Senior Manager of Client Services

4 weeks ago

London, Greater London, United Kingdom Kinly Full time

Role: Director of Client Service Management

Contract Type: Full-time

Location: Remote or Hybrid

Kinly's Global Services (GS) organisation provides expert support to a select group of Kinly's largest customers to design, deploy, and manage estate-wide standardised audio-visual, unified communications and collaboration technology solutions.

We are seeking 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.

Responsibilities:

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

Team Management:

  1. Manage Client Service Management Teams.
  2. Develop, adopt, and deliver best practice service levels across all teams.
  3. Oversee the implementation of new sites onboarding, ensuring a smooth service transition.
  4. Work with the HR team to manage the TUPE of any existing staff.
  5. Lead staff recruitment and selection.
  6. Work with Service Delivery Managers and the MOS Services Administrator to ensure Kinly has the correct size and profile of resource to support all onsite contracts.

Team Development:

  1. Promote and drive team collaboration, maintain team morale across onsite and offsite services.
  2. Team and individual skills gap analysis, identifying areas required for development.
  3. Ensure succession planning and develop upwards approach.
  4. Manage Kinly's continuous performance management regime for all staff.

Requirements:

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

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