Client Services Manager

2 weeks ago

Houston, Texas, United States AVI-SPL Full time

ABOUT AVI-SPL

AVI-SPL is a leading 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 succeed and expand. As the largest 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 all contracted services are executed in line with established expectations and Service Level Agreements (SLAs).

KEY RESPONSIBILITIES:

  • Collaborate closely with the Director of Customer Success to align on objectives and direction.
  • Oversee both virtual and onsite resources engaged in break/fix and event services.
  • Work in partnership with AVI-SPL's Global Operations leadership to foster cooperation and alignment.
  • Engage with the account's Senior UCC Engineering Leader and AVI-SPL Engineering leadership to ensure seamless collaboration.
  • Encourage team collaboration and maintain high morale among service delivery teams.
  • In conjunction with Global Operations leadership, develop and implement best practice ITIL-based operational processes.
  • 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.
  • Facilitate the use of formal project management methodologies as applicable.
  • Ensure a professional environment where service delivery teams uphold AVI-SPL and customer standards of excellence.
  • Engage with customer staff to promote service adoption and maximize value.
  • Support AVI-SPL's sales efforts through a comprehensive understanding of customer needs.
  • Manage the process for accurately counting contractually obligated Resource Units.
  • Utilize data from various sources to inform operational decisions.
  • Lead scheduled internal and external operations meetings with a focus on effective collaboration.
  • Enhance service delivery documentation, including Standard Operating Procedures (SOP) and Staff Handbooks.
  • Assist in Root Cause Analysis and implement corrective actions across processes, personnel, and tools.
  • Provide backup support to the Director of Customer Success as needed.
  • Collaborate with regional AVI-SPL operational leadership and team members.
  • Perform additional duties as assigned.

QUALIFICATIONS:

Essential Skills:

  • Proven ability to guide a team towards strategic objectives while maintaining efficient timelines.
  • Strong understanding of company systems to deliver business solutions.
  • Experience leading operational initiatives with a focus on results.
  • Demonstrated 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.
  • Experience managing projects to successful completion.
  • Strong organizational skills with meticulous attention to detail.
  • Effective communication skills, both written and verbal, with internal and external stakeholders.
  • Demonstrated customer service orientation and client communication skills.
  • 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 beneficial.
  • 5-7 years of management experience in a related field.
  • Familiarity with the AV industry is advantageous.
  • Experience in a complex matrix business environment is desirable.

BENEFITS:

  • 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 value diversity and are committed to creating an inclusive environment for all employees.

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