Director of Client Service Management

at  Kinly

ROLE: Director of Client Service Management
CONTRACT TYPE: Full-time
LOCATION: Sunbury or London
Kinly’s Global Services (GS) organisation supports a select group of Kinly’s largest customers to consistently design, deploy, support and manage estate-wide standardised audio-visual, unified communications and collaboration technology solutions.
Kinly is looking for an experienced leader who is proactive, team-orientated and a motivated Director of Client Service Management, with a history of high performance. The successful candidate will be responsible for a global team of 10 direct reports including Client Service Managers and an ever-growing Managed Onsite (MOS) portfolio of 300 resources. The successful candidate will collaborate cross-functionally with key stakeholders including project management, technical, support services and service delivery.
You will lead a team who are key point of contact for all GS customers – managing client relationships, reporting, continual service improvement, communication, and financial oversight.

SKILLS PROFILE

• Minimum of 8-10 years management experience and well-honed leadership skills.
• Experience in creating and delivering client presentations.
• Experience of managing/working with a wide variety of stakeholders.
• An ability to influence and gain credibility quickly across a diverse business.
• Highly developed service-focused attitude & excellent customer service skills.
• Extensive experience in working in a pressured operational environment.
• Commercially astute with a good understanding of AV service contracts or comparable IT commercial experience.
• Highly organised and excellent scheduling and time management capabilities.
• Professional in appearance and attitude.
• Educated to at least A level with a relevant technical qualification desirable.
• Fully IT literate with strong MS Office skills.
• Good working knowledge in all AV disciplines.

• Define GS MOS strategies and execute them in collaboration with the GS management team.
• Drive awareness of our GS MOS offering, ensuring the commercial and operational propositions are understood and delivered by our sales departments.
• Take ownership of the GS MOS P&L.
• Develop and initiate revenue growth strategies for Client Service Management.
• Identify business risks and/or factors negatively affecting business performance and take proactive steps to resolve and improve.
• Provide leadership, inspiration and guidance to the Client Service and MOS teams, ensuring regular 1-1’s with individuals and the team.
• Engage with legal and compliance teams to ensure that GS operates within the statutory requirements of each operational jurisdiction.
• Work closely with and utilise the support of the GS HR Business Partner to define recruitment objectives and implement HR policy.
• Build solid relationships with customers, vendors, and suppliers.
• Work alongside the GS team preparing all documentation required for tenders and RFP’s.
• Improve continuity and maintenance of service delivery standards across GS accounts.
• Work with Client Service Delivery Managers to scale resource locally/globally in line with demand.
• Work with management and product teams to develop Kinly’s MOS and Offsite Service offerings.
• Have awareness of service issues across a range of our service offerings.
• Oversee monthly and other regular service review meetings with customers.
• Assist and take responsibility for building and maintaining client relationships.
• Take full responsibility for contract development, negotiation and compliance across portfolio.
• Develop, administer, and report effective processes, SLAs and KPIs to manage each site.
• Ensure management Information is collated and reported.
• Create and maintain all appropriate service documentation to support the Onsite and Offsite services.