Service Management Specialist

• Dec 2020 - Present

Delivery Lead for Major Incident Management and Problem Management

• May 2020 - Dec 2020

• Owning the quality of service delivered from Service Management, including performance reporting• Acting as a focal point of contact for the Customer, Account Executive and Service Management for the delivery of services to the client• Maintaining knowledge of contracted service requirements and the potential business impact of service failures• Identifying service improvements, based on customer’s needs• Maintaining a broad understanding of the underlying technology required to deliver the service• Acting as a first point of escalation in relation to the operational delivery of the service• Coordinating operations activities to deliver the service in accordance with the contractual scope, and target levels• Ensuring performance against SLAs and KPIs to avoid potential breaches;• Preparing reports according to the contractual requirements• Participating in internal and customer-related meetings• Ensuring the staff involved in the delivery of the service understands its scope and requirements• Providing regular formal and informal feedback to the Client and Account Management regarding aspects of the service• Developing and maintaining a Continuous Service Improvement plan Show less

IT Service Continuity Manager

• Jul 2018 - May 2020

Change Manager

• Jul 2017 - Jul 2018

Major Incident Manager

• Jun 2016 - Jun 2017

Customer Service Advisor

• Jul 2015 - Jun 2016