Heading up the Services department reporting directly to the Chief Executive Officer providing leadership, strategic direction and management of the Technical Services support desk, Professional Services, Project Management Office, Service Delivery Management and Business Operations Team.• Defining and implementing operational strategy• Commercial forecasting and governance.• Recruitment and Training strategy• Staff Development and coaching• Developing and using new technologies to support business efficiency• CSI ownership• Quality and Knowledge Management

• Management of the IT Service Desk • Executing the transformational strategy in line with business growth targets • Financial management (budgeting and P&L management) • Operationally leadership and people development • Operational delivery of all Managed 24/7 managed service agreements • Continually improve and refine operational delivery utilising best practice methodologies • Develop, implement and maintain processes which adhere to ISO framework accreditation's • Encourage an ethos of innovation activities• Implements strategy, methodology and direction for the Service Desk. • Provides people management and development as well as business leadership. • Selects, develops, and evaluates personnel to ensure the efficient operation of the function. • Creating a cross function collaboration methodology with Technical Service Delivery • Engages with sales as required to support new business opportunities • Identify and implement improvements in operational working practices utilising the ‘shift left’ operating model. • Work closely with Technical Service Delivery, Project Management and Service Management to ensure the quality of service and adherence to contractual obligations • Responsible for identification of training requirements and appraisals of immediate reports. • Ensure direct reports understand their responsibilities and provide support, guidance, escalation and empowerment to enable the highest performance from all individuals. • Manage the performance of services provided by the Service Desk teams to clients as per agreed contract and ensure that Service Levels are achieved. • To ensure adherence to appropriate service management principles - ITIL led; Incident Management, Request Management, Escalation Management, Access Management, Event Management, Configuration Management, Problem Management, Change Management, Risk Management, Major Incident Management

• Working in a challenging commercial environment• Leading a team of 90+ Analysts, inclusive of 1st Line Support, Hardware Support, Incident Management, Request Management, Escalation Management and 5 Team Leaders • Building and maintaining effective working relationships internally and externally• Gaining credibility and adding value from providing appropriate support• Ensure service obligations are met (contractual SLA, KPIs, eCSQ targets)• Ensure optimal service delivery and that SLA’s are constantly achieved• Manage, develop and coach team of Team Leader and implement performance management solutions where required• Liaise with colleagues to ensure best practice and continual improvement in delivery of service to the business• Establishes productive relationships and networks at an operational level to build and maintain customer relationships• Awareness of Financial and Commercial forecasting and performance• Managing cost lines of budget/P&L to maintain spend in line with budgetary limitations• Develop best practice policies and procedures for functional area• Attend Monthly Service reviews, and Customers reviews• Escalation point for Service Desk issues, ensuring service management and senior customer awareness of major service issues• Efficiency and Productivity targets are met or exceeded• Awareness of Financial and Commercial forecasting and performance• Performing Team Leader monthly/Annual reviews including 360 feedback sessions• Resource planning using Erlang method• Succession planning• Maintaining and improving employee satisfaction targets• Manage the workflow and resources of the team to meet Computacenter’s contractual obligations• Proactively identifies and drives service improvement initiatives

• Management of a desktop support team consisting of 22 second line analysts.• 2nd line support for 5 customers. • Manage, develop and coach team of direct reports and implement performance management solutions where required• Responsible for SLA/KPI attainment for 5 customers• Escalation Management• Management of client relationships across numerous customer sites• Promotion of (PASS12T) shift left activity• Management of eCSQ’

Managing a team of 40 First line Analysts, 40 request Analysts, MIM and Escalations Team. Responsible for KPI attainment. Management of client relationships across various customer sites. Development and training of direct reports. Financial responsibilities. Handling escalations. Completing Daily, Weekly and Monthly Reports Providing a leadership example to the team. Constantly working on Continual Service Improvement (CSI) to add value to our customers needs.