Description: The Opportunity

As a result of continued growth and a commitment to world class customer service, our client is seeking to recruit a new, exceptional Global Client Services Manager.

Our client provides a portfolio of Audio Visual Managed On-site and Off-site Services to large corporate organisations globally including their Global Enterprise Framework that covers:

Programme and Standards Management
Project Preparation application of standards to specific projects
Project Delivery - Deliver all projects (globally) in a consistent and efficient manner
Enterprise Service - Leverages a customer-specific team, standards expertise and network access to resolve faults speedily and cost effectively globally

More traditional service offerings include:

Videoconference and meeting room support
Managed Service Desk
Technical support maintenance
Project Management.
Event Production and Support
Digital Media production and publishing

This role is responsible for managing a number of these customer engagements, managing both the on-site teams (ranging from 1-60 staff via on-site Team Leader/AV Manager) and the Customer relationships, ensuring the profitable delivery of Managed On-site and Off-site Service contracts.

Your prime function is to oversee the service offering, from both the on-site delivery team through to off-site service output, to ensure that the contracted services are delivered in accordance with agreed expectations and contracted Service Level Agreements. Managing all on-site staffing activities, ensuring best practice, customer focused teams, a progressive approach, a strong team orientated approach and the integration of new sites once won.

Other functions include:

Service development and augmentation
Training and development of on-site staff
Management of service review reporting and reviews for On-site and Off-site services
Service management interface between our client and their Customer

The role of Client Service Managers exist to make it easy for our client's Enterprise customers to place and track service requests in line with previously agreed processes and commercial frameworks. The services include Enterprise Services which include Project Governance and Enterprise Support as well as the provision of AV hardware and installation services. The Client Service Managers will provide the correct level of management, direction and continuous improvement to realise benefits and success across multiple, often global, contracts.

Working with key Customer service owners, other Client Service Managers, Service Operations Managers, Enterprise Service Teams, on-site AV Managers, Team Leaders, the Service Contracts Team, the Client Services Managers responsibilities include, but are not limited to:

Service Management, Account activity and Administration:

Maintain a good working understanding of Customer engagements from Account level design activity, project management and delivery, through to Service
Improving continuity and maintenance of service delivery standards across Global Enterprise accounts
Working with the Client Service Delivery Managers to scale resource locally and globally in line with demand
Work with the Management and Product teams to develop Managed On-site and Off-site Service offerings
Having awareness of service issues across a range of our client's service offerings
Using and promoting online toolsets, in the delivery of service outputs (i.e. asset management, reporting, estate analysis etc.)
Oversee monthly and other regular Service Review meetings between customer and client
Support Sales and Business Development in the development of proposals and bids for new and existing customers
Assist and take responsibility for building and maintaining client relationships
Full responsibility for contract development, negotiation and compliance across portfolio
Development, administration and reporting of effective processes, SLAs and KPIs to manage each site
Ensure Management Information is collated and reported
Create and maintain all appropriate service documentation to support the On-site and Off-site services

Team Management:

Manage on-site technicians to deliver exceptional service levels
Develop, adopt and deliver best practice service levels across all teams
Manage and develop the Managed On-site Services cover team
Manage new sites on-boarding ensuring a smooth service transition
Working with the HR team to manage the TUPE of any existing staff
Lead staff recruitment and selection
Ensure balanced holiday planning across all sites
Work with other Client Services Managers and the Managed On-site Services Administrator to ensure the company has the correct size and profile of resource to support all on-site contracts

Team Development:

Promote and drive team collaboration and maintain team morale across the On-site and Off-site services
Team and individual skills gap analysis, identifying areas required for development
Manage the on-site staff talent pool to identify, produce and manage development and training plans for all on-site staff
Ensure succession planning and where possible all staff are able to develop upwards
Manage continuous performance management regime for all staff

Based in Greater London/Home Counties salary is negotiable doe £65k-£90k plus benefits.

Your skills and experience

Minimum of 5 years management experience Well-honed leadership skills
Experience in creating and delivering client presentations
Highly developed Service focused attitude
Extensive experience in working in a pressured operational environment across multiple sites
A clear history of team development in teams you have managed
Commercially astute with a good understanding of commercial contracts and PL management, and can demonstrate strong reporting skills
Excellent report writing skills
Professional in appearance and attitude
Educated to A level at a minimum , preferably educated to degree level in a relevant discipline
Fully IT literate with strong MS Office skills
Good working knowledge in all AV disciplines
Working knowledge of ITIL ( Foundation level certification)
Delivered Managed Services to large corporate customers

The Organisation

Our client is a leading global visual communications services provider, who help you to rethink and reshape your workplace environments with the latest communications and collaboration technology to drive employee productivity and customer engagement.

The Recruiters

AV Jobs are the No 1 specialist Audio Visual Recruiter in the UK and Europe and work with clients and candidates to ensure a perfect job fit.

Job Type	Permanent Full Time
Location	Greater London
Area	Middlesex, England Surrey, England City of London, England Middlesex England Greater London
Sector	Manager Manager - Service Delivery
Salary	£65000 - £90000 Per Annum Doe, neg plus benefits
Currency	GBP
Start Date	ASAP
Advertiser	AV Jobs
Job Ref	AV30074

AV Global Client Services Manager

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