Adam Rea Email and Phone Number

Responsible for ensuring seamless global service delivery, while building and maintaining strong client relationships, ensuring the business delivers a high quality customer experience. With a key focus on service delivery management against our contract obligations, customer success and internal and external relationship management. Ensuring client SLAs are met, satisfaction levels are high, opportunities for growth are realised and contract renewals are achieved are at the forefront of the role.

As the Service Desk Manager at Panoptics, I lead a dynamic team of service desk engineers, overseeing their strategic direction, providing comprehensive training, and fostering mentorship in alignment with ITIL best practices. The strategic positioning of the business to meet client requirements, involves our operations center being based and led by myself in the UK while managing global partners based throughout the APAC region and United States. My commitment to excellence extends to a keen focus on data analysis, where I continuously monitor key performance indicators (KPIs) and service level agreements (SLAs) in accordance with ITIL methodologies. This analytical approach enables me to gauge team performance and provide valuable insights that drive continuous process improvement within the ITIL framework.I have a keen focus on customer satisfaction and client retention ensuring staff are supporting our client base with excellence in soft skills through to technical expertise. In navigating the complexities of my role, I draw on a unique blend of technical expertise, strategic thinking, and adept people management skills. This multifaceted approach ensures the seamless operation of the service desk and guarantees the delivery of the highest quality of service to our valued customers within the framework of ITIL service management.

Capital & Counties Properties PLC (Capco) is one of the largest listed property companies in central London and is a constituent of the FTSE-250 Index. Capco owns and manages the landmark Covent Garden estate. The company is listed on the London Stock Exchange and the Johannesburg Stock Exchange.