Amanda Yates Email and Phone Number
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A highly driven, self motivated, adaptable and dependable Service Manager with over 20 years experience, spanning several disciplines within IT. I have a successful track record in recovering failing services, creating new teams and transitioning service desks globally. I have strong communication, decision making and leadership skills and use these daily to achieve the goals of all the projects I manage and involved with.
Computacenter
View- Website:
- computacenter.com
- Employees:
- 10788
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Global Service Desk Manager (Adidas)Computacenter Apr 2017 - PresentBudapestLeading, managing and transitioning a Global Service Desk for adidas.
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Global Practice Lead For Service Desk TransitionsComputacenter May 2015 - Apr 2017Milton Keynes, United KingdomGloablised Computacenter's Service Desk Transition approach and methodology. Successfully landed multi-language and multi-location service desks for Computacenter.
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Service Desk Transition ManagerComputacenter Jul 2014 - Apr 2015Milton Keynes, United KingdomDuring this period I worked on 3 service desk transitions. The first was improving and consolidating the IT Processes of a new french based global customer. The second and third were providing consultancy and support to our South African Management Team in the transition of two new desks into our off-shore capability.
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Head Of Functional Service LinesComputacenter Uk Jun 2012 - Nov 2013Uk WideAccountable for management of a nationwide team providing end to end ticket management services to over 26 customers ensuring that all in scope incidents and requests were proactively managed to ensure SLAs was achieved. Key achievements during my tenure were launching new service lines and core processes. Key achievements: a reduction of outstanding tickets by 25% in 3 months and a significant improvement in SLA attainments.
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Service ManagerComputacenter Oct 2011 - May 2012Uk WideA secondment to our T&T team (Transition and Transformation). During this time I worked on the service implementation to a new global customer AstraZeneca; working in a consultative capacity to ensure that our 4 global service desks transitioned smoothly into business as usual. I worked closely with each of our desk managers in Dallas, Wilmington, Barcelona and Kualar Lumpur to provide them with direction and coaching on delivering our best practices. One of my key achievements in this role was setting up a Triage Function for the Service Desks in under 3 weeks. The team was required to provide an additional safety blanket for the customer and service desks, due to lack of configuration in the customer’s new Incident management tool.
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Service ManagerComputacenter May 2010 - Oct 2011Uk WideIn our Group Service Desk (GSD) I had a portfolio of 20+ customers, which equated to around 150 analysts and a management team of 25, which spanned over 15 service desks. My role was to work proactively with our onsite service managers and GSD Delivery Managers to ensure that we were continually evolving our services and meeting the needs of our customers. Having this holistic view, I could work with our Delivery Managers to ensure that where innovation and service improvements were implemented on one desk, we could drive this across others. My key achievement in this role was the successful delivery of xMatters, an intelligent communication engine that Computacenter invested in to proactively improve our end to end ticket management across all our customers.
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Infrastructure Service ManagerComputacenter May 2008 - Aug 2010Uk WideIn this role I decided to take a career change and develop my skills in the infrastructure Services side of Computacenter’s business. I managed two virtual teams; Messaging and Wintel, located in 3 of our centres of excellence in the UK. My key achievement here was setting up a Triage Function within Wintel to support our Service Desks, by providing them with valuable feedback to improve first contact resolution and to ensure that end to end ticket management was efficient and we achieved end to end SLAs. By working with our Service Desks to improve first contact resolution at first line, we were able to save money, improve efficiency, increase customer satisfaction and take on additional customers into Infrastructure Services without increasing head count.
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Service Desk Delivery ManagerComputacenter May 2002 - Apr 2008Milton KeynesDuring the 6 years in this role I managed several different service desks, which ranged from multiple to single customer service desks. I proactively became involved in a number of forums and activities involving staff development across our Group Service Desk. I mentored 3 Team Leaders and coached each of them into becoming Delivery Managers. I have managed several successful service desk implementations during this period; one particular achievement was transition 3 on-site customer service desks for Abbey National into one remote service desk managed by Computacenter. For this accomplishment I received a company ‘Gold Award’. In this role I had direct accountability for the service desk cost centres.
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On-Site Operations Manager (Service Desk)Computacenter Jul 1998 - Apr 2002Marylebone, LondonThe Service Desk I managed in this role was based on one of the trade floors for BNP Paribas in London. This was an incredibly demanding environment, with challenging SLAs to achieve. In this role I took the desk from performing at a reasonable level to excelling in their KPIs within 4 months. The customer requested my involvement in the decision making process for their Incident Management tool. I then became pivotal in the implementation of the chosen tool (Remedy) and a new ACD system. I submitted a proposal to the customer on how I could improve first contact resolution at the Service Desk, by increasing the remote capabilities for the Service Desk and encouraging shift left from the 2nd line teams. This was approved by the customer and within 3 months first contact resolution was improved by 18%. For my achievements I received a company ‘Gold Award’
Amanda Yates Skills
Amanda Yates Education Details
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Dunstable CollegeHnc -
Intec Business CollegeDiploma
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Radcliffe Secondary School7 Gcses
Frequently Asked Questions about Amanda Yates
What company does Amanda Yates work for?
Amanda Yates works for Computacenter
What is Amanda Yates's role at the current company?
Amanda Yates's current role is Experienced Global Service Desk Manager.
What is Amanda Yates's email address?
Amanda Yates's email address is am****@****ter.com
What is Amanda Yates's direct phone number?
Amanda Yates's direct phone number is +4417076*****
What schools did Amanda Yates attend?
Amanda Yates attended Dunstable College, Intec Business College, Radcliffe Secondary School.
What are some of Amanda Yates's interests?
Amanda Yates has interest in Children, Poverty Alleviation, Disaster And Humanitarian Relief, Human Rights, Animal Welfare.
What skills is Amanda Yates known for?
Amanda Yates has skills like Itil, Service Delivery, It Service Management, Service Management, Process Improvement, Team Leadership, Team Management, Managed Services, Sla, It Outsourcing, Incident Management, Customer Service.
Who are Amanda Yates's colleagues?
Amanda Yates's colleagues are Simon Peitz, Janine Kind, Jose Luis Faltoni, Giovanni Piazza, Stefan Hummel, Matthew Kiefer, Jérôme Moderno.
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Amanda Yates
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Amanda Yates
Clinical Nurse Specialist At Royal Devon University Healthcare Nhs Foundation TrustTeignmouth -
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