AV Service Manager

Hamilton Robson; Greater London; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

Professional development

Career progression

Global organisations

Travel across Europe

Job summary

Hamilton Robson is seeking an experienced Service Manager to own service delivery across a regional AV estate. You will lead the London-based on-site contractor team, coordinate with engineers and subcontractors, and ensure high-quality support across EMEA locations.

You will manage preventative maintenance, escalate AV issues, and drive continuous improvement, aligning with SLAs and client expectations. Travel across Europe is part of the role.

Qualifications

• Experience in a Service Manager or similar operational leadership role.
• Experience managing AV, workplace technology or IT support services.
• Experience leading service teams or contractors.
• Strong understanding of service delivery, SLA management and preventative maintenance.
• Excellent organisational, communication and stakeholder management skills.
• Experience using service management or ticketing platforms.
• Full UK driving licence and willingness to travel within Europe.
• CTS, ITIL Foundation or equivalent certification.
• Experience supporting Microsoft Teams Rooms or other UC platforms.
• Knowledge of enterprise AV technologies, including Crestron, Logitech, Q-SYS, Shure, Cisco or Poly.
• Experience working within multinational environments.

Responsibilities

• Lead and manage the London-based on-site AV contractor team, ensuring high service standards.
• Coordinate engineers, subcontractors and reactive AV support across EMEA client sites.
• Own the regional preventative maintenance programme, including scheduling, scope, engineer coordination, reporting and identifying opportunities to improve system reliability.
• Act as the primary escalation point for AV operational issues across the client’s EMEA offices.
• Ensure service delivery meets agreed SLAs and client expectations, monitoring performance and driving continuous improvement.
• Produce regular service reports, maintenance summaries and operational updates for client stakeholders.
• Build strong relationships with client stakeholders, acting as Hamilton Robson’s day-to-day operational representative.
• Work closely with Project Managers and Technical teams to ensure the smooth transition of new systems into support.
• Maintain accurate service documentation, maintenance records and asset information.

Skills

Service management

ITIL Foundation

Stakeholder management

AV / UC platforms

Team leadership

Travel within Europe

Teams Rooms

Enterprise AV tech

Tools

Ticketing systems

Job description

London (based at a client site, with occasional travel across Europe)

Full-time

About the Role

We’re looking for an experienced Service Manager to join our team, supporting one of our key enterprise clients. This is an exciting opportunity to take ownership of service delivery across a regional AV estate, working closely with client stakeholders and leading the delivery of a high-quality support service across multiple EMEA locations.

Based at our client’s London office, you will lead the day-to-day delivery of AV support services across London and several smaller EMEA sites. You’ll manage the on-site contractor team, coordinate reactive support and preventative maintenance, oversee regional service operations, and act as the primary escalation point for AV operational issues.

What You'll Be Doing

• Lead and manage the London-based on-site AV contractor team, ensuring high service standards.
• Coordinate engineers, subcontractors and reactive AV support across EMEA client sites.
• Own the regional preventative maintenance programme, including scheduling, scope, engineer coordination, reporting and identifying opportunities to improve system reliability.
• Act as the primary escalation point for AV operational issues across the client’s EMEA offices.
• Ensure service delivery meets agreed SLAs and client expectations, monitoring performance and driving continuous improvement.
• Produce regular service reports, maintenance summaries and operational updates for client stakeholders.
• Build strong relationships with client stakeholders, acting as Hamilton Robson’s day-to-day operational representative.
• Work closely with Project Managers and Technical teams to ensure the smooth transition of new systems into support.
• Maintain accurate service documentation, maintenance records and asset information.

What We're Looking For

• Previous experience in a Service Manager, Service Delivery Manager or similar operational leadership role.
• Experience managing AV, workplace technology or IT support services.
• Experience leading service teams or contractors.
• Strong understanding of service delivery, SLA management and preventative maintenance.
• Excellent organisational, communication and stakeholder management skills.
• Experience using service management or ticketing platforms.
• Full UK driving licence and willingness to travel within Europe.
• CTS, ITIL Foundation or equivalent certification.
• Experience supporting Microsoft Teams Rooms or other UC platforms.
• Knowledge of enterprise AV technologies, including Crestron, Logitech, Q-SYS, Shure, Cisco or Poly.
• Experience working within multinational environments.

What You'll Get

• Competitive salary and benefits package.
• A collaborative and supportive working environment.
• Ongoing professional development and clear career progression.
• The opportunity to work with leading global organisations and cutting-edge workplace technology.
• Occasional international travel across Europe

Why Hamilton Robson?

Hamilton Robson is one of the fastest-growing workplace technology and audiovisual companies in the UK and Ireland, delivering innovative technology solutions for leading organisations across Europe and beyond.