Global Client Service Manager

Job title:

Global Client Service Manager

Company:

Kinly

Job description

Role: Global Client Service ManagerLocation: LondonReporting to: Director, Client Service ManagementSalary: £55,000 – £70,000 depending on experienceCLIENT SERVICE MANAGERKinly’s Client Service Managers exist to make it easy for Kinly’s “Enterprise” customers to place and track service requests in line with previously agreed processes and commercial frameworks. The services in question are both Kinly’s “Enterprise Services”, which include “Standards Management”, “Project Preparation and Prelims”, “Project Governance” and “Enterprise Support” as well as the provision of AV hardware and installation services. The Client Service Managers will provide the correct level of management, direction and continuous improvement to realise benefits and success across multiple, often global, contracts.Working with key Customer service owners, other Client Service Managers, Service Operations Managers, Enterprise Service Teams, on-site AV Managers, Team Leaders, the Service Contracts Team, the Client Services Manager’s responsibilities include, but are not limited to:Service Management, Account activity and Administration:Maintain a good working understanding of Customer engagements from Account level design activity, project management and delivery, through to ServiceImproving continuity and maintenance of service delivery standards across Global Enterprise accountsWorking with the Client Service Delivery Managers to scale resource locally and globally in line with demandWork with the Management and Product teams to develop Kinly’s Managed On-site and Off-site Service offeringsHaving awareness of service issues across a range of our service offeringsUsing and promoting Kinly online toolsets, such as Streamline, in the delivery of service outputs (i.e. asset management, reporting, estate analysis etc.)Oversee monthly and other regular Service Review meetings between customer and KinlySupport Sales and Business Development in the development of proposals and bids for new and existing customersAssist and take responsibility for building and maintaining client relationshipsFull responsibility for contract development, negotiation and compliance across portfolioDevelopment, administration and reporting of effective processes, SLAs and KPIs to manage each siteEnsure Management Information is collated and reportedCreate and maintain all appropriate service documentation to support the On-site and Off-site servicesTeam Management:Manage on-site technicians to deliver exceptional service levelsDevelop, adopt and deliver best practice service levels across all teamsManage and develop the Managed On-site Services cover teamManage new sites on-boarding ensuring a smooth service transitionWorking with the HR team to manage the TUPE of any existing staffLead staff recruitment and selectionEnsure balanced holiday planning across all sitesWork with other SDMs and the Managed On-site Services Administrator to ensure Kinly has the correct size and profile of resource to support all on-site contractsTeam Development:Promote and drive team collaboration and maintain team morale across the On-site and Off-site servicesTeam and individual skills gap analysis, identifying areas required for developmentManage the on-site staff talent pool to identify, produce and manage development and training plans for all on-site staffEnsure succession planning and where possible all staff are able to develop upwardsManage Kinly’s continuous performance management regime for all staffSKILLS PROFILEExperience in creating and delivering client presentationsHighly developed Service focused attitudeExtensive experience in working in a pressured operational environment across multiple sitesA clear history of team development in teams they have managedCommercially astute with a good understanding of commercial contracts and P&L management, and can demonstrate strong reporting skillsExcellent report writing skillsEducated to A level at a minimum , preferably educated to degree level in a relevant disciplineFully IT literate with strong MS Office skillsGood working knowledge in all AV disciplinesWorking knowledge of ITIL ( Foundation level certification)Delivered Managed Services to large corporate customersIf you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling.If you do require details of the vacancy or the application process in an alternative format, please either email jobs@kinly.com outlining your requirements; or you can view the vacancy via the which allows you to customise the content so that you can review in a way that works best for you.About KinlyKinly is the globally trusted AV and UCC technology advisor to world-class organisations. Our solutions drive maximum collaboration, engagement and productivity to enable a world where people can work together, from everywhere. Our people are unified by a passion for helping teams achieve their workplace communication and collaboration goals, irrespective of complexity, location or project size. We design, engineer and support audio visual and collaboration technology solutions that add real business value and deliver exceptional user experiences, every time.Why Kinly?We are experienced: When you join our family you’ll be part of a multi-award-winning team made up of the industry’s most innovative professionals.We are proven: The world’s leading global businesses rely on us to deliver secure and reliable meeting experiences. Come with us on our journey.We are independent: We partner with the world’s best AV vendors to deliver our customers unrivalled access to cutting edge technology tailored to their exact needs.We are global: You’ll be working with alongside the world’s leading brands and supporting them on high-profile, international projects.Equal Opportunities:At Kinly, we are unified by a commitment to providing a working environment that is as inclusive, responsible and welcoming as possible for all our teams and prospective employees. We provide equal employment where all applicants are encouraged to apply, regardless of sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other protected characteristics. We want you to bring your true self to work and provide you with a workplace where you can thrive. We welcome your application and look forward to seeing you at Kinly soon.

Expected salary

£55000 – 70000 per year

Location

London

Job date

Sun, 09 Mar 2025 08:06:57 GMT

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