Service Delivery Manager

4 weeks ago

London, United Kingdom MCG Construction Full time

AV Service Delivery Manager - I am looking for someone who lives and breaths the world AV service.
This position requires a technical AV VC individual who comes from the AV corporate or residential integration or on site market place.
This is not a position based on site this is an office based position.
You will need to be a highly organised individual who understands the ins / outs of the world AV service and maintenance.
The role will see you being an integral part of the team who can take charge of all aspects of the service department / team and work to help deliver a first class service offering:
1) Overall responsibility and ownership for customer service levels, client retention, Service Division performance, Service Level Agreement (SLA) and KPI achievement.
2) Management of the Service Team as well as being hands on, approachable and focused on both internal and external resolution.
3) Ownership of the Service Desk strategy.
This includes planning, process implementation, improvement and updating, KPI setting and measurement
5) Creating and delivering weekly reports, regular performance analysis and client specific ticket reports.
6) Deal with any client complaints and manage escalations, where necessary.
7) Manage the process of fault resolution from taking the initial call, tech support, visit coordination, engineer visits with full knowledge of the issues, correct equipment and historical data from any previous visits through to report and resolution.
8) Management of communications to ensure returns, repairs and orders are documented, placed and goods received/delivered in an appropriate time frame.
AV A/V A-V AUDIOVISUAL AUDIO-VISUAL AUDIO/VISUAL VC VIDECONFERENCE MTRS MTR CRESTRON LUTRON ILIGHT LIGHTING SOUND CEDIA MDU MDUS SMARTHOME AUTOMATION CONTROL AVIXA AUDIO AUDINATE DANTE QSYS Q-SYS DSP BI-AMP SERVICE MAINTENANCE PREVENTATIVE ITIL SUPPORT BUCKINGHAMSHIRE BERKSHIRE BRKS HERTS HERTFORDSHIRE LONDON OXFORDSHIRE BEDS BEDFORDSHIRE
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