Caroline Eaglestone Email & Phone Number

Manchester, United Kingdom

Manchester, United Kingdom

Responsible for the delivery of 2 strategic client accounts within contractual and SLA agreements. Management of budgets and finance are a key responsibility to maximimise profit which requires on going consideration of productivity, efficiency and on going business demand.Building and maintaining key client relationships at a number of levels is essential for smooth delivery of the service and maintaining client confidence in Manpower UK's ability to delivery what is required. Presentation of information to senior level Manpower UK Managers and senior client managers, demonstrating an understanding of both the client and Manpower UKs businesses.

Manchester, United Kingdom

Responsible for building and costing IT Service Desk solutions for existing customers looking to grow the scope of their business, customers looking to extend existing contracts and new customers.For growth pieces I worked independantly, providing resource profile costs for any piece of work to be integrated into an existing service and gaining sign off from the Operations Coordinator for that specific service desk as well senioer managment sign off from the UK & EMEA CSC Managers.For renewal and new contracts, I worked as part of a bid team, building solutions for all stages of a tender including Indicative Pricing through to Best and Final Offer, delivering presentations on the solution to senior members of the bid team, senior IBM executives and gaining sign off from senior UK & EMEA managers.

Manchester, United Kingdom

As Operations Coordinator, I had ultimate responsibility for ensuring the delivery of IT Service Desk functions for 3 customers, ensuring service was delivered to the client specific SLAs and reviewing costs, productivity and head count to ensure that the service was being delivered efficiently. Acted as the competency lead for Service Desk within the client contract account team, attending meetings and confrerence calls with senior management on a regular basis as well as attending senior client meetings.

Manchester, United Kingdom

Direct line manager for Service Leader Tier 2s responsible training, development, and appraisals of people in these roles as well ensuring delivery of services for their respective departments within a multi-lingual, multi-contract IT Service Desk to each customer's specific SLAs.

Manchester, United Kingdom

Responsible for managing different teams within a Service Desk with duties including SLA achievement for both telephone contacts and incidents, performance management, liasing with multiple managers across different teams and managers outside of the contract and reporting.

Manchester

During this period I held a number of positions within an IT Service Desk that included responsibilities for inputting customer requires for network and email access, handling customer calls who required an update on, or to escalate, an existing incident, coordinating and managing workloads and ticket assignments for a number of IBM engineers across the UK.