Onsite AV Client Service Manager

Role: Onsite Client Services Manager

Location: Onsite, London

Salary: £65,000 - £70,000

Hours: 40 hours per week (3 days per week onsite, 2 days working from home)

DUTIES AND RESPONSIBILITIES

Working alongside Service Delivery Managers, Service Operations Manager, on-site AV Managers, Team Leaders, and the Service Contracts Team, the Client Services Manager’s responsibilities include, but are not limited to:

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

• Work with Service Delivery Managers and the Managed On-site Services Administrator to ensure Kinly 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 Kinly’s continuous performance management regime for all staff.

Administration

• Work with the management team to develop Kinly’s Managed On-site and Off-site Service offerings

• Oversee monthly and other regular Service Review meetings between customer and Kinly

• 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 balanced holiday planning across all sites

• Manage, monitor and report staff sickness

• Ensure Management Information is collated and reported

• Create and maintain all appropriate service documentation to support the On-site and Off-site services

SKILLS PROFILE

• Minimum of 4 years management experience of a team of senior technicians

• Well-honed leadership skills

• 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 they have managed

• Commercially astute with a good understanding of commercial contracts and P&L 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

Kinly provides a portfolio of on-site Audio Visual Managed On-site and Off-site Services to large corporate organisations both inside and outside of London with services including:

• 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 Kinly and the customer relationships, ensuring the profitable delivery of Kinly’s Managed On-site and Off-site Service contracts.

The Client Services Manager’s prime function is to oversee the on-site delivery team to ensure that the contracted services are delivered in accordance with agreed expectations and Kinly’s 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 Kinly and the Customer

The ideal candidate will have previous experience of supporting and managing an audio visual or other technical On-site service with exposure to Off-site service support. They will be able to demonstrate an understanding of ITIL v3 and preferably be certified to ITIL v3 Foundation level. Prior commercial experience managing a P&L and a fundamental understanding of contract negotiations will be beneficial.

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling.

If you do require details of the vacancy or the application process in an alternative format, please either email jobs@kinly.com outlining your requirements; or you can view the vacancy via the Kinly page on Vercida which allows you to customise the content so that you can review in a way that works best for you.

About Kinly

Kinly is the globally trusted AV and UCC technology advisor to world-class organisations. Our solutions drive maximum collaboration, engagement and productivity to enable a world where people can work together, from everywhere. Our people are unified by a passion for helping teams achieve their workplace communication and collaboration goals, irrespective of complexity, location or project size. We design, engineer and support audio visual and collaboration technology solutions that add real business value and deliver exceptional user experiences, every time.

Why Kinly?

We are experienced: When you join our family you’ll be part of a multi-award-winning team made up of the industry’s most innovative professionals.

We are proven: The world’s leading global businesses rely on us to deliver secure and reliable meeting experiences. Come with us on our journey.

We are independent: We partner with the world’s best AV vendors to deliver our customers unrivalled access to cutting edge technology tailored to their exact needs.

We are global: You’ll be working with alongside the world’s leading brands and supporting them on high-profile, international projects.

Equal Opportunities:

At Kinly, we are unified by a commitment to providing a working environment that is as inclusive, responsible and welcoming as possible for all our teams and prospective employees. We provide equal employment where all applicants are encouraged to apply, regardless of sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other protected characteristics. We want you to bring your true self to work and provide you with a workplace where you can thrive. We welcome your application and look forward to seeing you at Kinly soon.