Service Design and Transition

• Apr 2021 - Present

End User Support Regional Manager

• Dec 2019 - Apr 2021

Service Desk Manager

• Dec 2018 - Dec 2019

Head Of Service Delivery

• Jul 2018 - Dec 2018

 Lead all service delivery teams, approx. 100 resources (UK, India and Philippines) across all technology teams, including Operations, Windows, Backup, Linux, Storage, DBA and Networks Lead operational efficiency exercises to reduce cost and maintain service levels and client satisfaction Lead integration of all support teams into wider technical towers to align skills and operational process, working with senior business stakeholders and ensuring risks to teams and clients understood and mitigated Senior escalation for all internal and client facing issues either relating to BAU or project activity Supporting new business selection processes and ongoing pre-sales activity to ensure appropriate and ability to support and scope agreed

Service Support Manager

• Jun 2017 - Jul 2018

 Oversee 24x7x365 Operations team, front line support to all Atos clients.  Manage European and Global Service Desks. Manage Incident Management and Change Management teams along with ITIL processes. Assist in Service Transition activities for on boarding new clients into live service. Service Delivery Manager for large global clients. Provide monthly reporting to show results of all support teams and client satisfaction. Act as Major Incident Manager in times of Priority 1 critical issues during business hours and as part of an on call management rota.

Service Architect

• Nov 2016 - Jun 2017

Working as part of new business solutions to design, produce and transition all services across multiple geographical locations to ensure a seamless handover from project to business as usual service delivery.

Service Support Manager

• Jan 2016 - Nov 2016

 Oversee 24x7x365 Operations team, front line support to all Atos clients.  Manage European and Global Service Desks. Manage Incident Management and Change Management teams along with ITIL processes. Assist in Service Transition activities for on boarding new clients into live service. Service Delivery Manager for large global clients. Provide monthly reporting to show results of all support teams and client satisfaction. Act as Major Incident Manager in times of Priority 1 critical issues during business hours and as part of an on call management rota.

Service Support Manager

• Dec 2011 - Dec 2015

 Oversee 24x7x365 Operations team, front line support to all Xerox clients.  Manage European and Global Service Desks. Manage Incident Management and Change Management teams along with ITIL processes. Assist in Service Transition activities for on boarding new clients into live service. Service Delivery Manager for large global clients. Provide monthly reporting to show results of all support teams and client satisfaction. Act as Major Incident Manager in times of Priority 1 critical issues during business hours and as part of an on call management rota.

Problem and Capacity Manager

• Dec 2011 - Sep 2012

Service Desk Manager

• Mar 2010 - Dec 2011

Service Desk Supervisor

• Mar 2005 - Mar 2010