Gordon Williamson Email and Phone Number

Overall accountability for the service and delivery relationship on behalf of BT with a portfolio of Wholesale customers, building sustainable relationships with senior and executive stakeholders.1. Drives client solutions by acting as a key contact point for the customer, owning the end-to-end service relationship during service lifecycles.2. Leads the service review meetings and joint escalation calls with suppliers and support groups.3. Drives delivery performance to ensure milestones and dates are achieved against agreed time quality and cost objectives.4. Manages processes aligned with the group including change management, service governance and assurance, risk and data management.5. Manages the resolution of incidents and problems according to pre-specified SLAs (service level agreement).6. Drives measures to resolve customer complaints, as well as business process improvements in defects, releases, and customers’ orders.8. Drives the liaising between both external and internal complementary partners within the relevant service support system.9. Ensures the performance of different suppliers and support groups, and adherence to the contract.10. Manages the regular performance evaluation and reporting processes, identifying customer ticket trends in order to understand the customer’s pain points, identifying actions to improve customer satisfaction.11. Supports other members of the team, helping to improve the team’s abilities by acting as a technical resource.12. Champions, continuously develops and shares with team knowledge on emerging trends and changes in service management. 13. Acts as the BT representative and expert for internal and external audits.

Managing a larger team of Desk Based service managers from our Glasgow office, responsible for a portfolio of BT’s largest customers across our Corporate & Public sector and Mobile base. Accountable for overall team performance and aiding our transformation across our customer bases to hybrid and desk based operating models for service management.

Various service management and team leader roles during this time, aiding transformation of our shared desk based service management model across our Global and Enterprise business units, alongside field based service management roles for a portfolio of customers.

Responsible for change and new delivery management for a portfolio of banking and retail customers within BT’s Global division where I was their single point of contact. Accountable for ensuring right first time delivery and all customer communications for change and new delivery.

3 year Higher IT apprentice programme which upon completion, I went on to enhance my learning to BSc (Hons) level.