Head Of Service Delivery

• Mar 2020 - Present

Head Of Support

• Sep 2019 - Feb 2020

Head of Global Support

• Oct 2018 - Sep 2019

Operations Director

• Sep 2016 - Apr 2018

Delivery Director

• Jun 2014 - Sep 2016

Senior Service Delivery Manager

• Jun 2011 - Jun 2014

Overseeing all operational Service Delivery activities, including service quality and staff management, within assigned clients to a value of over £1.5 million per annum including; Nexen, Maersk, Centrica, Asco & Britannia Operator Ltd.Effectively managing Services to ensure adherence to appropriate SLAs and KPIsManaging and developing staff and contractors to ensure efficient and effective delivery, whilst promoting a culture of self development, resulting in a positive and motivated teamMaintaining and expanding client relationships, leading by example to ensure the highest levels of customer serviceGenerating accurate monthly reports, analytics and executing delivery meetings to customer requirements for improved contract monitoringAssisting in the definition of appropriate technologies required to deliver service to ensure optimum performanceKey achievements:Spearheading a group culture initiative with all staff, customers, partner and suppliers, to create and enhance awareness and appreciation of the Amor brandDeveloping and implementing key Service Management processes and procedures in alignment with the ITIL framework, enabling the Support Service to achieve and surpass KPIs and support commercial growthConsistently delivering against agreed operational procedures to ensure quality and consistency of ServiceDemonstrating strong commercial acumen in managing operational costs and maintaining company financial controls, thereby ensuing contract profitability

Process & Quality Manager

• Apr 2010 - Jun 2011

Leading the ITIL / service improvement project and delivery of supporting technology and processes for areas such as Event, Incident, Problem, Change, Knowledge, CMDB, service requests, SLAs and continual service improvementLiaising with peer managers, support teams and business systems units to identify and improve weak areasEnsuring all documentation is standardised across all locations and teamsDriving continual improvements through analysis of day to day issues and metrics, benchmarking dataOverseeing the maintenance and development of all internal systems, including ownership of ITSM toolsetKey achievements:Developing and implementing global disaster recovery and business continuity plans

Service Desk Manager

• Jan 2007 - May 2010

Part of management team responsible for the build of the Eastern Hemisphere Service Centre and its ongoing operation; responsible for day to day running of the Service DeskCreating working procedures including incident, problem and knowledge management, escalations, service level agreements and 24/7 supportCollaborating with Western Hemisphere management team to facilitate the integration of the two service centres and ensure consistency across the organisationCreating and implementing staff training and development plans; recruiting new staff and contractors; conducting appraisalsKey achievements:Building a highly efficient global Service Desk capable of supporting 13,000+ customersEvaluating, designing and implementing new ticket logging system, resulting in increased efficiency levelsResearching and recommending new telephone system to improve call handling process