Services Manager

• Dec 2020 - Present

As the Services Manager I am responsible for the overall delivery of our Managed Services and Professional Services, including initial implementation through to ongoing support requirements.

Service Delivery Manager and Project Manager

• Jan 2019 - Dec 2020

Account Manager

• Oct 2017 - Oct 2018

Matsco Solutions are a market leading IT outsourcing solution, focused predominantly within the Hedge fund and Investment sectors. They have a global presence in the US, Asia and Europe.Responsibilities:• Typically manage between 2-5 projects simultaneously. • Required to develop new and existing business relationships with key stakeholders to elicit requirements and transform these into a PID.• Effectively manage budgets and resources ensuring projects are completed within the specified timeframes and deviation is reported immediately to enable redesigning of project plan if necessary. • Present business and project plans to company executives empowering the stakeholders to make informed decisions on direction and delivery. Achieved through conference, face-to-face and group meetings. • Provide consultancy for Executive level discussions with CEOs, COOs, CTOs to aid and align company direction and roadmaps. This ensures IT requirements are met and advise on scalable solutions to ensure maximum value. • Manage 3rd party suppliers from procurement to delivery and installation (hardware, circuits, cabling and fit out companies).• Required to provide and track work cost estimates, budgets (ranging from £1k-500k), work packages and project review meetings. Escalation to senior management through effective stage reporting on project milestones. Communicate progress and status updates to stakeholders throughout entire project to completion and follow-up.

Service Delivery Manager

• Feb 2017 - Oct 2017

As a Service Delivery Manager I am involved in a variety of tasks that require working closely with the Support Desk, Account Management and Engineering teams. With Service Improvement in-mind and an ability to build and maintain relationships with customers, clients, and colleagues I am able to resolve client support requests and deliver services and projects to a high standard. I am able analyse and review actual service performance against SLAs, work closely with the Support Desk Manager on the delivery of service; build strong, lasting relationships with clients, manage problems & incidents, and provide problem management support to high profile customer issues.

Service Delivery Coordinator

• Feb 2016 - Feb 2017

Responsibilities Working with the Head of Operations, internal stakeholders and customers: Create and Review orders in accordance with the current order checklist with focus on the accuracy, completeness and compliance of the order. Booking of all customer orders onto the company CRM system ensuring that all documentationis available and sent to customer. Ensure that any missing information requested from customer is followed up and collected from the customer Liaise with Finance ensuring that all delivered orders have had the appropriate checks carried out to ensure invoicing can be carried out correctly and on time. Ensure that any solution changes and additional charges are registered Operation of internal processes associated with the successful delivery to site of solutions. Liaise with third party suppliers to place and manage orders Ad hoc administrative duties Accountabilities  Represent my Client in an efficient and professional manner at all times Provide a consistent and positive interaction with customers on all areas of my Client’s network delivery Maintain the business systems in an accurate and timely manner

Support Desk Administrator/Supervisor

• Jul 2013 - Feb 2016

My role within Green Fields was to manage the Service Desk and aid the Service Delivery Managers with their day to day client management tasks.It was my job to know each client intimately, ensuring I was aware of all active issues and using that knowledge to manage the workflow of the engineers on the Service Desk.My predominant tasks were to;1. Manage the engineers and their time in order to keep the queue of logged tickets running smoothly and efficiently2. Aid categorisation and prioritisation of the incoming tickets; while managing individual workloads of engineers.3. Ensure tickets were responded to within an appropriate time period, and to ensure tickets were regularly updated along with regular client communication.4. Liaise with clients; both at a user and management level; this involved updates for sensitive issues, weekly 'catch-up' calls, critical incident updates ectBy carrying out the above tasks logically and efficiently I ensured the happiness of the individual user and the client as a whole.Within my role, to assist the engineers and the progression of tickets, I liaised with the client to gather further information or organise a time for the issue to be looked at. I also ensured correct authorisation was granted for certain requests. I played a large role in the implementation of the new CRM system (Autotask). Subsequently, I assisted in managing the changes we made to the system, including workflow rules, creating and running system and service desk reports, introducing users to the portal, and managing permissions within Autotask.