Location
India
Department
Client Experience
Vacancy Type
Permanent
About The Role

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
About The Candidate
  • Minimum of 2 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

IDEAL CANDIDATE

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 teams (approximately 40-60 staff via on-site Team Leader/AV Manager) 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 focussed 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.

About Kinly:

At Kinly we believe working together is the most exciting thing in the world. In the modern workplace, we enable people to share, discuss, and truly work together with videoconferencing, AV- and Smart technologies. For us, it doesn’t stop with technology, we will be there, every step of the way to help People work smarter, in different places and spaces.

Our ambition is to be the Thought Leader and Market Leader in our targeted verticals and markets. We are already No. 1 in our European, UK, Dutch and Norwegian regions, and now a Global Top 3 company in our industry. From 20 offices around the world our 1,200 employees serve more than 2500 Clients ranging from innovative startups to Fortune 500 companies and Governments, in over 125 countries.

Kinly believes the key to success lies in the skill and passion of our people; Our values, being Passionate Innovators, Reliable Professionals and “In it Together” are all about how we build a culture to make our Brand Promise come true:

Working together.

Everywhere.

 

Equal Opportunities:

Kinly is committed to providing equal opportunities in employment, all qualified applicants will receive consideration for employment without regard to sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other ‘protected characteristics. We welcome your application.