Experience

TSG

• United Kingdom
• IT Services and IT Consulting
• 500 - 600 Employee

• Service Delivery Manager

  • May 2022 - Present



8x8

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Service Delivery Manager

  • Aug 2020 - May 2022

  Managing a Public Sector and Retail client Portfolio, performing tasks such as: ▪ Proactively monitoring the client’s stability and cases, looking to identify any trends and patterns. ▪ Being the first point of escalation for service issues outside the BAU process. Then managing the escalation end to end. ▪ Creating the monthly service dashboards and presenting to the clients. ▪ Owning the Client Service Improvement Plan actions and keeping the client regularly updated on the progress. ▪ Being the client advocate for concerns regarding Incident, Change and Problem Management. ▪ Working closely with Account Management on client issues such as service credits, potential upsell opportunities and giving assistance with renewals. ▪ Monitoring the client’s usage, identifying any trends or patterns. ▪ Highlighting forthcoming change releases and the benefits to the new features. Show less



Experian

• Information Services
• 700 & Above Employee

• Service Delivery Manager

  • Feb 2017 - Aug 2020

  ▪ Analyse, report and review service performance.▪ ITIL Functions: Incident, Problem and Change Management. ▪ Preparing and presenting client’s monthly statistics around SLA performance during client business reviews. ▪ Preforming trend analysis, then implementing and managing a Service Improvement Plan if necessary.▪ Assessing and reporting Risk, as well as ensuring all relevant actions are completed. ▪ In-depth product knowledge. ▪ Managing escalations from stakeholders both internal and external. ▪ Closely monitoring the clients monthly feedback survey and investigating any raised concerns. ▪ Time management skills and prioritising, vital when managing over thirty clients. ▪ Building and maintaining strong relationships with peers to ensure the overall service is in accordance with SLAs. E.g. Service Design, Service Acceptance and the Service Desk. ▪ Ensuring all feedback from the NPS scoring is tracked and all concerns are acted upon accordingly. ▪ Confidence in communicating and explaining complex issues in a clear, concise, persuasive language both verbally and in writing to all key stakeholders. Show less

• Senior Service and Billing Executive at Experian

  • May 2014 - Feb 2017

• Service Desk Analyst

  • Nov 2012 - Apr 2014

• Sales and Retentions Consultant

  • May 2012 - Nov 2012