Proactive AV Solutions Director

5 days ago


Hong Kong, Central and Western District, Hong Kong SAR China Kinly's Global Services Full time

The Ideal Candidate:

We are looking for a highly motivated and experienced Regional Support Services Manager who can lead our AV service team in the APAC region. The ideal candidate will have a strong background in AV/UC service management and people management, with excellent analytical and communication skills.

Key Responsibilities:

  1. Oversee and optimize AV service delivery to ensure seamless execution of helpdesk and field service operations.
  2. Develop and implement metrics and dashboards to monitor service activity, SLA adherence, and performance KPIs.
  3. Drive continuous service improvement by conducting trend analysis and implementing process enhancements.
  4. Build and maintain effective relationships with AV service teams, including Coordination, SME Technical Teams, and Field Engineers.
  5. Manage client escalations and ensure timely resolution of AV/UC-related service issues.
  6. Develop and maintain AV-specific service documentation for coordination teams.
  7. Provide regular service reports (MI packs) to clients, showcasing performance and improvements.
  8. Support strategic AV service initiatives as part of the global support services team.


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