Audio Visual Services Director
2 days ago
Job Overview
Kinly's Global Services is seeking a highly skilled Audio Visual Services Director to oversee the proactive and reactive AV support teams in the APAC region. 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.
The role requires hands-on experience with AV/UC technologies, video conferencing, and ITIL-based service frameworks. The successful candidate will be responsible for driving operational excellence, managing escalations, and supporting continuous service improvements to meet the needs of corporate and public sector clients.
Key Responsibilities
- 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.
- Support the Global Support Services Manager and Director in implementing strategic AV service initiatives.
Team Management and Development
- Lead, mentor, and develop a high-performing AV service team.
- Implement training programs to ensure technical proficiency in AV/UC disciplines.
- Define clear roles and responsibilities across service teams.
- Promote a culture of engagement, collaboration, and continuous learning.
- Drive efficient resource utilization and maintain service consistency across all regions.
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