Experience

Abtran

• Ireland
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Service Delivery Director

  • Apr 2022 - Present

• Service Delivery Manager

  • Jun 2020 - Mar 2022



I.T. Alliance Group

• Dublin

• Service Delivery Manager

  • Aug 2015 - Jan 2020

  • Managing the Vendor and Client relationship. • Providing a cost efficient consolidated first class managed resource service to Microsoft • Setting the foundations for a long term optimised service delivery model. • Managing staff development and motivation. • Working with the team to ensure that we deliver quality and consistent services to Microsoft customers, and Microsoft • Managing the Vendor and Client relationship. • Providing a cost efficient consolidated first class managed resource service to Microsoft • Setting the foundations for a long term optimised service delivery model. • Managing staff development and motivation. • Working with the team to ensure that we deliver quality and consistent services to Microsoft customers, and Microsoft



GloHealth

• Insurance
• 1 - 100 Employee

• Customer Service Manager ( Contractor )

  • Aug 2013 - Nov 2014

  • Managed the day to day relationship with our outsourcer provider. • Responsible for identifying and driving opportunities for process improvement both internally and within our outsourcer. • In conjunction with the GloHealth management team ensured that our company goals were delivered upon. • Responsible for preparing and delivering business reviews. • Identified ways that technology could improve the customers experience and drove those initiatives. • Worked with and influenced the provider and product development team to reflect the learning gained from the customer’s experience. • Responsible for monitoring, managing and reducing complaints. Show less



Allianz Partners

• France
• Insurance
• 700 & Above Employee

• Project Manager

  • Aug 2012 - Jan 2013

  • Identified, developed and enhanced requirements for future and existing business processes. • Managed the implementation of new processes. • Performed root cause analysis of problems and worked closely with business users to identify and translate their needs into system or other specifications. • Facilitated the review of functional specification documents for the clients. • Supported UAT through all phases. • Worked closely with the training department to ensure successful implementation of all claims projects. Show less



Stream Global Services

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Service Delivery Manager

  • Oct 2007 - Jan 2012

  •Managed the client relationship •Managed labour and non-labour costs to ensure business profitability to the contribution margin level. Ensured compliance and achievements as defined in the annual budget. •Responsible for preparing and delivering Business Reviews to clients. •Maintaining relationships with Business Directors and clients globally. •Responsible for ensuring the effective training and development of the teams •Responsible for coaching and developing the supervisory skills of the Team Managers. •Ensured that service level goals for the assigned team were met. •Monitored call volume and managed telephone coverage to effectively support customers. •Conducted weekly meetings to inform personnel of business issues. Acted as a resource for answering questions, resolving product and policy questions. Planned and managed the daily activities of personnel. •Conducted annual performance appraisals in a timely manner. Show less



Zomax

• Transportation, Logistics, Supply Chain and Storage
• 1 - 100 Employee

• Business excellence manager,

  • Oct 2005 - Oct 2007

  2005 – 2007 – Business Manager for the Aer Lingus Program, 2003 – 2005 – Business Excellence Manager2000 – 2003 – Team Manager, 1998 – 2000 – Team Leader for the Microsoft Certified Solution Provider Program1997 – 1998 – CSR on the Microsoft Certified Solution Provider Program•Team manager Microsoft TechNet and MSDN Data Admin programs.•Team manager UPC Program.•Leading and inspiring the Contact Centre team to achieve the Organisation’s service and cost objectives.•Responsibility for success in identifying new business opportunities.•Effective communication of key business/performance data within Zomax and to clients.•Ensured that all invoices submitted were in line with the current price book and were accurate.•Ensured that the program remained profitable in line with budgeted expectations.•Responsible for driving measurable process improvements within the business.•Ensuring Team managers are fully trained in line with their minimum skill requirements.•Providing support and mentoring for Team Managers.•Working with the quality department to ensure that all aspects of COPC and ISO are adhered to in the Contact Centre on a daily basis.•Working as part of the project team which involved implementing a new system across the organisation.•Supported the Business Relationship Manager and the Director of Contact Centre services on ad hoc projects.•Provided Support and Consultation on the implementation new business Show less

• Team Manager

  • 1999 - 2007