Global AV Service Delivery Manager
1 day ago
Kinly's Global Services is seeking a seasoned professional to lead its AV service delivery operations in the APAC region. As a Regional Support Services Manager, you will be responsible for overseeing the proactive and reactive AV support teams, ensuring the highest quality of service for clients.
The ideal candidate will have extensive experience in the audio-visual industry, with a strong understanding of AV/UC technologies, video conferencing, and unified communications. They will drive operational excellence, manage escalations, and support continuous service improvements to meet client needs.
Key responsibilities include:
- Oversee and optimize AV service delivery, ensuring smooth operation of helpdesk and field service teams.
- Implement metrics and dashboards to track service activity, SLA adherence, and performance KPIs.
- Conduct trend analysis to drive continuous service improvement.
- Ensure collaboration between AV service teams, including Coordination, SME Technical Teams, and Field Engineers.
- Manage client escalations, ensuring timely resolution of AV/UC-related service issues.
- Maintain AV-specific service documentation for coordination teams.
- Provide monthly and quarterly service reports (MI packs) to clients, demonstrating performance and improvements.
The successful candidate will possess people management and leadership skills, hands-on experience with AV/UC technologies, and proficiency in MS Office and service management tools. They will also have experience delivering AV support services to large corporate customers.
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