Experience

MDS Global

• United Kingdom
• Telecommunications
• 1 - 100 Employee

• Service Transition Manager

  • Sep 2015 - Present

  Warrington The management of Service Transition Projects and Programmes of work, coordinating activity between Project teams and Managed Service teams to introduce new customer solutions to the MDS Managed Service environment.



Outsourcery

• IT Services and IT Consulting
• 1 - 100 Employee

• Head of Cloud Transition

  • Jan 2013 - Jun 2015

  Manchester Management of Outsourcerys’ Microsoft focussed solution delivery teams; Project Management, Technical Consulting and SME Provisioning, to ensure the successful conversion of sale to revenue. Driving performance standards and contractual targets through KPI planning, process implementation and improvement, internal system development and resource planning.

• Head of Customer and Partner Support – Customer Operations

  • Mar 2011 - Jan 2013

  Manchester Responsible for ensuring the Customer & Partner Support Team delivers end to end, first point of contact service to all customers, improves customer satisfaction, increases loyalty and reduces customer loss.

• Customer Support Team Manager – Customer Operations

  • Mar 2009 - Mar 2011

  Greater Manchester Management of the Billing Team within Customer Operations to; support all escalated customer invoice queries, produce bespoke customer reports, and produce operational intelligence reports to support KPI and target management.