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The Manager for Client Delivery in Audio & Visual Conferencing Managed Services is a pivotal role responsible for the end-to-end delivery and performance of AV services. The ideal candidate will have over 8 years of experience in AV and collaboration technologies, with a strong focus on client relationship management and operational excellence. A bachelor's degree in Information Technology, AV/Media Engineering, or Business Management is required. Certifications such as ITIL Foundation and AVIXA CTS are desirable. This role offers an opportunity to lead a dynamic team and drive continuous improvement in service delivery.
Job Responsibility:
Own and manage client delivery for AV services, ensuring SLA, KPI, and contract commitments are met
Act as the primary escalation and relationship manager for AV service delivery issues
Coordinate delivery across engineering, operations, security, and governance teams
Lead service review meetings, operational governance forums, and executive updates
Oversee incident, problem, and change management processes for client environments
Manage service onboarding, transitions, and operational readiness for this contract
Drive continual service improvement, automation, and optimisation initiatives
Ensure alignment between client requirements and Audio and Visual Conferencing roadmap changes
Manage risks, dependencies, and service improvement backlogs
Ensure service delivery aligns with security, compliance, and regulatory obligations
Support commercial activities including renewals, service expansions, and cost optimisation
Maintain accurate service documentation, reporting, and delivery artefacts
Collaborate with account management and sales on growth opportunities
Requirements:
8+ years’ experience in AV, collaboration, or workplace technology services
3–5 years in a managed services leadership or service management role
Proven experience delivering AV services in enterprise or global environments
Experience managing distributed teams and third-party vendors
Strong background in SLA-driven service delivery and customer support
Experience operating in ITIL-based service management environments
Bachelor’s degree or equivalent experience in Information Technology, AV / Media Engineering, Business or Service Management
German speaker
Nice to have:
Certifications: ITIL Foundation or ITIL Managing Professional
AVIXA CTS or CTS-D / CTS-I
Microsoft 365 or Teams Rooms related certifications
Prince2, PMP, or equivalent service/project management certification