Anth Maddison Email & Phone Number

York

Client Management and Onboarding: Oversaw the entire client onboarding process, ensuring a seamless transition and strong initial client engagement.Client Escalations Point: Acted as the primary escalation point for executive-level issues, effectively managing and resolving client concerns.Account Management: Maintained and nurtured client relationships through proactive account management, enhancing client satisfaction and retention.Third Party Supplier Management: Managed third-party supplier contracts to meet performance targets, ensuring compliance with service levels.Client Relationship Management: Strengthened client relations through quick and effective issue resolution, serving as the primary liaison for client interactions.Supplier Management: Ensured supplier performance met contractual obligations, driving service level compliance.

Cobalt Business Park, England, United Kingdom

• Incident Resolution Leadership: Directed a team to manage and swiftly resolve major incidents, minimizing operational downtime.• Critical Incident Escalations: Acted as the main point for critical incident escalations, coordinating across teams for quick issue resolution.• Process Improvement Initiatives: Implemented process enhancements, boosting the efficiency and effectiveness of incident and problem management.• Service Improvement Plans: Worked with leads to develop and execute service improvement plans, improving SLAs and customer experiences.• Holistic Improvement Efforts: Contributed to broader business improvements, optimizing onboarding and advising on work methods.• Client Relationship Management: Maintained client satisfaction as the primary contact for escalations.

• Incident Management Leadership: Managed incident processes for rapid issue resolution, consistently surpassing SLAs.• Change Management Implementation: Initiated change management processes, reducing interruptions and improving change oversight.• Client Relationship Management: Primary liaison for executive escalations, strengthening client relations through quick and effective issue resolution.• Recruitment and Team Development: Led recruitment and development, aligning staff with our culture and fostering career progression.• Business Improvements: Identified and implemented strategies for operational efficiency and growth, evaluating partnerships for alignment with our goals.• Supplier Management: Managed supplier contracts to meet performance targets, ensuring service level compliance.• Project Transition and Service Desk Enhancement: Improved project transitions and transformed the Service Desk into a highly effective team.

Northallerton, England, United Kingdom

• Implemented Problem Management processes and led Change Management to streamline operations and reduce service disruptions.• Coordinated changes to ensure minimal impact on services.• Managed Technical Services Owners and Service Transition Analysts, overseeing their contributions to service continuity.• Worked closely with Project Managers to facilitate smooth project transitions.• Facilitated understanding of business requirements among Project Managers, aligning projects with organizational goals.• Managed incident escalations and project transitions, maintaining operational excellence and client satisfaction.

Peterlee

• Incident Management Expertise: Led comprehensive incident management operations, ensuring service targets were consistently met across various accounts, including high-security government contracts.• Daily Operations Report Meetings Leadership: Directed DORM sessions, facilitating effective communication between operational leads and the Service Delivery team to swiftly resolve critical incidents and disruptions.• Client Relationship Management: Proactively managed client engagements, addressing escalations, complaints, and SLA reporting to maintain and enhance client satisfaction.• Incident Lifecycle Coordination: Supervised a team of Incident Lifecycle Coordinators, ensuring timely incident updates and resolutions, while also providing mentorship and training for their professional development.• Problem Management and Root Cause Analysis: Conducted thorough analysis of incident trends and patterns, leading root cause analyses to identify and mitigate underlying issues, reducing future disruptions.• Supplier Management: Managed relationships with suppliers, ensuring alignment with contractual obligations and service level expectations, facilitating improvement processes, and engaging in constructive dialogue.• Operational Improvement Initiatives: Initiated and led projects aimed at enhancing operational efficiency, promoting best practices, and optimizing client satisfaction to address and resolve critical business challenges.• Staff Recruitment and Development: Played a key role in the recruitment and development of staff, conducting interviews to select candidates and fostering talent growth within the organization.

County Durham, Uk

• Led the Major Incident Management team in a high-pressure role. • Responsible for managing all high-level business critical incidents, classified as ‘critical or major impact’ cases. Managed the life cycle from an issue’s start to it’s resolution, or acted as the escalation point for other Major Incident Managers. • Led on bridge calls dealing with outage’s including technical and operational leads as well as the client, to ensure service restoration in a timely manner. • Producing PIR’s on major incidents on the underlying cause, any reoccurring patterns or improvements, and fed back into Service Management. • Provided end to end business communication to all stakeholders during outages. • Producing management reports including KPI’s. Led weekly calls with senior stakeholders to discuss outages and potential for improvements. • Led best practices improvements around ITIL and ensured link up with other Service Management, such as Incident, Problem, and Change Management. • Reviewed and audited all Incident Management processes. • Covered on call and provided an escalation point for business critical issues outside normal hours when not on call. • Managed, trained, and developed new MIM’s.

• Team Leader with a proven track record of managing a high number of staff. • Able to cope in an extremely busy call centre/helpdesk environment while still working to very high standard and meeting targets. • Responsible for all training and coaching needs across the desk in relation to soft skills and improving the customer’s experience, with tangible results.• Single point of contact for several major third party suppliers, as well as with our recruitment agency, providing a continuous improvement in staff knowledge and ability. • Responsible for overseeing the Incident Management team dealing with business critical issues surrounding our main clients. Worked closely with several other areas of the business, primarily Service Delivery and Problem Management. • Responsible for Root Cause analysis of problem incidents, documenting and feeding this back to the client via teleconferences, meetings and mail. Attended weekly meetings as Problem and Incident Lead with Change Management and Service Delivery. Responsible for identifying, documenting, analysing, tracking and ultimately resolving all problems within the service desk.• Familiar with ITIL and writing new processes as needed. • Designed, implemented and audited a complaints/escalations procedure to fit with client needs. • Responsible for interviewing and recruiting new members of staff.