Global Client Service Manager

Role: Global Client Service Manager

Location: London

Reporting to: Director, Client Service Management

Salary: £55,000 - £70,000 depending on experience

CLIENT SERVICE MANAGER

Working with key Customer service owners, other Client Service Managers, Service Operations Managers, Global Services Teams, on-site AV Managers, Team Leaders, the Service Contracts Team, the Client Services Manager’s 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 Services 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 Kinly’s Managed On-site and Off-site Service offerings

• Having awareness of service issues across a range of our 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 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 SDMs 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

SKILLS PROFILE

• Management experience and 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 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

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.