Service Delivery Lead

1 month ago

Milton, Australia Pro AV Solutions Full time

Interested in technology?
Love dealing with customers?
We have the role for you

Seeking a highly motivated individual, with an eye for detail, well organised and thorough, to join our client services team. Suited to someone with technical experience and able to manage a portfolio of clients and contracts.

Our Service Delivery Lead's (SDL) role focuses on keeping Pro AV Solutions contracted customers delighted with the company's service and support. This is achieved by fostering client relationships, understanding their unique tech environments, identifying reliability issues, tracking and reporting on service metrics and contracted KPI’s, and ensuring our contracted customers are in safe hands.

**About you...**
The SDL is the key account contact for the day-to-day management of our support-contracted customers. They work with the client to ensure we provide a consistently high level of service delivery across all areas of support and service interaction. Their headline goal is to help create and retain Pro AV Solutions ‘customers for life’.

The primary responsibilities include:

- Manage a mixture of large client environments where we have concierge resources on-site, through to smaller contracted clients. In all cases, the SDL needs to ensure we are delivering authentic and demonstrable value to optimise the customer experience and aid us in securing contract renewals.
- Manage the client relationship from a service-quality and operations perspective and ensure Pro AV Solutions delivers and exceeds the service level agreements.
- Act as the client advocate on operational and service management matters.
- Lead customer interaction on service-related issues and orchestrate actions within the service team or broader Pro AV Solutions business to ensure timely resolutions.
- Maintain constant customer communication, verbal and written around customer escalations and /or unresolved service matters.
- Have a clear understanding of the critical success factors for each client.
- Industry qualifications and completed industry training would be of benefit.

**About the role...**
Experience in customer relationship management
- Computer Literacy: You must have good knowledge of computer hardware and software, operating systems, and system security/database management skills.
- Understanding of AV/IT systems desirable
- ITIL knowledge would be of benefit
- Excellent written communication skills
- Excellent verbal skills, able to present to peers, clients and the business
- Excellent time management and prioritisation skills
- Presentations and business documentation creation will be required
- Develop professional relationships with major accounts and contacts and build trust

**Why work with us?**
We are the leading audio-visual solutions integrator, delivering large and prestigious projects Australia wide and internationally.

**Our offer to you**
A generous salary package can be negotiated for the successful applicant/s based on qualifications and experience.

Our commitment to our team is evident in the energy we feed back into our team, offering an extensive People and Culture program including;
- Quarterly social events
- End of month lunches
- Experience excellence monthly awards
- Employee assistance program
- Extensive internal and external training

We believe our team is our most important asset and are always interested in meeting with passionate and eager people. If you’re interested in this role, then throw your hat in the ring. Send us your resume and we'll be in touch

**Salary**: $75,000.00 - $95,000.00 per year

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Milton, QLD: Reliably commute or planning to relocate before starting work (required)

Work Authorisation:

- Australia (required)

Work Location: In person

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