Quorum Cyber, founded in Edinburgh in 2016, is a global cyber security specialist, with a mission to defend organizations against threats, breaches, and cyber-attacks, enabling them to thrive in an unpredictable digital landscape. As a Microsoft Solutions Partner for Security and a member of the Microsoft Intelligent Security Association (MISA), Quorum Cyber partners with clients worldwide across various industry sectors.As a customer-facing Service Delivery Manager at Quorum… Show more Quorum Cyber, founded in Edinburgh in 2016, is a global cyber security specialist, with a mission to defend organizations against threats, breaches, and cyber-attacks, enabling them to thrive in an unpredictable digital landscape. As a Microsoft Solutions Partner for Security and a member of the Microsoft Intelligent Security Association (MISA), Quorum Cyber partners with clients worldwide across various industry sectors.As a customer-facing Service Delivery Manager at Quorum Cyber, I oversaw a diverse portfolio of clients, covering the finance, law, media and leisure sectors, acting as their voice and advocate to get the best service experience possible. My core responsibilities included onboarding clients, managing early life support during transition, managing business as usual activities, including creating & conducting service reviews, SLA management, driving continuous improvement, change management and managing client offboarding from Managed Security Services. In order to ensure customer success, I collaborated extensively with cross-functional teams, including Account Management, PMO, Engineering, Security Operations Centre, XDR, Incident Response, CTEM, Threat Intel, Compliance, and Product Development. Show less

Cognyte, formerly known as Verint Cyber Intelligence, is a dominant global provider of enterprise security analytics software. Promoted to this 100% remote position, I led the service delivery for West Europe, including Ireland, Scandinavia, Portugal, and The Netherlands for a period of almost 10 years. Managed multiple accounts across 10 countries, measuring, reporting, and improving Service Levels through both face-to-face and remote interactions. As the dedicated… Show more Cognyte, formerly known as Verint Cyber Intelligence, is a dominant global provider of enterprise security analytics software. Promoted to this 100% remote position, I led the service delivery for West Europe, including Ireland, Scandinavia, Portugal, and The Netherlands for a period of almost 10 years. Managed multiple accounts across 10 countries, measuring, reporting, and improving Service Levels through both face-to-face and remote interactions. As the dedicated customer escalation manager, I promptly coordinated cross-company response in the shortest possible timeframe, in relation to business-critical issues.Managed a team of L2 Technical Support professionals spanning Europe, driving optimal team performance through ongoing coaching, mentoring and development. Collaborated with Customer Success Managers & championed the Customer Success Programme, focusing on customer segmentation, successful customer outcomes and business revenue optimisation opportunities delivered to the Account Management teams.Leveraged agile techniques and service delivery tools, including Salesforce, JIRA, and Confluence to deliver a predictable and responsive service experience. As part of my commitment to continuous improvement, I fostered a culture of creative and customer-focused thinking across people, processes, and systems to better serve security-conscious customers.In summary, my role at Cognyte allowed me to excel in optimising agile service delivery, managing high-performance technical teams, and ensuring customer success across the West Europe territory. Show less

Lead Technical Support Professional leading the support of strategic, high touch clients around Europe.Windows | Sybase | Linux | NetApp | VMWare | CISCO | DELL | CITRIX | Telecoms | Enterprise Software

Senior Technical Support Professional supporting strategic customers around Europe.Windows | Sybase | Linux | NetApp | CISCO | HPE | CITRIX | Telecoms | Enterprise Software

Deployment, integration & support of complex software applications around Europe.VAX VMS | Windows | RMX | Sybase | Solaris | Telecoms | Enterprise Software