Manager Audio & Visual Conferencing Managed Services

Own and manage AV managed services delivery, ensuring SLA, KPI, and customer satisfaction targets are met Lead, develop, and performance-manage AV engineering and support teams Act as service owner for AV platforms including meeting rooms, collaboration spaces, and signage Oversee incident, problem, and change management for AV services Ensure consistent service delivery across regions, sites, and client environments Drive continuous service improvement, automation, and operational efficiency Manage vendor relationships (AV integrators, hardware manufacturers, support partners) Lead service transition, onboarding, and operational readiness for new AV services Provide executive-level reporting on service performance, risks, and improvement plans Ensure compliance with security, safety, and corporate IT standards Support budgeting, forecasting, and cost optimisation for AV services Collaborate with Workplace, IT, Network, Security, and M365 teams Act as escalation point for major incidents and high-profile events Strong understanding of AV managed services operating models Proven people leadership and team development skills Excellent stakeholder and customer relationship management abilities Strong service management and governance mindset Ability to balance operational stability with service innovation Strong decision-making skills under pressure Clear, confident communication at technical and executive levels Organised, structured, and metrics-driven approach Commercial awareness and cost-control mindset Bachelor's degree or equivalent experience in:Information Technology; AV / Media Engineering; Business or Service Management 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 Enterprise AV platforms: Microsoft Teams Rooms and Surface Hub Room booking and scheduling systems Digital signage platforms Audio visual technologies: Video conferencing systems Audio DSPs, microphones, cameras, and control systems Monitoring and management tools for AV environments Network fundamentals impacting AV services (QoS, VLANs, firewalls) Endpoint and device lifecycle management Incident, problem, change, and release management processes Vendor technologies (Crestron, Poly, Cisco, Logitech, Extron - desirable) Understanding of cloud collaboration platforms (Microsoft 365, Teams) 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 Leadership or people management qualification