Paul Collis
Service Delivery Mansger at Delt Shared Services Ltd- Claim this Profile
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Topline Score
Bio
LinkedIn User
I have worked with Paul for almost 3 years while he was at Lenovo and also prior to this for many years when he had a similar job function at IBM. Paul is a true professional and approaches his work with the dedication and thoroughness one would expect from a professional working in the area of warranty support. He is able to track down answers to complex issues by working with the complex organisational structures of IBM and Lenovo (and latterly with IBM as a service provider to Lenovo). Paul has a real analytical bent and is able to present solutions to complex issues in a clear and concise way. Paul would be an asset to any organisation.
LinkedIn User
I have worked with Paul for almost 3 years while he was at Lenovo and also prior to this for many years when he had a similar job function at IBM. Paul is a true professional and approaches his work with the dedication and thoroughness one would expect from a professional working in the area of warranty support. He is able to track down answers to complex issues by working with the complex organisational structures of IBM and Lenovo (and latterly with IBM as a service provider to Lenovo). Paul has a real analytical bent and is able to present solutions to complex issues in a clear and concise way. Paul would be an asset to any organisation.
LinkedIn User
I have worked with Paul for almost 3 years while he was at Lenovo and also prior to this for many years when he had a similar job function at IBM. Paul is a true professional and approaches his work with the dedication and thoroughness one would expect from a professional working in the area of warranty support. He is able to track down answers to complex issues by working with the complex organisational structures of IBM and Lenovo (and latterly with IBM as a service provider to Lenovo). Paul has a real analytical bent and is able to present solutions to complex issues in a clear and concise way. Paul would be an asset to any organisation.
LinkedIn User
I have worked with Paul for almost 3 years while he was at Lenovo and also prior to this for many years when he had a similar job function at IBM. Paul is a true professional and approaches his work with the dedication and thoroughness one would expect from a professional working in the area of warranty support. He is able to track down answers to complex issues by working with the complex organisational structures of IBM and Lenovo (and latterly with IBM as a service provider to Lenovo). Paul has a real analytical bent and is able to present solutions to complex issues in a clear and concise way. Paul would be an asset to any organisation.
Experience
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Delt Shared Services Ltd
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United Kingdom
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IT Services and IT Consulting
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100 - 200 Employee
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Service Delivery Mansger
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May 2021 - Present
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HSBC Bank UK
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Bristol, United Kingdom
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Senior Complaints Specialist
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Nov 2017 - Jun 2021
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Service Delivery Manager
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Dec 2010 - Oct 2016
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European Electronique
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Eynsham
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Senior Service Delivery Manager
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Dec 2010 - Oct 2016
• Central points of contact for all Managed Service clients ensuring their needs are fulfilled as per agreed contracts & performance criteria. • Working closely with clients, Service Delivery Managers, IT Teams, Sales Teams & Project Managers to ensure services & infrastructure have a cost effective level of capacity to deliver services, service improvement & continuity. • Drive through use of standard processes & procedures & document in a standard operating manual. • Central points of contact for all Managed Service clients ensuring their needs are fulfilled as per agreed contracts & performance criteria. • Working closely with clients, Service Delivery Managers, IT Teams, Sales Teams & Project Managers to ensure services & infrastructure have a cost effective level of capacity to deliver services, service improvement & continuity. • Drive through use of standard processes & procedures & document in a standard operating manual.
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Lenovo
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China
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IT Services and IT Consulting
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700 & Above Employee
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Warranty Manager
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Nov 2006 - Apr 2009
Responsibility for all warranty services delivered in the UK through 3rd party service providers ensuring that services to all public sector, corporate, charitable & consumer clients are consistent, reliable & of high quality within agreed service levels & budget. Day to day identification & management of warranty service related issues driving them through to resolution ensuring minimal impact to clients consistent with supporting the customers to meet their business objectives. Support of the sales teams by responding to warranty & service sections of customer ITTs & presenting to clients with positive, well researched information. Production, analysis & presentation of regular service reports to clients at all levels to positively demonstrate the quality of Lenovo’s support & identify any product & service shortfalls. To meet with new customers, identify their warranty & support requirements presenting & implementing the Lenovo solution that best meets these needs. Creation & presentation of data in service reports to assist with the identification of any issues relating to service or product quality. Acting as Service Delivery Manager for multiple key accounts to ensure SLAs and contractual targets were achieved along with high customer satisfaction levels.
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IBM
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Global Warranty & Service manager
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Apr 1999 - Oct 2006
Implemented warranty & repair services in line with the contract in 160+ countries. Negotiated service levels with the customer, supporting the partners in each country to deliver the most cost effective solution to meet agreed targets. Set up & managed service level measurements to monitor product & service reliability to maximise customer satisfaction. Acted as a single point of contact, managing all warranty, service & technical issues to resolution resulting in very high customer satisfaction levels. Assisted the client with hardware deployment by resolving geographical, legal & US export regulation issues.
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Service Manager
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Nov 2001 - Mar 2003
Took responsibility for a client, with a very low level of customer satisfaction & within 6 months recorded IBM’s highest customer satisfaction rating for 2002. Chaired face to face meetings & conference calls to review & discuss the contract for each country, implementing changes as required. Acted as single point of contact for all warranty & service issues. Implemented a uniform level of service across EMEA in line with contracts & agreements. Implemented EMEA-wide reporting to monitor current & future service levels.
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Education
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Brunel University London
Management -
Open University
BSc, Computer sciences
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