Service Delivery Manager

• Sep 2016 - Present

Service Lead responsibilities for a large client portfolio within Glide Student. Ownership of the end to end delivery of BAU services with key focus on Client Retention, Relationship Management and growth opportunities through Continual Service Improvement. The voice of the customer chairing & maintaining operational relationships through cross-party collaboration and stakeholder engagement to maximise the customer experience. Attend Service Review Meetings which incorporate SLA review v Strategic Lifecycle Management. Achievements: • A key partner in the retention of my strategic client base whilst generating revenue increase through the relationships I build, my understanding of my clients and their association to our business delivery. • Jointly led the delivery of Glides first Service Management Roadshow initiative to key clients helping us to understand the wider client association and reliance upon of our services, whilst promoting our full service and support delivery operational suite, in turn creating awareness and association of Glide and importantly how our support benefits our clients. • A key driver of an internal review and re-alignment of the Service Delivery & Account Management roles and responsibilities to ensure a more streamlined and efficient Service & Sales function. • Assisted to drive a collective review of Service Management internal departmental work streams through the creation of onboarding work instruction documentation guides. • Assisted the successful implementation and management of a 3rd party Vendor relationship, integration and alignment of expectations to ensure cohesion and collaboration of a streamlined delivery approach to our joint customer base • Supported a review of Glides Customer Experience programme and deliverables in 2019 • Constantly achieves Service Review and Reporting level Metrics

Service Delivery Manager

• Nov 2007 - Aug 2016

Ownership and responsibility for establishing and maintaining BAU operational relationships and activities with my clients to provide exceptional end-to-end service support. Acting as the voice of my clients looking to drive continual service improvement, ensuring all operational staff understand expectations and work collectively to streamlined service standards. Owning the delivering of a variety of managed services ranging from Infrastructure Maintenance, to Data MPLS Networks, to IPT Contact Centres, Server Storage and Data Centre Solutions. Achievements: • Engaged the Account Management teams to develop a cohesive and streamlined joint Sales and Service Delivery Wrap approach to my clients ensuring a greater level of communication and delivery • Brought new business and revenue growth to Logicalis based on my past relationships and account management capabilities • Lead a review and re-design of Service Desk Incident management documentation to ensure full capture of critical client information. This helped gain a greater understanding of each client service experience, helping to guide and achieve the correct service categorisation and prioritisation requirements. • Created a monthly client promotional showcase pack for internal distribution to assist understanding and awareness of existing clients service, support & requirements. To assist new customers when on-boarding, I provided presentation overviews to various support teams before go live to create awareness, promote discussion and understanding around the service and support we would deliver to that client. • Built key departmental relationship both internally through stakeholder engagement and externally with Vendors such as Cisco and IBM to ensure a detailed understanding of requirement v deliverable capabilities • Reviewed and gained increase of field engineering resource to ensure contractual delivery to my clients • Constantly achieved Service Review and Reporting Level metrics

Business Service Manager

• Jun 2000 - Nov 2007

Following the creation of a New Service Management Department in early to mid-2000, My initial brief was to review and document all client contracts which led to the creation of a business client classification/standing. I subsequently undertook the role out of a Service Management Roadshow where I met with every client, creating awareness & promoting the benefits of the newly formed Service Management Team and what they could expect of Telewest moving forward. I settled into my new role as Service Manager with purpose to act as the voice of the customer, responsible for establishing and maintaining operational relationships with clients to provide exceptional end-to-end service support, drive continual service improvement and ensure all support staff are meeting and exceeding service standards. Achievements:• Retained 2 of the top 5 largest review clients within the business division. • Assisted with the review and response to formal bid tenders. • Responsible for draft and co-ordination of reporting, ensuring a single managed and professional delivery to our clients.• Ran monthly Internal review workshops to discuss what went well / could be improved upon• South West representative within national team, assisting Incident Management Process Reviews. • Review and promotion of Disaster Recovery Solutions independent of Commercial Sales involvement, looking to provide value add management guidance whilst maximising commercial opportunities.• Constantly achieves Service Review and Reporting Level metrics

Business Account Manager

• Jan 1999 - Jun 2000

Business Operations Representative

• Sep 1998 - Jan 1999