Service Delivery Manager

AVI-SPL; Farnborough; On-site; GBP 30,000 - 60,000; Full time

Job description

Description

AVI-SPL is a digital enablement solutions provider who 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, which include our award-winning managed services.

Our highly trained team works hand-in-hand with organizations worldwide – including more than 80% of Fortune 100 companies. If you’re looking for a business that can offer you real career opportunity and progression, get in touch today and let’s talk about how we can fast track your career!

The Job

AVI-SPL provides a portfolio of Onsite Managed Service (OMS) and Video Solutions to multi-industry clients globally. This role is accountable for the management and support of one or more OMS accounts. Managing the onsite teams, the quality of service, the customer relationship, and responsible for all aspects of post-sale service and support. It requires a proven leader, unflustered in the face of customer issues, experienced at identifying and leading high-performance individuals, comfortable working with a wide variety of clients, and capable of building operational excellence that generates high customer satisfaction.

Day-To-Day Responsibilities:

• Account Management
• Complete ownership of assigned accounts ensuring best-in-class service.
• Develop, adopt and deliver best practice service levels across all teams.
• Identify, agree and own a progressive Continuous Service Improvement (CSI) programme with customer account and drive change in tandem with the peers and leaders.
• Working with stakeholders and colleagues to effectively manage incidents and help develop effective IM processes, aiding improved service delivery.
• Maintain an organised and professional environment where the onsite teams are managed to meet and exceed client standards of excellence and professionalism.
• Understand and identify KPIs for successful engagement of AVI-SPL business at customer sites.
• Increase wallet share among assigned Accounts through value-add services which generate deeper and broader customer relationships.
• Influence (future) lifetime value through improved services adoption, customer satisfaction and overall quality and consistency of services provided.
• Work with various teams to ensure Service transition into a live environment is as seamless as possible. This could relate to installation or new service additions.
• Team Management
• Direct management of Onsite AV Managers/Technicians and support all onsite staff.
• Promoting and driving team collaboration and maintaining team morale.
• Ensuring every team member has business and personal goals which are tracked and reviewed regularly.
• Execute performance management following company sync and goals setting processes for all onsite staff.
• Conduct regular 1-2-1 meetings with all direct reports.
• Leading and fulfilling staff recruitment where required.
• Assist in the TUPE of potential new staff where applicable.
• Administration
• Collection of customer statistical data including SLA performance, management information, team performance and other business metrics for weekly/monthly/quarterly customer reporting.
• Build and maintain customer scorecard and success index to reinforce business outcomes against which role effectiveness will be measured.
• Creating client-facing reports and documents as required by the company.
• Chairing monthly/quarterly Service Review Meetings with customer including preparation and distribution of reporting and meeting minutes.
• Contribute to the enhancement of onsite documentation (including Standard Operating Procedures (SOP) and Onsite Staff Handbooks) ensure documentation processes and procedures are maintained in accordance with customer and AVI-SPL requirements.
• Provision of monthly reporting to AVI-SPL Leadership.
• Maintain World Class CSAT and NPS.
• Align with sales around cross-sell and up-sell strategies with a focus on retention.

Why work for AVI-SPL (what’s in it for you)

As we have already mentioned, AVI-SPL are the global leaders when it comes to universal communications, and we make sure our work environment matches our status. The business treats all their employees as individuals and makes sure we all have definitive goals and career paths to help us maximize their ability. Along with this we also offer:

• Enjoyable and dynamic company culture
• Health & Wellbeing
• Private Healthcare
• Access to Employee Assistance and Wellbeing Support
• Mental Health Support through the above
• Work & Home Life Balance
• Increased holiday with service
• Flexible working policy
• Learning & Development
• Access to numerous online learning resources
• AVIXA membership for industry learning
• Employee Discounts
• Access to online retail discount platform
• Discounted products through our recognised partners
• Other
• Cycle to work scheme.
• Season ticket loans
• Generous Referral scheme

So, if you are feeling undervalued, stuck in a rut, or just looking at furthering your career, apply today.

Our commitment to diversity is simple: we provide connection, opportunity, and a voice to everyone, from every background. WE Thrive Together: WE appreciate the visible and invisible qualities that make you who you are. Our diversity makes us better humans and better employees and makes AVI-SPL a better business.

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