Dan Wright Email & Phone Number

United Kingdom

London, United Kingdom

London, United Kingdom

Canterbury, United Kingdom

The Service Manager Role has executive focus from both organisations and thus means the role is highly visible and transparent. It demands timely and thorough turnaround of issues, being politically astute and sensitive to all parties.Collaborate with global helpdesks, engineers, carriers, 3rd party suppliers to meet the customers’ requirements with minimal delay. Conduct regular customer facing service reviews; maintain agenda, minutes and actions through to completion. Provide monthly SLA reporting, stewardship, oversee project management and input into internal initiatives to increase revenue and customer satisfaction (CSAT) results. The role demands effective communication, planning and project management skills to achieve customer deadlines for delivery of services.In addition, undertaking internal project roles/focal point status for projects and ongoing business improvements.

Managed companies within AT&T’s Top 100 client base. Provided dedicated support for project stewardship, network reporting, escalation of network related problems. Liaise with global helpdesk, engineers, carriers, 3rd party suppliers with goal to meet customers’ requirements with minimal delay. Conducted regular customer facing service reviews to improve cust sat.

Customer Implementation Group. IBM UK Ltd & AT&T BusinessOn June 1st 1999, AT&T requisitioned IBM Global Network Services and this role was transitioned. Organised and initiated the training, education, mentoring and personal development of new and existing employees into the group. These encompassed educational courses, ensuring PC’s, desks and relevant software and programs were ready for use and ensuring that full training was given. Also managed hardware procurement team to meet overall teams objectives. Resolved sensitive customer orders which required high level support both locally and globally. Coordinated procedures and processes to meet requirements of ISO 9001 (Company working instruction documentation).