Job Description

Description:
Job Summary

• The Service Delivery Manager is primarily responsible for overseeing the onsite delivery teams to ensure that contracted services are delivered in accordance with agreed expectations and SLAs.

Essential Duties and Responsibilities

• Building and maintaining excellent customer relationships
• Successful on-boarding of new accounts ensuring a smooth service transition
• Develop adopt and deliver best practice service levels across all teams
• Identify agree and own a progressive Continuous Service Improvement (CSI) program with customer accounts and drive change
• Work with stakeholders and colleagues to effectively manage incidents and help develop effective IM processes aiding improved service delivery
• Maintain an organized and professional environment where the onsite teams are managed to meet and exceed client standards of excellent and professionalism
• Understand and identify KPIs for successful engagement of company business at customer sites
• Direct management of Onsite AV Managers/Technicians and support all onsite staff
• Promote and drive team collaboration and maintain team moral
• Ensure every team member completes a Skills Gap Analysis and has a Personal Training & Development Plan which is reviewed regularly
• Implement continuous performance management and appraisals for direct reports and ensure process is completed for all onsite staff
• Conduct regular 1-2-1 meetings with all direct reports
• Lead staff recruitment by writing job descriptions reviewing CV’s shortlisting candidates arranging/attending interviews and liaising with customer for final selection
• Develop business profile by enhancing informing and changing the customer perspective of AV strengths products and service ranges
• Devise and deliver promotional activities and assist Sales Account Manager wherever possible
• Commercial awareness of competition and promote innovation to customer
• Lead commercial onsite services and products drive introducing AVI-SPL services and products across the organization when required
• Writing onsite services proposals SOW documentation and negotiating contract renewals.
• Collection of customer statistical data including SLA performance management information team performance and other business metrics for monthly customer reporting.
• Chairing monthly/quarterly Service Review Meetings with customer including preparation and distribution of meeting minutes
• Drive the creation and enhancement of all onsite documentation (including Standard Operating Procedures (SOP) and Onsite Staff Handbooks) ensure documentation processes and procedures are maintained in accordance with customer and AVI-SPL requirements

Other duties assigned as needed

Skills and Abilities