Alison Mcrory Email & Phone Number

Nairn, Gb

Livingston, Scotland, United Kingdom

Livingston, Scotland, United Kingdom

Working for an IT Supplier I was assigned to a gas utilities customer and based myself out of their head office. My main role was to be the voice of the customer internally and ensure SCC were meeting their contractual obligations whilst continually striving to improve the service we delivered. Duties Included: • Contribute towards and support in the resolution of account issues, escalations and taking ownership of BAU faults• Support the financial and commercial processes working closely with the Account Directr• Own the Customer Satisfaction process collating, analysing and working with the customer to share positive stories internally and address any negatives. • Measure and maintain KPI’s / SLA’s, creating a “Back to Green” plan to address failures. • Chair and delivery the Monthly Service Review (MSR). Creating the reporting pack to outline the previous month’s performance.• Meet with internal and external key stakeholders to access and remediate risks to service where possible• Assisting in project management from a delivery perspective with full visibility from the start. • Responsible for accepting completed projects into service and ensuring the delivery teams are able to meet the requirements asked. • Review Request for Change (RFS) and Contract Change Notifications (CCN) from a commercial perspective and ensure no impact to service delivery

Bristol, England, United Kingdom

• Responsible for the efficient and effective design and implementation of the Major Incident Management processes.• Oversee the processing and coordination of appropriate and timely responses to Incident and Major Incidents • Keeping clients up to speed with the progress of an incident towards service restoration.• Providing integration across all parties involved in the management of incidents and major incidents, working with suppliers (including the Service Desk) to ensure a coordinated response. • Assure the quality of supplier work and establish a clear governance framework with appropriate reporting and escalation paths for suppliers to follow.• Carry out the corresponding reporting on incidents to ensure that the process is delivered and conforms to service agreements.• Supervise the escalation of incidents from the Service Desk and proactively manage select incidents, should it be required to resolve within the agreed service levels.• Liaise with the Change Manager to determine if a Change is required and as such, if to proceed via the Change Management process.• Overview the transition of new services to ensure there will be no impact to BAU.

Inverness, Scotland, United Kingdom

• Highland Transition Lead for the on-boarding of new Environment Agency / DEFRA / RPA Service Desk Contract, specifically:o Agreeing new SLAs and KPIs o Creating new knowledge base for the 3 agencies o Fully reviewing, understanding and implementing the new service credit model, educating the desk to ensure the o Ensuring the desk had the tools and training to fulfil the new contractual requirements• Aiding the account though the transition from the ITSM ticket logging tool to Service Now • SDM Dev-Ops Lead for the Highlands• STEM Ambassador for Capgemini working with the local university and schools. • Escalation point for Account Tower Lead and key Client contacts. • Collaboratively negotiate with 3rd parties and BAU teams to ensure delivery to SLA and KPIs, whilst looking at options to improve service and deliver more effectively and efficiently through items such as cost control. • Liaising with Project Managers primarily to ensure service is protected via the Service Integration process, but enable fee-earning projects to complete, deliver additional revenue, and where applicable increase service run charges, improving Account margin further. • Dealing with Clients via Tower Service Reviews to deliver customer satisfaction, whilst offering process and productivity improvements to generate further benefits.

Inverness, Scotland, United Kingdom

• Overall responsibility for the successful delivery of service desk IT support within the Inverness and Nairn service centres. • Liaise closely with key contacts to ensure excellent relations are established and maintained within my area of responsibility, both within company and client contacts, and act as an escalation point.• Provide consistency across teams in the delivery of services ensuring company processes and procedures are implemented and adhered to following the ITIL principals. • Ensure that the services provided by the teams are continually revised, improved and evolved to meet new delivery methods, practices and business requirements• Manage available resource levels and seek to improve utilisation whilst maintaining staff morale • Develop, manage and maintain effective working relationships with all service contacts • Provide a well structured and open working environment in which Team Leaders are service focussed, motivated and feel encouraged to take on new challenges, improve service delivery and develop their skills, inclusive team meetings etc. • Communicate regularly and effectively with staff working on the respective client services to ensure they are kept informed of, and encouraged to be involved in all relevant client-related activities• Comply with legislation surrounding health and safety, maintaining the security and integrity of all data within my area, and supply extensive staff management and knowledge of workplace legislation.

Inverness, Scotland, United Kingdom

• Full understanding of the Service Desk and Incident Management functions • Working collaboratively with MIM / Service Desk Management promoting team working and service improvement. • Ensure service and quality is kept in line with key performance indicators (KPI), competencies, behaviours and skills through monthly appraisal set by the company and the client.• Coordinating and scheduling in house training from induction to ongoing refreshers courses• Maintain all elements of HR and delivery of process.• Mentor and develop new and aspiring team leaders • Recruitment for company both external and internal, interviewing and assessing potential staff as well as coordinating recruitment days.

Inverness, Scotland, United Kingdom

• Identify the root cause of incidents and ensuring preventative measures are in place to prevent any reoccurrences where possible.• Chairing conference calls with resolving teams ensuring all identified problem records progress in a timely manner• Report creating to clearly identify call trends on the service desk and feeding back to the client

Inverness, Scotland, United Kingdom

• Managing the relationship between Capgemini and Third Party Engineers• Ensuring Engineers attended the client site and had all the necessary information • Implementation of new process documents to allow new team members to be trained with ease.