Experience

Kestronics
• United Kingdom
• Information Technology & Services
• 1 - 100 Employee
• Head of Services

  • Jul 2023 - Present


Jigsaw24

• United Kingdom
• IT Services and IT Consulting
• 200 - 300 Employee

• Head of Managed & Support Services

  • Dec 2022 - Jul 2023

• Head of Support Services

  • Jun 2022 - Dec 2022

  Leading the delivery of Jigsaw24's Value-Added Reseller services, this position sees me responsible for operations within the repairs and warranties workspace, fed into by a small-scale B2B service desk. Alongside this, I also oversee the staging & configuration department, delivering a wide range of staging and configuration services across Apple, Windows and Android systems, helping keep our Education, Enterprise and SMB customer IT solutions up and running.In line with Apple’s standardised procedures, both departments provide a wide range of professional and managed services to maintain the company’s status as an Apple authorised service provider. Show less

• Service Delivery Manager

  • Apr 2021 - Jun 2022

  I was brought into Jigsaw24 to manage two key large-scale mobile enterprise contracts supporting 30,000 + Apple iPhone and iPad devices.Providing a fully managed service for each estate, I oversaw the delivery of services such as end user support, application release management, remote device management delivered via the Jamf MDM platform, and hardware maintenance underpinned by an advance replacement service.



The Barcode Warehouse Limited

• United Kingdom
• IT Services and IT Consulting
• 100 - 200 Employee

• Head Of Service Delivery

  • May 2019 - Apr 2021

  I implemented numerous strategies and tools to streamline service delivery and make company-wide improvements. One of the key changes was defining and documenting internal procedures around core processes.As part of ongoing, company-wide improvements, I implemented a client engagement strategy for all managed services clients, demonstrating the company’s commitment to continual service improvement.

• Interim Head of Service Delivery

  • Aug 2018 - May 2019

• Service Delivery Manager

  • Nov 2016 - Aug 2018

  One of my most significant achievements, as a Service Delivery Manager, was to orchestrate the seamless integration of Unified Endpoint Management (UEM) platform updates, carefully selecting agnostic platforms and planning and scheduling releases via governance gates, ensuring testing in alpha and beta stages prior to implementation.I also lead the implementation of an updated change management function, adhering to industry best practice while focusing on procedural and technical delivery for change activity in release management.Through careful selection of all departmental representatives for the Change Authorisation Board, I encouraged enhanced communication to minimise risks and highlight any business changes to other members and departments. Show less

• Service Delivery Coordinator

  • Sep 2015 - Oct 2016

  My role was to support the company’s Service Delivery Managers in the successful execution of account management related tasks, including servicing, improvements and repairs for individual managed services clients.I delivered outstanding customer service to each client, working closely with all departments to ensure fast and efficient delivery while maintaining regular contact with each client throughout the process.

• Service Operations Specialist

  • Nov 2014 - Sep 2015

  My customer services expertise was recognised early on. I offered insightful support and swift resolution to any issues presented by the company’s key clients and end of line operatives.I was elevated to second-line support, offering full-scope problem management for in-depth issues, including communicating directly with third party software and network companies to resolve service provider issues.



Ladbrokes

• Entertainment Providers

• Customer Service Manager

  • Apr 2007 - Nov 2014

  As a team leader, I was committed to achieving seasonal and annual, gross profit margins by introducing a variety of innovative marketing campaigns including joint venture advertising with local pubs and stores, to increase footfall during major sporting events. I also effectively maintained wage budgets through the creation of efficient staff rotation schedules and hiring processes, often retraining, and promoting internally wherever possible. By ensuring our team maintained the highest standards of service achievable, we exceeded the 90% Net Promoter Score, set target ratings for the company’s “Mystery Shopper” program. As a team, we always upheld company policies and government guidelines/licensing objectives to maintain a compliant free operation and protect the company brand reputation. Show less