Hazel Hogfress Email & Phone Number

London, England, United Kingdom

Responsible for IT service Operations including, Major Incident Management, Continuous Service Improvement, Change, Problem and Incident Management.

Swindon, United Kingdom

Initially recruited to create a team within Application Support to manage 3rd Party relationships and reduce costs. Now managing a total of 30 people including 3 direct reports in two teams, one with a service optimisation agenda and another managing transition of projects from development to live.

Reporting to the O2 Unify Operations Director with operational responsibility for Service Delivery to all O2 Unify contracted customers.ResponsibilitiesProviding technical support services to O2 Unify clients. Responsible for all aspects of the service including field and network engineers and the successful delivery of the contracted service to SLA targets. Dealing with all aspects of staff management, recruitment, development and training. Liaising with Service Delivery Managers to… Show more Reporting to the O2 Unify Operations Director with operational responsibility for Service Delivery to all O2 Unify contracted customers.ResponsibilitiesProviding technical support services to O2 Unify clients. Responsible for all aspects of the service including field and network engineers and the successful delivery of the contracted service to SLA targets. Dealing with all aspects of staff management, recruitment, development and training. Liaising with Service Delivery Managers to continually improve service. Forecasting resource requirements according to pipeline staying within budget while ensuring SLA and KPI targets are met. Show less

Reporting to the O2 Unify Operations Director with responsibility for Service Delivery to all O2 Unify contracted customers.ResponsibilitiesProviding technical support services to O2 Unify clients. Responsible for all aspects of the service including field and network engineers and the successful delivery of the contracted service to SLA targets. Dealing with all aspects of staff management, recruitment, development and training. Liaising with Service Delivery Managers to continually… Show more Reporting to the O2 Unify Operations Director with responsibility for Service Delivery to all O2 Unify contracted customers.ResponsibilitiesProviding technical support services to O2 Unify clients. Responsible for all aspects of the service including field and network engineers and the successful delivery of the contracted service to SLA targets. Dealing with all aspects of staff management, recruitment, development and training. Liaising with Service Delivery Managers to continually improve service. Forecasting resource requirements according to pipeline staying within budget while ensuring SLA and KPI targets are met.AchievementsRecruited and established the O2 Unify Service Desk in August 2011 and expanding the desk over time according to customer demand. Working closely with colleagues in other teams to bring all aspects of the service under the Unify banner and ensure everyone is working to the same standards. Successfully bringing major clients into service, maintaining high quality service and exceptional standards. Show less

Reporting to the Support Operations Director with responsibility for the delivery and renewal of the Nuffield Health managed service contract, valued at £1m.ResponsibilitiesManaging 1 team leader with a team of 14, providing technical support services to Nuffield Health. Responsible for the successful delivery of the contracted service to SLA targets. Managing service level issues to customers’ satisfaction. Attending monthly service reviews and ensuring the highest level of customer… Show more Reporting to the Support Operations Director with responsibility for the delivery and renewal of the Nuffield Health managed service contract, valued at £1m.ResponsibilitiesManaging 1 team leader with a team of 14, providing technical support services to Nuffield Health. Responsible for the successful delivery of the contracted service to SLA targets. Managing service level issues to customers’ satisfaction. Attending monthly service reviews and ensuring the highest level of customer satisfaction.AchievementsRecruited at a time when customer satisfaction was very low, the existing 5 year contract only had a year to run, and the customer was unlikely to renew. Successfully turned the contract around and ensured renewal was achieved in November 2010. Show less

Management of first line support services

Documented SLA and OLAs for internal and external suppliers. Acted as Incident Manager and Escalation manager for Major Incidents. Worked with problem management team to identify known issues and quick wins.

Technical support to external customers on Kerridge suite of software.

Msc, It

Ba, Sociology