Alistair Biggs Email & Phone Number

Leighton Buzzard, Gb

Milton Keynes, England, United Kingdom

Managing Incidents to ensure swift resolution to any unexpected interruptions to our services Communicating details of the fault regularly and using a language tailored to the audience Delivering high quality presentations (verbal / written) on timelines, cause and resolution Analysing trends within incident data, uncovering root causes and acting upon these Organising and chairing Post Incident Reviews (PIRs) with a focus on ‘lessons learned’ Ensuring toolsets are updated regularly and accurately

United Kingdom

Dunstable, England, United Kingdom

Managed major and complex system failures, leading technical teams in high-pressure situations. Specialized in service management processes (Incident, Problem, and Change Management), delivering clear communication across both technical and executive audiences.• Led rapid incident detection, escalation, and resolution to minimize service interruptions.• Presented detailed post-mortem reviews with a focus on lessons learned and future improvements.• Ensured toolsets and processes were regularly updated for operational efficiency.

The Technical Service Manager owns the day-to-day, end-to-end delivery of the technical and business services to both Vocalink’s commercial and scheme business both domestically and internationally. The aim is to safeguard the services against risk, manage incidents, and continually strive to improve the customer proposition. The Technical Service Manager is also responsible for ensuring all SLAs are continually met or exceeded.The Technical Service Manager is a key point of reference for both internal and external customers, and therefore must have thorough knowledge of the service and their customer base, including the customers long term objectives. There is an expectation that the role holder is a Subject Matter Expert who is available to travel both domestically and internationally, at times for prolonged periods of time. The Technical Service Manager must have an ability to convert technical discussions into business language and take a business requirement into technical discussions.The Technical Service Manager will work closely with internal and external stakeholders, professionally representing Vocalink at operational industry meetings, lobbying and ensuring appropriate information is shared and justified where appropriate, whilst protecting the Vocalink brand.• Act as a deputy for the Head of Application Support as required. • Manage teams and personnel locally and in geographically diverse locations.• Be a point of escalation for members of staff.• Manage multiple customer relationships both domestically and internationally, managing the day to day SLAs and recognising commercial opportunities, service improvements and risk mitigation.• Ensure preventative root cause analysis identifying all lessons learned from service incidents are fed into ongoing quality improvement plans.• Proactively work with various technical teams and external third party suppliers to manage any open Problem records

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