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Catriona Mcgill profile image

Catriona Mcgill

Service Delivery and Support Manager at Mizaic
Intro Book
Seasoned IT professional with expertise in system administration, virtualization, and service delivery management.
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Location
Aldershot, England, United Kingdom, GB
Skills
  • X86
  • Solaris
  • Sparc
  • Ccna
  • Oracle/Sun Hardware
  • Show all
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Bio

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Topline AI
Catriona Mcgill is a seasoned IT professional with extensive experience in system administration, virtualization, and service delivery management. She holds various certifications, including CCNA, Oracle Solaris, and VMware. With a strong background in customer-facing roles, she has developed strong leadership and problem-solving skills. Catriona has worked in various industries, including healthcare, finance, and technology, providing service delivery management to customers and leading teams of application support engineers.

Credentials

  • Developing Leadership Presence
    LinkedIn
    Mar, 2023
    - Apr, 2026
  • How to Be Caring While Holding Teams Accountable
    LinkedIn
    Mar, 2023
    - Apr, 2026
  • Cybersecurity Awareness: Cloud Security
    LinkedIn
    Dec, 2022
    - Apr, 2026
  • Intro to Service Management with ITIL® 4
    LinkedIn
    Dec, 2022
    - Apr, 2026
  • Account Management: Maintaining Relationships
    LinkedIn
    Oct, 2022
    - Apr, 2026
  • Building Customer Loyalty
    LinkedIn
    Oct, 2022
    - Apr, 2026
  • Customer Experience Leadership
    LinkedIn
    Oct, 2022
    - Apr, 2026
  • Customer Retention
    LinkedIn
    Oct, 2022
    - Apr, 2026
  • Customer Service Leadership
    LinkedIn
    Oct, 2022
    - Apr, 2026
  • Customer Service Strategy
    LinkedIn
    Oct, 2022
    - Apr, 2026
  • Customer Service: Problem Solving and Troubleshooting
    LinkedIn
    Oct, 2022
    - Apr, 2026
  • Customer Success Management Fundamentals
    LinkedIn
    Oct, 2022
    - Apr, 2026
  • Delivering Bad News to a Customer
    LinkedIn
    Oct, 2022
    - Apr, 2026
  • How to Build Rapport Quickly
    LinkedIn
    Oct, 2022
    - Apr, 2026
  • Identify Sales Growth Opportunities
    LinkedIn
    Oct, 2022
    - Apr, 2026
  • Leadership in Tech
    LinkedIn
    Oct, 2022
    - Apr, 2026
  • Leadership Mindsets
    LinkedIn
    Oct, 2022
    - Apr, 2026
  • Leading a Customer-Centric Culture
    LinkedIn
    Oct, 2022
    - Apr, 2026
  • Listening to Customers
    LinkedIn
    Oct, 2022
    - Apr, 2026
  • Managing a Customer Service Team
    LinkedIn
    Oct, 2022
    - Apr, 2026
  • Managing Customer Expectations for Managers
    LinkedIn
    Oct, 2022
    - Apr, 2026
  • Sales Pipeline Management
    LinkedIn
    Oct, 2022
    - Apr, 2026
  • Critical Thinking for Better Judgment and Decision-Making
    LinkedIn
    Sep, 2022
    - Apr, 2026
  • Flux: 8 Tips for Thriving in Constant Change (Book Bite)
    LinkedIn
    Sep, 2022
    - Apr, 2026
  • How to Manage Your Manager
    LinkedIn
    Sep, 2022
    - Apr, 2026
  • Nano Tips for Developing Magnetic Charisma with Shadé Zahrai
    LinkedIn
    Sep, 2022
    - Apr, 2026
  • Nano Tips to Stop Overthinking with Shadé Zahrai
    LinkedIn
    Sep, 2022
    - Apr, 2026
  • Prioritizing Your Tasks
    LinkedIn
    Sep, 2022
    - Apr, 2026
  • The Attributes: Driving Optimal Performance (Book Bite)
    LinkedIn
    Sep, 2022
    - Apr, 2026
  • The Nine Best Ways to Invest in Yourself
    LinkedIn
    Sep, 2022
    - Apr, 2026
  • The Six Morning Habits of High Performers
    LinkedIn
    Sep, 2022
    - Apr, 2026
  • VMware VSP - Cloud Foundation 2020
    VMware
    Mar, 2022
    - Apr, 2026
  • VMware VSP - Cloud Provider 2020
    VMware
    Mar, 2022
    - Apr, 2026
  • VMware VTSP - Cloud Foundation (2020)
    VMware
    Mar, 2022
    - Apr, 2026
  • CCNA Exploration 1: Network Fundamentals
    CCNA
  • CCNA Exploration 2: Routing Protocols and Concepts
    CCNA
  • CCNA Exploration 3: LAN Switching and Wireless
    CCNA
  • CCNA Exploration 4: Accessing the WAN
    CCNA
  • Oracle Solaris 11 System Administration Ed 2
    Oracle University

