IT Operations Manager

• Jan 2015 - Present

National Service Manager

• Jan 2010 - Jan 2015

Regional Service Manager

• Aug 2008 - Jan 2010

Managed a team of 2nd and 3rd line IT Support Professionals covering 50% of the UK from north from Birmingham, to ensure availability of all things IT related, including all Desktop and Mobile IT equipment, server estate and infrastructure etc within the region.Held monthly meetings with key business leaders to discuss their requirements from IT as well as to share plans and projects that were up coming that would improve staff efficiency and business processes.Responsible for all matters… Managed a team of 2nd and 3rd line IT Support Professionals covering 50% of the UK from north from Birmingham, to ensure availability of all things IT related, including all Desktop and Mobile IT equipment, server estate and infrastructure etc within the region.Held monthly meetings with key business leaders to discuss their requirements from IT as well as to share plans and projects that were up coming that would improve staff efficiency and business processes.Responsible for all matters relating to the support staff employment, from interviewing, mentoring promotion, discipline etc. I continued to build a team that worked together seamlessly, each member knowing their value to their colleagues as well as to the business. I ensured they were empowered to manage workload and time,having responsibility to control their own day. Visiting sites and team members I was responsible for was part and parcel of the role.Work with the rest of the management team to deliver a nationwide service that was consistent and to deliver business wide initiatives. Show more Show less

Service Delivery Manager

• Jan 1998 - Apr 2008

Working for IKON Office Solutions (formerly Rockliff Computers Ltd) I provided usual SDM duties for a variety of clients including Pilkington Glass, Ryder Logistics, Tetrapak, Great Universal Stores, Pepsico, Lex Vehicle Leasing.Responsible for client meetings to discuss SLA’s, Service Improvement, additional services etc. Interfaced with the support team to ensure the support staff provided my customers with a first rate service tailored to each of the customer’s specific needs. During… Working for IKON Office Solutions (formerly Rockliff Computers Ltd) I provided usual SDM duties for a variety of clients including Pilkington Glass, Ryder Logistics, Tetrapak, Great Universal Stores, Pepsico, Lex Vehicle Leasing.Responsible for client meetings to discuss SLA’s, Service Improvement, additional services etc. Interfaced with the support team to ensure the support staff provided my customers with a first rate service tailored to each of the customer’s specific needs. During this time I helped create a system to automatically monitor and flag cases that were in danger of / or had breached SLA. This enabled quick action to be taken with minimal effort to ensure SLAs were kept high. I continued this role for 6 years Show more Show less