Deborah Mann Email & Phone Number

Southampton, England, GB

Responsible for overseeing the Project Management Office for a Service Improvement Programme

Walton Park, Portsmouth

Working on the Customer Experience Programme. Previous projects were citrix 7.6 upgrade and project managing 2 Mobile Command Units for SGN.

Chandlers Ford

• Undertakes regular Service Reviews with B&Q Business Owners
• Negotiates, agrees and maintains the Service Level Agreements with the Customer
• Negotiates, agrees and maintains the Operational Level Agreements within KITS
• Acts as co-ordination point for any temporary changes to required service levels (e.g. extra support hours required by the customer, reduced levels of service due to required IT maintenance)
• Continuously improves a comprehensive and appropriate set of service metrics.
• Demonstrates a practical approach to driving continuous improvement of the processes which directly manage the delivery of services

Perivale Business Centre

• Responsible for account portfolio worth £3m revenue
• Responsible for EPOS services and hardware support delivered to Tesco.com, Tussauds and Arcadia
• Responsible for developing and maintaining a successful business partnership with all cu
• Responsible for profit and loss for customer accounts
• Managing third party contracts and supplier relationships
• Provision and analysis of service reports identifying trends, service improvement and cost savings

Hertfordshire/Chandlers Ford

• Overall responsibility for the cost-effective delivery and account management of a Desktop Support service contract to Kingfisher IT Services (KITS)
• Compiled and presented numerous proposals for service expansion and ad hoc project work, resulting in contract growth.
• Responsible for contract profit and loss and authorisation of expenditure against budget
• Overall responsibility for 8 permanent employees and 9 contract staff
• Responsible for the design and implementation of a support solution for delivery of Wincor Nixdorf contract to the Foreign Commonwealth Offices across 131 countries worldwide

Chandlers Ford

• Overall responsibility for the cost-effective delivery and account management of a Desktop Support service contract to Kingfisher IT Services (KITS)
• Compiled and presented numerous proposals for service expansion and ad hoc project work, resulting in contract growth.
• Responsible for contract profit and loss and authorisation of expenditure against budget
• Overall responsibility for 8 permanent employees and 9 contract staff
• Responsible for the design and implementation of a support solution for delivery of Wincor Nixdorf contract to the Foreign Commonwealth Offices across 131 countries worldwide

Chandlers Ford

• Managed the procurement of maintenance parts to deliver the desktop support service.
• Responsible for collating and presenting statistical information to B&Q for contract charging purposes.
• Managed customer service expectations with regular effective communication and negotiation.
• Defined and reviewed key ITIL processes and procedures that support the delivery of quality service, identifying improvements.
• Regularly reviewed and modified B&Q project implementation plans and post live support documentation to prevent adverse effect on the stability of business-as-usual service.

Various