AV Operations Manager London, England
Job description
The Operations Manager’s primary function is to lead the AV Department and provide a best-in-class AV Service across the London site, as well as supporting the overall AV strategic program deliverables. The position also involves a high degree of exposure, working with senior management teams to deliver real time AV production services. The AV Operations Manager will act as the main point of contact between Kinly & the client and the highest point of escalation for the Onsite AV Team. The AV Operations Manager has full responsibility for the AV Operation onsite.
DUTIES AND RESPONSIBILITIES
All services should be delivered punctually at scheduled times and in accordance with agreed SLA’s. The Operations Manager is expected to manage and be responsible for the delivery of all VC and AV business as usual services, including service desk, project management and technical support.
The Operations Manager’s responsibilities include, but are not limited to:
MANAGEMENT
- Client Management – Building and maintaining client relationships.
- Team Management – Management of directly employed and locum staff in the efficient delivery of high-level services.
- Role Management – Develop, adopt and deliver departmental best practices.
- Fault Management – Management of this alongside the Team Leader to ensure incidents and problems are processed correctly and that maintenance schedules are adhered to.
- Continuous Service Improvement (CSI) – Working with the Service Delivery Manager to identify, agree and own a progressive CSI program
TRAINING AND DEVELOPMENT
- Team Building – Promote and deliver team collaboration whilst maintaining team morale.
- Skills Gap Analysis – Identify areas required for training and development for team and self.
- Training – Responsible for identifying training and development plans.
- Progression – Identify and nurture development of key team members.
- Appraisals – Execute annual performance appraisals for on-site team.
ADMINISTRATION
- Scheduling – Manage all regular schedules including daily, weekly working schedules, holiday and sickness requests and cover for all absences.
- Reporting – Collection, entry and reporting of client related statistical data including overtime recording, time entry and billing charges.
- Documentation – Create and maintain all departmental documentation including induction, SOP, and training materials.
OTHER
- Innovation – Be instrumental in providing solutions to current issues or show proactivity in identifying future issues.
- Recruitment – Recruitment and on-boarding of new staff
- Conducting onsite inductions of any new staff, permanent or temporary
- Maintaining a good working relationship with the onsite AV Team, the Client, and any other teams or 3rd parties they come into contact with whilst performing their duties
- Host and attend regular meetings with Kinly’s Operational Teams and the client’s FOH Teams to discuss service levels and operational issues, along with sharing ideas of how the service can improve and be driven forwards.
- Must be able to remain calm and focussed when under pressure and be able to deliver a best-in-class service to the client and their guests
- Must be an excellent communicator with exemplary customer service skills
- Must have a proven track record of managing a team of similar numbers
Location: Societe Generale, London E14
