Director of Client Service Management - London, United Kingdom - KINLY
Description
Kinly's Global Services (GS) organisation supports a select group of Kinly's largest customers to consistently design, deploy, support and manage estate-wide standardised audio-visual, unified communications and collaboration technology solutions.
You will lead a team who are key point of contact for all GS customers - managing client relationships, reporting, continual service improvement, communication, and financial oversight.
ROLE AND RESPONSIBILITIES
- Define GS MOS strategies and execute them in collaboration with the GS management team.
- Drive awareness of our GS MOS offering, ensuring the commercial and operational propositions are understood and delivered by our sales departments.
- Take ownership of the GS MOS P&L.
- Develop and initiate revenue growth strategies for Client Service Management.
- Identify business risks and/or factors negatively affecting business performance and take proactive steps to resolve and improve.
- Provide leadership, inspiration and guidance to the Client Service and MOS teams, ensuring regular 11's with individuals and the team.
- Engage with legal and compliance teams to ensure that GS operates within the statutory requirements of each operational jurisdiction.
- Work closely with and utilise the support of the GS HR Business Partner to define recruitment objectives and implement HR policy.
- Build solid relationships with customers, vendors, and suppliers.
- Work alongside the GS team preparing all documentation required for tenders and RFP's.
- Improve continuity and maintenance of service delivery standards across GS accounts.
- Work with Client Service Delivery Managers to scale resource locally/globally in line with demand.
- Work with management and product teams to develop Kinly's MOS and Offsite Service offerings.
- Have awareness of service issues across a range of our service offerings.
- Oversee monthly and other regular service review meetings with customers.
- Assist and take responsibility for building and maintaining client relationships.
- Take full responsibility for contract development, negotiation and compliance across portfolio.
- Develop, administer, and report effective processes, SLAs and KPIs to manage each site.
- Ensure management Information is collated and reported.
- Create and maintain all appropriate service documentation to support the Onsite and Offsite services.
Team Management
- Manage Client Service Management Teams.
- Develop, adopt, and deliver best practice service levels across all teams.
- Oversee the implementation of new sites onboarding, ensuring a smooth service transition.
- Work with the HR team to manage the TUPE of any existing staff.
- Lead staff recruitment and selection.
- Work with Service Delivery Managers and the MOS Services Administrator to ensure Kinly has the correct size and profile of resource to support all onsite contracts.
Team Development:
- Promote and drive team collaboration, maintain team morale across onsite and offsite services.
- Team and individual skills gap analysis, identifying areas required for development.
- Ensure succession planning and develop upwards approach.
- Manage Kinly's continuous performance management regime for all staff.
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