Full job description

ole Overview:

proAV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally.

Our immediate requirement is for an experienced Service Delivery Manager to be a key part of our Egham team, representing proAV, taking full responsibility for ensuring the successful delivery of contracted services to clients, meeting agreed SLAs, maintaining high levels of customer satisfaction, and driving continual service improvement. The role involves close collaboration with internal teams, suppliers, and clients to ensure service excellence, operational efficiency, and commercial success.

This is an exciting opportunity for an exceptional, talented Service Delivery Manager to join an established operation to help shape the future of our customer success operations.

Experience and seniority of the position will be reflected by the remuneration and benefits package.

Key Responsibilities

Service Operations & Performance:

Oversee day-to-day service delivery for assigned client accounts, ensuring SLA and KPI compliance.
Coordinate with helpdesk, VNOC, onsite engineers, and vendors to ensure timely resolution of service issues.
Monitor ticket queues, escalation paths, and repeat incident trends to maintain proactive management.
Leverage AI platforms and analyse data to identify trends.
Produce and review regular service reports.

Client Relationship Management:

Act as the primary service contact for assigned clients, building strong relationships at operational and management levels.
Lead regular service review meetings and QBRs, presenting performance data and improvement plans.
Manage client expectations and communications during escalations or major incidents.
Ensure the client’s voice is represented internally, driving improvements that align with customer needs.

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Responsibilities