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AV Global Client Services Manager

The Opportunity

As a result of continued growth and a commitment to world class customer service, our client is seeking to recruit a new, exceptional Global Client Services Manager.

Our client provides a portfolio of Audio Visual Managed On-site and Off-site Services to large corporate organisations globally including their Global Enterprise Framework that covers:

Programme and Standards Management
Project Preparation application of standards to specific projects
Project Delivery - Deliver all projects (globally) in a consistent and efficient manner
Enterprise Service - Leverages a customer-specific team, standards expertise and network access to resolve faults speedily and cost effectively globally

More traditional service offerings include:

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 teams (ranging from 1-60 staff via on-site Team Leader/AV Manager) and the Customer relationships, ensuring the profitable delivery of Managed On-site and Off-site Service contracts.

Your prime function is to oversee the service offering, from both the on-site delivery team through to off-site service output, to ensure that the contracted services are delivered in accordance with agreed expectations and 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 our client and their Customer

The role of Client Service Managers exist to make it easy for our client`s Enterprise customers to place and track service requests in line with previously agreed processes and commercial frameworks. The services include Enterprise Services which include Project Governance and Enterprise Support as well as the provision of AV hardware and installation services. The Client Service Managers will provide the correct level of management, direction and continuous improvement to realise benefits and success across multiple, often global, contracts.

Working with key Customer service owners, other Client Service Managers, Service Operations Managers, Enterprise Service Teams, on-site AV Managers, Team Leaders, the Service Contracts Team, the Client Services Managers 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 Ser

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