Service Delivery Manager

JR United Kingdom; Farnborough; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic Account Manager to oversee onsite managed services and video solutions. This role involves managing client relationships, leading high-performance teams, and ensuring top-tier service delivery. The ideal candidate will thrive in a collaborative environment, driving continuous service improvement and maintaining high customer satisfaction. With a commitment to employee growth and well-being, this company offers a supportive culture and numerous opportunities for career advancement. Join a forward-thinking organization that values diversity and innovation in every aspect of its operations.

Benefits

Dynamic company culture

Employee assistance and wellbeing support

Mental health resources

Work-life balance

Learning and development opportunities

Employee discounts and retail benefits

Cycle-to-work schemes

Season ticket loans

Qualifications

• Proven experience in leading high-performance teams.
• Strong background in customer service and operational excellence.

Responsibilities

• Manage and support OMS accounts, ensuring service quality.
• Lead onsite teams and promote collaboration for high customer satisfaction.

Skills

Account Management

Team Leadership

Customer Relationship Management

Service Delivery

Continuous Service Improvement

Education

Bachelor's Degree

Relevant Certifications

Tools

Customer Data Analysis Tools

Reporting Software

Job description

About AVI-SPL

AVI-SPL is a digital enablement solutions provider that transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, including award-winning managed services.

Our highly trained team works globally with organizations, including over 80% of Fortune 100 companies. If you're seeking a company that offers real career opportunities and progression, contact us today to discuss how we can help fast-track your career.

The Job

AVI-SPL offers a portfolio of Onsite Managed Service (OMS) and Video Solutions to clients across multiple industries worldwide.

This role is responsible for managing and supporting one or more OMS accounts, overseeing onsite teams, ensuring service quality, maintaining customer relationships, and managing all aspects of post-sale service and support. The ideal candidate is a proven leader, calm under pressure, experienced in leading high-performance teams, adept at working with diverse clients, and capable of building operational excellence that results in high customer satisfaction.

Day-To-Day Responsibilities

Account Management

• Own assigned accounts to ensure top-tier service delivery.
• Develop and implement best practice service levels across teams.
• Establish and lead a Continuous Service Improvement (CSI) program with clients, driving change collaboratively.
• Manage incidents effectively and develop efficient IM processes to improve service delivery.
• Maintain a professional environment where onsite teams meet and exceed client standards.
• Identify KPIs for successful engagement with AVI-SPL services.
• Expand wallet share through value-added services, fostering deeper client relationships.
• Enhance service adoption, customer satisfaction, and overall service quality to influence future lifetime value.
• Coordinate with teams to ensure seamless service transitions, including installations and new service additions.

Team Management

• Manage onsite AV Managers/Technicians and support staff.
• Promote collaboration and maintain team morale.
• Set and review individual and team goals regularly.
• Conduct performance management and regular 1-2-1 meetings.
• Lead recruitment efforts and support TUPE processes when applicable.

Administration

• Collect and analyze customer data, including SLA performance and business metrics.
• Maintain customer scorecards and success indices.
• Create reports and documentation for clients and internal use.
• Lead service review meetings, preparing reports and minutes.
• Enhance onsite documentation and ensure compliance with SOPs and policies.
• Provide monthly reports to AVI-SPL leadership.
• Maintain high CSAT and NPS scores.
• Collaborate with sales for cross-sell and up-sell strategies focused on retention.

Why Work for AVI-SPL?

We are global leaders in universal communications, fostering a work environment that matches our status. We treat employees as individuals, providing clear goals and career paths. Our benefits include:

• Dynamic company culture
• Employee assistance and wellbeing support
• Mental health resources
• Work-life balance
• Additional holiday entitlement based on service
• Learning and development opportunities
• Access to online learning resources and industry memberships
• Employee discounts and retail benefits
• Partner discounts, cycle-to-work schemes, and season ticket loans

If you're feeling undervalued or seeking career growth, apply today.

Our commitment to diversity: We provide connection, opportunity, and a voice to everyone, regardless of background. Our diversity makes us stronger and better at what we do.

AVI-SPL is an Equal Opportunities Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, nationality, age, or disability.