proAV Ltd
ole Overview: proAV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally. Our immediate requirement is for an experienced Service Delivery Manager to be a key part of our Egham team, representing proAV, taking full responsibility for ensuring the successful delivery of contracted services to clients, meeting agreed SLAs, maintaining high levels of customer satisfaction, and driving continual service improvement. The role involves close collaboration with internal teams, suppliers, and clients to ensure service excellence, operational efficiency, and commercial success. This is an exciting opportunity for an exceptional, talented Service Delivery Manager to join an established operation to help shape the future of our customer success operations. Experience and seniority of the position will be reflected by the remuneration and benefits package. Key Responsibilities 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 analyse 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. Become familiar with proAV service catalogue. 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. Continuous improvement: Development of Service Catalogue. Collaboration with design teams to formulate end to end solutions. Review and advise on enhanced service deliverables. Support of commercial team in client tenders and interviews. Personnel Skills: Proven experience in Service Delivery. Excellent communication, stakeholder management, and presentation skills. Analytical and data-driven approach to performance and improvement tracking. Awareness of AI technologies in service management, analytics, and automation. Strong organisational and time management skills with attention to detail. Desirable Skills: Understanding of ITIL processes and service management frameworks. Experience managing enterprise clients or global service contracts. Familiarity with tools such as ServiceNow, Dynamics, or similar ticketing/CRM systems. Understanding of AV technologies (Crestron, Cisco, Logitech, Zoom, Microsoft Teams Rooms, etc.). Exposure to AI-enabled platforms (e.g., predictive maintenance tools, intelligent chatbots, analytics dashboards). 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 decision 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.
ole Overview: proAV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally. Our immediate requirement is for an experienced Service Delivery Manager to be a key part of our Egham team, representing proAV, taking full responsibility for ensuring the successful delivery of contracted services to clients, meeting agreed SLAs, maintaining high levels of customer satisfaction, and driving continual service improvement. The role involves close collaboration with internal teams, suppliers, and clients to ensure service excellence, operational efficiency, and commercial success. This is an exciting opportunity for an exceptional, talented Service Delivery Manager to join an established operation to help shape the future of our customer success operations. Experience and seniority of the position will be reflected by the remuneration and benefits package. Key Responsibilities 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 analyse 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. Become familiar with proAV service catalogue. 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. Continuous improvement: Development of Service Catalogue. Collaboration with design teams to formulate end to end solutions. Review and advise on enhanced service deliverables. Support of commercial team in client tenders and interviews. Personnel Skills: Proven experience in Service Delivery. Excellent communication, stakeholder management, and presentation skills. Analytical and data-driven approach to performance and improvement tracking. Awareness of AI technologies in service management, analytics, and automation. Strong organisational and time management skills with attention to detail. Desirable Skills: Understanding of ITIL processes and service management frameworks. Experience managing enterprise clients or global service contracts. Familiarity with tools such as ServiceNow, Dynamics, or similar ticketing/CRM systems. Understanding of AV technologies (Crestron, Cisco, Logitech, Zoom, Microsoft Teams Rooms, etc.). Exposure to AI-enabled platforms (e.g., predictive maintenance tools, intelligent chatbots, analytics dashboards). 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 decision 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.
