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. Key Responsibilities

Oversee day‑to‑day service delivery for assigned client accounts, ensuring SLA and KPI compliance. Coordinate with helpdesk, VNOC, onsite engineers, and vendors to enable 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 performance 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 and service documentation & processes.

Qualifications & Experience

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. 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).

proAV is a leading global audio‑visual integrator, providing AV and event services across multiple client partnerships worldwide. We design, integrate and support blended technology solutions that include AV, UC and beyond, with 24/7/365 support to enhance global collaboration and communication. With a state‑of‑the‑art Customer Services Centre and Video Network Operations Centre (VNOC), our dedicated teams manage, monitor and protect our global clients’ business‑critical AV systems 24/7/365. #J-18808-Ljbffr