Experience

  • Mizaic
    • Service Delivery and Support Manager
      • Feb 2023 - Present

      Within this role, I provide service delivery management to our customers and work to be the internal voice of the customer providing their feedback into key stakeholders within Mizaic. I also lead a team of application support engineers, driving their focus on delivering the best customer service and support to all the NHS trusts. This ensures customers have a consistent service delivery and support function all striving to improve their use of our services and products.

  • UKCloud Ltd
    • United Kingdom
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Senior Service Delivery Manager
      • Apr 2022 - Jan 2023

      As a Senior Service Delivery Manager at UKCloud, I look after a wide variety of our customers across multiple different sectors. Within my role, I build strong working relationships with my customers and drive to make them successful in achieving their targets and outcomes. I have created and improved a number of key processes and initiatives within the business. I am an advocate of our customer experience and improvements so have been a driver in our Net Promoter Score (NPS) processes and actions on behalf of our customers. A key focus in my role is growth of existing customers and customer retention, I manage and protect over 1 million pounds worth of revenue across the range of customers. I support customers throughout their journey with UKCloud including incident management and conflict resolution discussions.

    • Service Delivery Manager
      • Jan 2018 - Mar 2022

    • Customer Success Manager
      • May 2017 - Dec 2017

    • Cloud Support Engineer
      • Nov 2016 - Apr 2017

  • AlwaysON Group
    • Bracknell
    • Customer Services Technical Support Analyst
      • Aug 2014 - Nov 2016
      • Bracknell

      I was responsible for the provisioning and continued support to our customers at AlwaysON. This includes a range of solutions and products from networking, hosted IP telephony and communications platforms e.g. Microsoft Lync/Skype for business. Working within the 1st line support team, I work to defined SLAs across the services we provide. This can be ranging from router configuration and support issues, to working alongside our providers/suppliers to maintain services.

  • Data Continuity Group (DCG)
    • Bracknell
    • Service Operations Centre Engineer
      • Feb 2014 - Jul 2014
      • Bracknell

      Tape management, Data management and Customer focus

  • Oracle
    • Reading, United Kingdom
    • EMEA System Support Apprentice
      • Jan 2012 - Jan 2014
      • Reading, United Kingdom

      I was on rotations since the start in the field, on-site and also in lab. The on-site role has been at various different companies and locations. These rotations are to gain a wider knowledge and get a greater experience of all aspects of the hardware engineering role. I worked Monday to Wednesday, then went to college Thursday and Friday to complete the HND qualification.

  • Boots
    • Farnborough
    • Sales assistant
      • Sep 2010 - Oct 2011
      • Farnborough

      Retail work as a sales assistant at Boots, working closely with customers advising them on various products.Till trained, Customer facing, Basic beauty consultant training

  • Farnborough Fins Swimming School Ltd
    • Pool Helper
      • Sep 2007 - Mar 2010

      Assisted in helping young children learn to swim, become confident around water and teach them the water safety rules in a fun and active way.

Education

  • 2012 - 2014
    East Berkshire College
    Higher National Diploma, Computing & Systems Development
  • 2009 - 2011
    The Sixth Form College Farnborough
    A-level's, Mathematics, Information Communication Technology, Physical Education, Accounting
  • 2004 - 2009
    Fernhill Senior School
    High School, ICT, English, Maths, Science, Physical Education, German, Geography and Religious Studies.

Suggested Services

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Industry Focus. “Hospitals and Health Care”

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