Role Overview
proAV is a leading global audio visual integrator, providing AV and event services across multiple client partnerships worldwide.
We need an experienced Service Delivery Manager for our Egham team. This role is responsible for ensuring the successful delivery of contracted services to clients, meeting agreed SLAs, maintaining high levels of customer satisfaction, and driving continual improvement.
The role involves close collaboration with internal teams, suppliers, and clients to ensure service excellence, operational efficiency, and commercial success.
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 ensure timely resolution of service issues.
* Monitor ticket queues, escalation paths, and repeat incident trends to maintain proactive management.
* Leverage AI platforms and analyze data to identify trends.
* Produce and review regular service reports.
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 analyze 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.
Continuous Improvement & Innovation
* 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 improve service responsiveness, reduce manual effort, and enhance insight generation.
* Contribute to process documentation, change control, and internal governance frameworks.
Commercial & Administrative
* Support contract renewals, add‑on services, and change requests.
* Familiarise with proAV service terms and conditions.
* Ensure accurate reporting for service consumption, invoicing, and forecasting.
* Review and validate service asset and configuration data.
* Utilise AI‑assisted reporting or dashboard tools to enhance visibility of service metrics and trends.
Team Collaboration
* Work closely with Service, Projects Engineering, and Account Management to ensure smooth transitions and aligned priorities.
* Support training, onboarding, and mentoring of new service team members.
* Encourage team adoption of AI‑powered tools for ticket triage, report automation, and proactive monitoring.
* Champion a customer‑focused, innovation‑led culture across the service organisation.
* Work with Bid / Renewals team in preparation of contract renewals / service documentation & processes.
Hours of Work
40 hours per week, 9 hours a day, 08:30 am – 05:30 pm, including an hour unpaid break, Monday‑Friday.
About Us
proAV designs, integrates and supports blended technology solutions with AV, UC and beyond including end‑to‑end services and 24/7/365 support to enhance global collaboration and empower your world of communication. From reviewing technology to integration to post‑deployment support, you’re in safe hands when you trust your AV and UC to proAV. We are recognised as one of the AV industry’s most powerful international delivery and support operations trusted by a varied client base in more than 80 countries across 6 continents. To date, we have completed 700+ projects outside of the UK that meet the demands and challenges of a globalised marketplace, keeping the lines of communication and collaboration open. From our state‑of‑the‑art Customer Services Centre and Video Network Operations Centre (VNOC) our dedicated teams manage, monitor and protect our global clients’ business‑critical AV systems architecture, products and technologies 24/7/365.
Equality, Diversity & Inclusion
proAV is an equal opportunity employer that is committed to supporting and promoting an inclusive culture for all employees and job applicants. We want everyone to feel comfortable being themselves and create a culture where we understand and respect each other’s differences. proAV does not tolerate discrimination based on age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We make employment decisions based on the needs of our business and the qualifications and/or experience of the individual. proAV offers personal and professional development opportunities, not just through traditional qualifications, but also through Apprenticeship schemes, internal training and mentorship programmes. We support employees and job applicants with their work‑life balance through our family‑friendly policies and practices. We encourage all to apply.
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