I am a qualified ITIL Service Manager (v2 Manager Distinction, v3 Expert) with a passion for excellent client service and dedication to leveraging the capability of IBM to our people. I joined IBM in 1999 where I have specialised in large client outsourcing deals. I have been a member of the GTS Top Talent community and programme since it's inception (renewed annually) and am currently a Line Manager and Unit owner within our Service Management competency. I strongly value building organisation capability and personal effectiveness and structure and have my own models that have been successfully deployed. I have also specialised in building effective client relationships, devising a values and emotion based way of measuring satisfaction.I began life in IBM as a programmer in Application Services, learning the software release and project lifecycles, developing an information management solution that was accepted onto IBM's Intellectual Capital Management repository. Subsequently I have moved into Service Management where I have developed a reputation as a leading expert in our UK Service Management practice, establishing Service Improvement Programmes on several accounts having performed structured reviews of their capability.I have created, in its entirety, a Personal Effectiveness programme to help our community grow their 'Emotional Equipment' to be effective in the modern world, particularly as Emotional Intelligence is so prevalent in personal success. My programme includes self-written webinars, podcasts, personal studies and a library of information from celebrated works on Emotional Intelligence, Habits of Effective People, Self-Deception and so on.