- Company Name
- proAV Limited
- Job Title
- Service Delivery Manager
- Job Description
-
**Job Title**
Service Delivery Manager
**Role Summary**
Deliver and enhance contracted AV and UC services for assigned client accounts. Ensure SLA and KPI compliance, drive continuous improvement, manage stakeholder relationships, and maintain high customer satisfaction while supporting commercial and operational objectives.
**Expectations**
- Meet or exceed defined SLAs and KPIs.
- Act as the primary service contact, managing expectations and resolving escalations.
- Continuously improve service processes and adopt AI/automation tools to increase efficiency.
- Deliver accurate reporting for consumption, invoicing, and forecasting.
- Support contract renewals and AT onboarding.
**Key Responsibilities**
1. **Service Operations & Performance**
- Oversee day‑to‑day delivery, coordinating helpdesk, VNOC, onsite engineers, and vendors.
- Monitor ticket queues, escalation paths, and incident trends; implement proactive management.
- Utilize AI platforms to analyse data and identify service improvement opportunities.
- Produce and review regular service reports and KPI dashboards.
2. **Client Relationship Management**
- Serve as the primary liaison for assigned clients across operational and management levels.
- Lead quarterly business reviews and service review meetings; present performance data and improvement plans.
- Manage client expectations during escalations or major incidents.
3. **Continuous Improvement & Innovation**
- Design and drive Service Improvement Plans (SIPs) from recurring issues and feedback.
- Manage lifecycle and asset tracking, including EOL/EOSL and technology refresh planning.
- Integrate lessons learned into operational processes; champion AI/automation to boost responsiveness.
- Contribute to process documentation, change control, and governance frameworks.
4. **Commercial & Administrative Support**
- Support contract renewals, add‑on services, and change requests.
- Validate service asset and configuration data; ensure accurate consumption reporting.
- Use AI‐assisted dashboards for visibility of metrics and trends.
5. **Team Collaboration & Leadership**
- Interface with Service, Projects Engineering, and Account Management for seamless transitions and aligned priorities.
- Mentor new service team members and promote adoption of AI tools.
- Foster a customer‑focused, innovation‑driven culture.
**Required Skills**
- Proven experience in AV/UC service delivery with enterprise or global contracts.
- Strong communication, stakeholder management, and presentation abilities.
- Analytical, data‑driven mindset; comfortable with performance tracking and reporting.
- Familiarity with AI technologies in service management (predictive maintenance, chatbots, analytics dashboards).
- Excellent organization, time‑management, and attention to detail.
- Knowledge of ITIL processes and service management frameworks.
- Experience with ticketing/CRM systems (ServiceNow, Dynamics, etc.).
**Required Education & Certifications**
- Bachelor’s degree in Information Technology, Business Administration, or related field.
- ITIL Foundation certification (or equivalent service‑management credential) required.
- Technical knowledge of AV/UC platforms (Crestron, Cisco, Logitech, Zoom, Microsoft Teams Rooms, etc.) is desirable.