proAV Ltd
Manchester, Lancashire
Role Overview: proAV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally. Our immediate requirement is for an experienced Onsite Technician to be a key part of our Manchester team, representing proAV and working onsite. One of many openings available at proAV (who have over 500 team members globally), this position is based within our end user's organisation who continue to invest in state-of-the-art technologies, services, and training. This is an exciting opportunity for an exceptional, experienced Onsite Technician to join an established operation with scope to drive and enhance the service at every opportunity. Experience and seniority of the position will be reflected by the remuneration and benefits package. Key Responsibilities To be a point of escalation through to proAV Account Manager. To ensure all associated activities that comprise the AV service are delivered seamlessly and with maximum efficiency including ad-hoc requests. Assisting users with VC meetings and requests, being point of call for all VC related assistance/queries. Escalate faults to centralised break-fix function as required and track. Carry out daily RFB (Ready for Business) checks of all AV systems and associated areas. Practical knowledge of project deployment. Management and production of reports, for example, call logs, open tickets, critical spares, repairs and recommendations. Updating/reviewing AV request log. Liaise with client IT & FM teams to agree daily tasks and activities. proAV Onsite Technician shall aim to resolve faults in real time, however if equipment needs to be removed from site for a manufacturer repair the tech will adopt a work around or implement loan equipment where available. Administration duties to assist with the contract operation including managing of mailboxes & support calendar. Managing email requests providing first line telephone support and responding to telephone/voicemail. Events Coordination with other departments for event management and VIP events. Coordination and consultancy around up and coming events with business users and attend pre-event meetings. Assisting with all technical requirements for event management. Coordination of additional resources and equipment to accommodate events. Technical Provide technical support to VC/AV users. Locate faults and provide first fix resolutions. To ensure any changes are implemented seamlessly as per the agreed requirement and with minimal impact on the business. Coordination of subcontracted works. To assist with implementation of critical spares. Manage consumables/stock holding of onsite spares. To undertake manufacturer training courses as appropriate to ensure knowledge base is maintained. Supervise meetings as required. Assist with setting up of events, presentations and conferences. Service and Process Development To ensure all break-fix activities are carried out under the contracted terms and within the agreed SLA's. Administration necessary to support engineering role. Pro-actively train and support end users and prepare relevant documentation. 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 decision 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.
Role Overview: proAV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally. Our immediate requirement is for an experienced Onsite Technician to be a key part of our Manchester team, representing proAV and working onsite. One of many openings available at proAV (who have over 500 team members globally), this position is based within our end user's organisation who continue to invest in state-of-the-art technologies, services, and training. This is an exciting opportunity for an exceptional, experienced Onsite Technician to join an established operation with scope to drive and enhance the service at every opportunity. Experience and seniority of the position will be reflected by the remuneration and benefits package. Key Responsibilities To be a point of escalation through to proAV Account Manager. To ensure all associated activities that comprise the AV service are delivered seamlessly and with maximum efficiency including ad-hoc requests. Assisting users with VC meetings and requests, being point of call for all VC related assistance/queries. Escalate faults to centralised break-fix function as required and track. Carry out daily RFB (Ready for Business) checks of all AV systems and associated areas. Practical knowledge of project deployment. Management and production of reports, for example, call logs, open tickets, critical spares, repairs and recommendations. Updating/reviewing AV request log. Liaise with client IT & FM teams to agree daily tasks and activities. proAV Onsite Technician shall aim to resolve faults in real time, however if equipment needs to be removed from site for a manufacturer repair the tech will adopt a work around or implement loan equipment where available. Administration duties to assist with the contract operation including managing of mailboxes & support calendar. Managing email requests providing first line telephone support and responding to telephone/voicemail. Events Coordination with other departments for event management and VIP events. Coordination and consultancy around up and coming events with business users and attend pre-event meetings. Assisting with all technical requirements for event management. Coordination of additional resources and equipment to accommodate events. Technical Provide technical support to VC/AV users. Locate faults and provide first fix resolutions. To ensure any changes are implemented seamlessly as per the agreed requirement and with minimal impact on the business. Coordination of subcontracted works. To assist with implementation of critical spares. Manage consumables/stock holding of onsite spares. To undertake manufacturer training courses as appropriate to ensure knowledge base is maintained. Supervise meetings as required. Assist with setting up of events, presentations and conferences. Service and Process Development To ensure all break-fix activities are carried out under the contracted terms and within the agreed SLA's. Administration necessary to support engineering role. Pro-actively train and support end users and prepare relevant documentation. 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 decision 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.
