure timely resolution of service issues.
• Monitor ticket queues, escalation paths, and repeat incident trends to maintain proactive management.
• Leverage AI platforms and analyse data to identify trends.
• Produce and review regular service reports.
• Act as the primary service contact for assigned clients, building strong relationships at operational and management levels.
• Lead regular service review meetings and QBRs, presenting performance data and improvement plans.
• Manage client expectations and communications during escalations or major incidents.
• Ensure the client's voice is represented internally, driving improvements that align with customer needs.
• Identify and drive Service Improvement Plans (SIPs) based on recurring issues, feedback, and performance data.
• Support lifecycle and asset management, including EOL/EOSL tracking and technology refresh planning.
• Collaborate with internal teams to embed lessons learned from projects into service operations.
• Champion the use of AI and automation to improve service responsiveness, reduce manual effort, and enhance insight generation.
• Contribute to process documentation, change control, and internal governance frameworks.
• Support contract renewals, add-on services, and change requests.
• Become familiar with proAV service catalogue.
• Ensure accurate reporting for service consumption, invoicing, and forecasting.
• Review and validate service asset and configuration data.
• Utilise AI-assisted reporting or dashboard tools to enhance visibility of service metrics and trends.
• Work closely with Service, Projects Engineering, and Account Management to ensure smooth transitions and aligned priorities.
• Support training, onboarding, and mentoring of new service team members.
• Encourage team adoption of AI-powered tools for ticket triage, report automation, and proactive monitoring.
• Champion a customer-focused, innovation-led culture across the service organisation.
• Work with Bid / Renewals team in preparation of contract renewals / service documentation & processes.
• Development of Service Catalogue.
• Collaboration with design teams to formulate end to end solutions.
• Review and advise on enhanced service deliverables.
• Support of commercial team in client tenders and interviews.

Skills

Service Delivery

Communication skills

Stakeholder management

Presentation skills

Analytical mindset

AI technologies awareness

Organisational skills

Tools

ServiceNow

Dynamics

Ticketing systems

Job description

proAV in the United Kingdom is seeking an experienced Service Delivery Manager to join the Egham team. You will own day-to-day service delivery, manage SLAs, and collaborate with helpdesk, VNOC, engineers and vendors to ensure timely resolution and customer satisfaction.

The role emphasises data-driven performance, service reviews, SIPs, lifecycle and asset management, and the use of AI-powered tools to improve responsiveness and reporting.