Daniel Potter Email & Phone Number

Peterborough, GB

Milton Keynes, GB

• Ensure effective delivery of cybersecurity services, including incident response, threat management, and compliance monitoring, in accordance with SLAs and contractual obligations.
• Serve as the primary liaison between clients, internal teams, and external vendors, facilitating communication and alignment on cybersecurity initiatives.
• Oversee the incident response process, ensuring timely resolution, root cause analysis, and implementation of corrective actions.
• Develop, monitor, and report on performance metrics and KPIs to evaluate service effectiveness and identify improvement opportunities. Conduct regular risk assessments to identify vulnerabilities and recommend.
• Implement and refine cybersecurity processes based on industry best practices, regulatory requirements, and client feedback.
• Manage the cybersecurity service budget, ensuring resource allocation aligns with business priorities and strategic goals.

Madrid, Madrid, ES

• Telefonica Tech UK&I – Service Delivery Manager
• Collaborated with the Sales Lead to identify cost-reduction strategies that maintain customer satisfaction while effectively managing commercial budgets.
• Acted as the primary escalation point for critical service delivery issues, successfully resolving 98% of escalations within established timelines.
• Executed process development and improvement roadmaps for multiple ITIL processes, enhancing alignment and business outcomes.
• Fostered and maintained positive customer relationships by identifying needs and overseeing service delivery.
• Developed, monitored, and reported on comprehensive performance metrics and KPIs aligned with IT service deliverables and contractual obligations.

London, England, GB

• Manage client service performance in alignment with contractual agreements, ensuring achievement of Service Levels.
• Oversee operational responsibilities for service delivery targets, SLAs, OLAs, and contractual compliance, while developing processes to meet required service levels.
• Analyse complex technical data, including schematics and flow processes, to assess trends and present findings to non-technical stakeholders.
• Ensure timely delivery of service reports that meet quality standards and fulfil contractual obligations.
• Produce a range of ad-hoc and regular IT reports for both technical and non-technical audiences.
• Identify and develop performance improvement and commercial opportunities through a continuous improvement program.

London, England, GB

• Led Service Transition Projects, managing risks, governance, and quality assurance to ensure seamless implementation of new services.
• Communicated effectively with internal and external stakeholders throughout the transition lifecycle.
• Coordinated with suppliers and internal teams, overseeing planning, timelines, and deliverable expectations.
• Managed change control to address deviations from baseline design, including commercial adjustments.
• Conducted post-project reviews to identify improvements in cost, quality, and customer satisfaction.
• Provided early life support and escalations during service infancy, ensuring high levels of service delivery satisfaction.

London, England, GB

• Lead and mentor a team of IT professionals, overseeing daily operations of the service desk to ensure timely resolution of incidents and service requests.
• Manage people through expectation setting, conducting 1-2-1 meetings, overseeing annual leave, facilitating personal development planning, and handling return-to-work processes.
• Act as the primary escalation point for complex issues, collaborating with stakeholders to drive resolutions.
• Deliver high-quality IT support aligned with SLAs and KPIs, focusing on customer satisfaction and service efficiency. Implement process improvements based on service metrics analysis, manage incident and problem.
• Monitor performance metrics to meet operational targets and produce reports for senior management.
• Effectively manage team resources and ensure compliance with policies and data protection standards.

London, England, GB

• Acted as the escalation point for both internal and external customers, ensuring ownership of issues from identification through to resolution, while recommending corrective actions for Team Leaders to implement.
• Ensured strict adherence to company processes, procedures, and contractual obligations, consistently maintaining high levels of customer service.
• Conducted regular monitoring of service queues and dashboards, taking proactive measures to uphold SLA performance and maintain service quality.
• Performed quality assurance reviews of incident handling, providing Team Leaders with documented feedback and actionable insights to enhance performance.

London, England, GB

• Act as the first point of contact for all IT-related queries and issues, logging and categorizing incidents in the service desk system.
• Diagnose and resolve technical issues related to hardware, software, networking, and other IT systems, escalating more complex problems to the appropriate teams as necessary.
• Provide excellent customer service, ensuring that all user requests and incidents are managed efficiently and effectively, with clear and timely communication throughout.
• Maintain detailed records of all support activities, creating and updating knowledge base articles and technical documentation as needed.
• Liaise with other IT teams (2nd and 3rd line support, infrastructure, and applications teams) to ensure the smooth resolution of escalated incidents and requests.

London, England, GB

• ITIL v3 FOUNDATION JANUARY 2011
• Providing efficient customer focused Helpdesk Support to data provider’s
• Adhering to DSD quality standards and procedures
• Recording calls using in house CRM system
• Collecting and processing complex surveys and analysing origins of errors, contacting relevant party to explain problems, seeking the correct information.
• Providing secretariat support and general assistance to Deputy Director, Senior Management Team and Project Managers

Espoo, Southern Finland, FI

• Responsible for the structuring of a procedure for site bookings, access rights and contacting customers which developed to use for site implementation and creation of specialist software.
• Using a bespoke piece of O2 software to create network outages for engineer’s site activities.
• Creating incident cases for failures or problems that were encountered on site by engineers.
• Became the key liaison for all of the O2 projects between O2 and Nokia.
• Database management, supervisor for site engineers, scheduling resources, site certificates and reports, site outages and deficiency clearance.