0161 641 1303
0203 617 3999

Job Profile

salary £40,000 - 48,000
Service Delivery Manager Surrey | Audio Visual

Service Delivery Manager



My client is currently in need of a Service Delivery Manager who is used to looking after more than one client and could work to grow the department (as a manager not as sales).

Job Tasks & Responsibilities:

Working closely with the Project Delivery Teams, Account Managers and the Service Delivery Team, the Service Delivery Manager has a remit for the following:

Service Team Management:

  • Manage and develop the AV Service Delivery Team, including onsite managed service personnel and field engineers, including responsibility for service desk, application support, career development and staff appraisals
  • Develop, adopt and deliver best practice service levels across the department
  • Definition of service level agreements (SLA’s) in relation to contracted services, ensuring the SLA’s are achieved; service quality and client expectations are met or exceeded
  • Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed
  • Lead service staff recruitment and selection
  • Develop, adopt and manage processes and procedures to ensure a smooth transition from the client’s projects into support and on-boarding new clients
  • Monitor and manage staff sickness and ensure effective holiday planning across the department

Service Team Development:

  • Develop and promote collaboration between the Service and other departments, provide motivation and maintain morale across the team
  • Identify any skills and knowledge gaps, develop training plans and implement workshops and training courses where required to fill those gaps
  • Responsible for managing the quality of deliverables for service, ensuring that standards are applied
  • To manage the performance of services to external clients, as defined in the relevant contract or services agreement and ensure that agreed service levels are achieved.

Administration & Reporting:

  • Build and maintain client relationships both internally and externally
  • Support the sales team in the development of proposals and bids for new and existing customers
  • Attend regular or ad hoc client service review meetings covering performance, service improvements, quality and processes
  • Ensure the delivered services are fit for purpose, carrying out relevant reviews as necessary
  • Develop and Manage internal planning and reporting sessions for any aspect of Service Delivery including incident review, problem resolution and capacity
  • Create and present monthly service reports to Management
  • Responsibility for reporting to the sales team on contract renewals and assisting with the negotiation and compliance of service contracts

Performance Indicators and Targets:

  • High customer satisfaction ratings (internal and external)
  • All incidents dealt with within agreed SLA and to the required standard
  • Skills within the service delivery team remain sufficient to meet internal and external business demands, identifying and filling any knowledge gaps
  • Annual objectives set during appraisal meetings are met

Additional Job Tasks & Responsibilities:

  • In conjunction with management, develop a strategy for expanding the service delivery department and the on-site/off-site service offerings, to support a growing client base
  • Review the existing support ticketing system and conduct a feature/cost/suitability analysis with other platforms on the market, produce and present to management a report along with recommendations for change
  • Conduct a comprehensive review of all processes, procedures, communication channels and documentation used by the service delivery department, and report to management with recommendations for change

Experience, qualifications and skills required

  • Excellent knowledge of AV systems, software, technologies, to support business needs
  • Strong communication skills – Able to communicate effectively on technical and business issues (internal & external)
  • Strong people management skills
  • Innovative thinker -able to turn customer problems into workable solutions
  • Excellent time management skills
  • Flexible but methodical and thorough approach -process oriented
  • Solid leadership skills are essential, able to communicate ideas to technical staff, business users and Management with equal clarity.
  • Proficiency in Microsoft Office
  • Planning, coordination and organisation
  • Attention to detail, analytical and problem-solving capabilities
  • Strong team working skills
  • Ability to adapt to a changing environment
  • Proactive and able to multitask


£40,000 – £48,000


Apply now or contact Adam for more information on 0161 641 1312.

Visit our jobs page for a full list of available positions.

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0161 641 1303
0203 617 3999

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