Emma Irvine Email and Phone Number

Working closely with customers to understand their strategic learning, talent and development requirements and providing solutions to bring true value that enhances the performance of their people.

As Service Delivery Manager at QA, Emma is responsible for providing a high quality, dedicated, service delivery function for major clients. Emma's main responsibilities are as follows:  Being the escalation point for all client stakeholders regarding any aspect of the relationship. Ensuring SLAs are achieved and customer expectations are met (or exceeded).  Building service relationships within client organisations. Working alongside the Account Manager to propose any bespoke solutions. Ensuring that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery. Providing reports to an agreed schedule (or on request), including management and account performance reports. Leading service review meetings; areas covered include performance reports, service improvements, quality and processes.  Managing the performance of external services/suppliers to the client, in accordance with agreed contracts and service levels. Providing a focal point for escalation of issues between the partnership and its external suppliers of IT services.