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Ashley Knibb

Service Delivery Manager at Valuedynamx

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Contact Information

us****@****om

(386) 825-5501

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Location

Stevenage, England, United Kingdom, UK

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Experience

Valuedynamx

United Kingdom
Technology, Information and Media
1 - 100 Employee

Service Delivery Manager
- Apr 2023 - Present

BT Group

United Kingdom
Telecommunications
700 & Above Employee

Service Delivery Manager - BT & Openreach
- Nov 2019 - May 2023
Support and manage the implementation of various service improvements, often focused on contact reduction. This would also mean supporting the Operational Service Teams and customers for any service related issues. Utilising contact volume reporting, NPS, customer feedback and more to elicit and drive improvements. Ensure the delivery of SLAs and KPIs; and where we found issues implement a SIP to resolve. Which also meant providing leadership to Operational Leads too. More recently I have been heavily involved with the Device Lifecycle area, specifically ROBT Repair support and OR MWF Repair Support; predominantly in regards to the replacement device service. This has not only involved me in working with our partners Computacentre to drive improvements in that service, but also with our customers Openreach. This included me becoming heavily involved in the move of OR MWF from eDev systems to our new ServiceNow platform. This transformation work is ongoing as we continue to capture the requirements of OR to help build a better platform to help deliver their services. I have also worked closely with the Device Lifecycle Service Manager, providing support and cover in his absence. Show less
Contact Centre & Desktop Site Relationship Manager - EE
- May 2019 - Nov 2019
Once I had completed the TUPE of the Daisy team and myself into BT, my previous SDM role evolved into this one. My responsibility was now only for the 6 EE Contact Centres and to maintain a relationship with EE and the service for those sites. I continued to provide leadership and management to the team, implement service strategy, look at cost reduction, ensure SLAs and KPIs were delivered, and analyse the trends by ensuring we had good reporting. I also embraced BTs culture of continuous improvement and began to implement it among the team to ensure that our service evolved within BT. Show less

Daisy Group

IT Services and IT Consulting
700 & Above Employee

Service Delivery Manager - EE
- May 2018 - May 2019
Reporting to the Senior Service Delivery Manager, I managed both the EE and TSL Accounts ensuring that service was successfully delivered in line with the agreed scopes of work. I was responsible for circa 15 sites and 50+ team members, including 4 Team Leaders. The role involved providing good guidance, support, management, leadership to both the site and field based team members. This meant that I would ensure the use of best practice systems and processes with and good ethos of continuous improvement developed across the entire to ensure that we delivered a better quality of service to our partners and customers. This meant monitoring the service improvements, KPIs, project activities, volumes and more to meet service objectives. Regular trend analysis, performance review and reporting was maintained to allow us to be data driven in our delivery. The role also included ensuring that the team met Health & Safety procedures and legislation where needed. Also that we maintained accurate asset details with regular audits to ensure that we were in good control of customer assets. The role also required me to attend regular customer/ partner meetings to review service. At the point when I took on this role, the announcement that the EE service would TUPE into BT was also made, which meant that I was also heavily involved in the work to help TUPE the Daisy team into BT. Show less
North East Team Leader - EE & T-Systems
- Feb 2016 - May 2018