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Client Services Manager

2 months ago

Houston, Texas, United States AVI-SPL Full time

ABOUT AVI-SPL

AVI-SPL is a premier provider of digital enablement solutions, dedicated to transforming the interaction between people and technology. Our mission is to enhance experiences, generate new value, and empower organizations to flourish and expand. As the leading provider of collaboration technology solutions, we pride ourselves on our award-winning managed services.

ROLE OVERVIEW

The Service Delivery Manager plays a crucial role in supervising onsite delivery teams, ensuring that services are executed in line with established expectations and Service Level Agreements (SLAs).

KEY RESPONSIBILITIES:

  • Collaborate closely with the Director of Customer Success, taking direction and providing support.
  • Oversee both virtual and onsite resources engaged in break/fix and event services.
  • Foster collaboration with AVI-SPL's Global Operations leadership to ensure alignment and cooperation.
  • Work alongside the Senior UCC Engineering Leader and the Engineering leadership team to enhance teamwork.
  • Encourage team collaboration and maintain high morale among team members.
  • Develop and implement best practice ITIL-based operational processes in conjunction with the Global Operations leadership team.
  • Contribute to the enhancement of ITIL-based processes utilized on the account.
  • Support the establishment of a 'follow-the-sun' operational model for Incident and Request management.
  • Drive the identification and implementation of Continuous Service Improvement (CSI) initiatives.
  • Assist in promoting formal project management methodologies on the account.
  • Ensure a professional environment where service delivery teams adhere to AVI-SPL and customer standards.
  • Engage with customer staff to enhance service adoption and maximize value.
  • Support AVI-SPL's sales initiatives through a comprehensive understanding of customer needs.
  • Manage the process for tracking contractually obligated Resource Units accurately.
  • Utilize data from various sources to drive operational improvements.
  • Facilitate internal and external operations meetings with effective agendas and collaborative analysis.
  • Enhance service delivery documentation, including Standard Operating Procedures (SOP) and Staff Handbooks.
  • Assist in conducting Root Cause Analysis and implementing corrective actions.
  • Provide backup support to the Director of Customer Success as necessary.
  • Collaborate with regional operational leadership to standardize operating models.
  • Perform additional duties as assigned.

QUALIFICATIONS:

Essential Skills:

  • Proven ability to guide a team towards strategic objectives while managing timelines effectively.
  • Experience in leveraging company systems to deliver business solutions.
  • Demonstrated success in leading operational initiatives with a focus on results.
  • Strong leadership and management capabilities in a collaborative environment.
  • Exceptional strategic thinking and problem-solving skills.
  • Ability to navigate conflicts and maintain constructive relationships at all organizational levels.
  • Proficient in managing projects to successful completion.
  • Strong organizational skills with meticulous attention to detail.
  • Excellent written and verbal communication skills.
  • Demonstrated customer service orientation and effective client communication.
  • Ability to handle sensitive information with discretion.
  • Proficient in Microsoft Office Suite and project management tools.
  • Fluency in both English and Spanish is required.

Preferred Qualifications:

  • Bachelor's degree in a relevant field is preferred.
  • Experience in Sales or Business Development is advantageous.
  • 5-7 years of management experience in a related field is preferred.
  • Familiarity with the AV industry is a plus.
  • Experience in a complex matrix business environment is desirable.

BENEFITS OF WORKING WITH US:

  • Comprehensive medical benefits, including vision and dental coverage.
  • Paid holidays, sick leave, and personal days.
  • A dynamic and enjoyable company culture.
  • Opportunities for training and professional development.

AVI-SPL is an Equal Opportunity Employer.

We are committed to fostering an inclusive workplace where all qualified applicants are considered for employment without regard to race, color, religion, sex, national origin, age, disability status, or any other protected status.