Our client, is looking for an AV Service Delivery manager in the London area. The successful Service Delivery Manager, will work closely with the Project Delivery Teams, Account Managers and the Service Delivery Team, the Service Delivery Manager has a remit for the following:
Service Team Management:
*** Manage and develop the AV Service Delivery Team, including onsite managed service personnel and field engineers, including responsibility for service desk, application support, career development and staff appraisals
*** Develop, adopt and deliver best practice service levels across the department
*** Definition of service level agreements (SLA's) in relation to contracted services, ensuring the SLA's are achieved; service quality and client expectations are met or exceeded
*** Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed
*** Lead service staff recruitment and selection
*** Develop, adopt and manage processes and procedures to ensure a smooth transition from Vega projects into support and on-boarding new clients
*** Monitor and manage staff sickness and ensure effective holiday planning across the department
Service Team Development:
*** Develop and promote collaboration between the Service and other departments, provide motivation and maintain morale across the team
*** Identify any skills and knowledge gaps, develop training plans and Implement workshops and training courses where required to fill those gaps
*** Responsible for managing the quality of deliverable's for service, ensuring that standards are applied
*** To manage the performance of services to external clients, as defined in the relevant contract or services agreement and ensure that agreed Service Levels are achieved.
Experience, qualifications and skills required
*** Excellent knowledge of AV systems, software, technologies, to support business needs
*** Strong communication skills - Able to communicate effectively on technical and business issues (Internal & External)
*** Strong people management skills
*** Innovative thinker - able to turn customer problems into workable solutions
*** Excellent time management skills
*** Flexible but methodical and thorough approach - process oriented
*** Solid leadership skills are essential, able to communicate ideas to technical staff, business users and Management with equal clarity.
*** Proficiency in Microsoft Office
*** Planning, coordination and organisation
*** Attention to detail, analytical and problem-solving capabilities
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