Enhancing the client experience, providing added value and digital alternatives to traditional transactional and secure mail solutions. Working with retail and banking sector clients across the account teams to deliver a customer centric experience with a focus on contracted services for:• Complex data driven transactional and secure print• Digitisation (email / SMS services)• Digital asset management• Hybrid mail solutions• Inbound mail / data capture solutions and payment processingBridging the gap between the account directors and client services. Delivering an agile approach to contracted client requirements ensuring: • KPI / SLAs are achieved• Reporting MBR and QBR as part of the account management team• Problem escalation and management• Service improvement

Combining the 3 disciplines of client services, business development and operations management. As a Service Delivery Manager my role is to deliver service excellence within the Hi-Tech and Retail sectors through managed print services, centralised design / printroom services and technology solutions.Role Highlights / Breakdown• Service delivery manager within the Hi-Tech and retail sector, managing multiple accounts with: Design, marketing and staffed CPS services Unstaffed CPS MPS fleet (offshore and nearshore support)• Account planning and contract management through monthly and quarterly reviews measuring performance through SLAs and KPIs.• Commercial / P&L management and performance.• Responsible for driving SARG (same account revenue growth) through promoting our in house offerings and utilisation of 3rd party print procurement. • Ops management responsibilities for a team of direct and indirect reports –also being responsible for their development and coaching needs.• Change management (TUPE, headcount reductions and offshoring). • Transition projects working within the ITIL framework.• Delivering HR process.• Escalation management.

Head of client servicesNew Business developmentNew Account activationProject managementCommercial ManagementTender preparation and submissionStaff Development and Training

Head of overall operations of a 15 strong creative design team including, creative services, artwork, digital print production, and commercial reporting budget setting throughout the annual retail cycle. Producing POS retail solutions and new media.

Ops manager for team of 35 staff

POS Account manager