Director of Global Managed Services – EMEA & APAC in London

Contract Type: Full-time, Permanent

Location: London, UK (hybrid working is available)

Salary: Excellent senior level salary (dependent on experience), plus bonus and company benefits

Please note this role is not managing technology programmes or an IT Delivery implementation role - it is managing a Client Service Delivery team.

Kinly is a unified global leader in collaboration, systems integration, and managed services. We focus on transforming workspaces, simplifying complexity, and empowering people. Our in-house expertise includes AI-powered room monitoring, 24/7 support, and a unique enterprise service layer, enabling us to operate with even greater agility, efficiency, and precision.

This role is focused on the management and development of our industry-leading Managed Onsite Services and Client Service Management divisions which support that enterprise technology landscape. We are looking for an experienced leader who is proactive, team-orientated and a motivated leader with a history of high performance.

The successful candidate will be responsible for a global team of 10 direct reports including Client Service Managers and an ever-growing Managed Onsite (MOS) portfolio of 500 resources. The successful candidate will collaborate cross-functionally with key stakeholders including project management, technical, support services and service delivery and you will lead a team who are key points of contact for all enterprise customers – managing client relationships, reporting, continual service improvement, communication, and financial oversight.

Key responsibilities:

• Provide leadership, management and development to the Global Client Service Management (CSM) teams
• Drive client retention and growth in the Managed Onsite Services division by adhering to best practice standards of execution, team development and motivation and commercial management, including P&L ownership
• Contribute and lead the strategic development of the MOS/CSM proposition in collaboration with the Global Service Leadership team, Service Architecture team and CTO office
• Drive awareness of our Global Service MOS offering, ensuring the commercial and operational propositions are understood and delivered by our sales departments
• Identify business risks and/or factors negatively affecting business performance and take proactive steps to resolve and improve
• Conduct regular 1-2-1s with CSM team, ensure performance management, team development and mentoring are contributing to staff retention and performance
• Build solid relationships with customers, vendors, and suppliers
• Support the development of commercial propositions, ensuring cost and proposition accuracy based on current profit and commercial strategies
• Work with Client Service Delivery Managers to scale resource locally/globally in line with demand
• Oversee monthly and other regular service review meetings with customers
• Take full responsibility for contract development, negotiation and compliance across portfolio
• Develop, administer, and report effective processes, SLAs and KPIs to manage each site
• 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 Service Delivery Managers and the MOS Services Administrator to ensure Kinly has the correct size and profile of resource to support all onsite contracts
• Promote and drive team collaboration, maintain team morale across onsite and offsite services
• Ensure succession planning and develop upwards approach

Skills and experience:

• Extensive Managed Service management experience with well-honed leadership skills is essential
• Commercially astute with a good understanding of AV Managed On-site service contracts
• Experience in creating and delivering client presentations
• Experience of managing/working with a wide variety of stakeholders
• An ability to influence and gain credibility quickly across a diverse business
• Highly developed service-focused attitude & excellent customer service skills
• Extensive experience in working in a pressured operational environment
• Highly organised and excellent scheduling and time management capabilities
• Good working knowledge in all AV disciplines

Equal Opportunities:

Kinly is committed to providing equal opportunities in employment, all qualified applicants will receive consideration for employment without regard to sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other ‘protected characteristics. We welcome your application.