Role Overview
proAV Limited is a leading global audio‑visual integrator, delivering AV and event services across a wide range of client partnerships worldwide. We are seeking an experienced Service Delivery Manager to join our Egham team and take full responsibility for the successful delivery of contracted services. The role requires ensuring agreed SLAs, maintaining high customer satisfaction, and driving continual service improvement through close collaboration with internal teams, suppliers, and clients.
Key Responsibilities
* Oversee day‑to‑day service delivery for assigned client accounts, ensuring SLA and KPI compliance.
* Coordinate with helpdesk, VNOC, onsite engineers, and vendors to resolve service issues promptly.
* Monitor ticket queues, escalation paths, and trending incident data to maintain proactive management.
* Leverage AI platforms and data analysis to identify trends and recommend improvements.
* Produce and review regular service reports.
* 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.
* Identify and drive Service Improvement Plans (SIPs) based on recurring issues, feedback, and performance data.
* Support lifecycle and asset management, including EOL/EOSL tracking and technology refresh planning.
* Collaborate with internal teams to embed lessons learned from projects into service operations.
* Champion the use of AI and automation to enhance service responsiveness, reduce manual effort, and generate actionable insights.
* Support contract renewals, add‑on services, and change requests.
* Ensure accurate reporting for service consumption, invoicing, and forecasting.
* Review and validate service asset and configuration data.
* Work closely with Service, Projects Engineering, and Account Management to align priorities and ensure smooth transitions.
* Support training, onboarding, and mentoring of new service team members.
* Promote a customer‑focused, innovation‑led culture across the service organisation.
People & Skills
* Proven experience in Service Delivery.
* Excellent communication, stakeholder management, and presentation skills.
* Analytical and data‑driven approach to performance and improvement tracking.
* Awareness of AI technologies in service management, analytics, and automation.
* Strong organisational and time‑management skills with attention to detail.
Desirable Skills
* Understanding of ITIL processes and service management frameworks.
* Experience managing enterprise clients or global service contracts.
* Familiarity with tools such as ServiceNow, Dynamics, or similar ticketing/CRM systems.
* Knowledge of AV technologies (Crestron, Cisco, Logitech, Zoom, Microsoft Teams Rooms, etc.).
* Exposure to AI‑enabled platforms such as predictive maintenance tools, intelligent chatbots, and analytics dashboards.
Equality, Diversity & Inclusion
proAV is an equal opportunity employer committed to fostering an inclusive culture. We consider candidates without bias on the basis of age, disability, gender identity, marital status, pregnancy, race, religion, sex, or sexual orientation.
Apply
To apply, please submit your CV and a cover letter detailing your relevant experience. All qualified candidates are encouraged to apply.
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