Job Description

Job Title: AV Services Manager

Key Responsibilities:

Service Delivery Ownership:

Take full ownership of day-to-day service delivery in meeting rooms and AV-enabled spaces used by clients and partners. Ensure an outstanding meeting room AV experience for all stakeholders. Responsible for service deliverables by large onsite engineering teams.

Client Interaction:

Act as the primary point of contact onsite for the client. Provide consultation and advice to clients on various matters. Offer senior-level technical support at the point of escalation.

Operational Coordination:

Coordinate between teams, including the technical helpdesk, field service, projects teams, and client liaison. Manage onsite BAU team/s, including staff management, rota planning, onboarding, and training of new staff members.

Training and Compliance:

Identify and support training requirements or skills gaps within the BAU team. Ensure the whole team is Health & Safety compliant

Reporting and Documentation:

Provide comprehensive reporting to the Senior Account Manager. Attend monthly service review meetings. Collate and report client-related statistical data. Create and maintain department documents, including SOPs.

Project Coordination:

Coordinate project work as required, including client liaison, on-site coordination, PO generation, and implementation.

Continuous Improvement:

Proactively drive service improvements whenever possible.

Desirable Skills:

Experience in using Zoom with Breakout rooms for high-profile hybrid meetings.

Good technical knowledge of corporate meeting room AV technologies.

In-depth experience in using ticket management systems.

Managerial experience, particularly in managing a large team of onsite engineers across multiple locations.