Client Services Manager

Avm Impact Ltd ,
London, Greater London
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Overview

About The Role 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 AVMI 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 AVMI’s continuous performance management regime for all staff. Administration: Work with the management team to develop AVMI’s Managed On-site and Off-site Service offerings Oversee monthly and other regular Service Review meetings between customer and AVMI 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 Skills Profile 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 As a result of continued growth and a commitment to world class customer service, AVMI is seeking to recruit a new, exceptional Client Services Manager. AVMI 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 AVMI teams (approximately 40-60 staff via on-site Team Leader/AV Manager) and the customer relationships, ensuring the profitable delivery of AVMI’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 AVMI’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 AVMI 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 AVMI A VMI provides services to leading organisations in financial services, legal, professional services, retail, defence, government, health and education sectors. AVMI has focused its business strategy on providing ‘trusted advisor’ life-cycle services to clients with a significant portion of growth coming from international business. AVMI has recently secured a place, for the second year running, in the Sunday Times International Track 200. This international growth has been enabled by AVMI’s award winning Global Enterprise Framework of services, helping its multi-site clients to drive consistency and efficiency into their audio visual and collaboration facilities and services across all locations. Having opened operations outside of the UK in Hong Kong, New York and Dublin, AVMI is planning to secure additional international locations in support of its clients’ businesses. This job was originally posted as www.totaljobs.com/job/88978257

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