Responsible for the Support delivery in the UK and Ireland. Responsible for team of 50+ analysts with the following responsibilities:• Overall Operational responsibility for the K8 Support Teams• Ensuring that the Team provides an efficient high quality Support Service in accordance with the Service Level Objectives • Development of Service Delivery strategies designed to achieve high quality Service delivery capabilities• Pro-actively and regularly reviewing the skill base and composition of the team to ensure the optimum Service is delivered, making best use of resources and make changes as appropriate • Effectively handling complaints and call escalation requests from customers. • Provide Motivational and inspirational leadership to the support teams encouraging achievement of targets and customer service excellence.• Drive Operational excellence and continual Service Improvement initiatives• Develop, Manage and maintain processes to protect against recurring revenue leakage• Improve the operational systems, processes and policies in support of the Support Organisations Mission-- specifically, support better management reporting, information flow and management, business process and organizational planning• Lead teams to develop client specific strategies and associated tactics to drive client value• Innovate and drive transformational stratagies targeted at maximising the customer experience• Provide Budgetary and financial management of the Support Functions• Develop and Produce an monthly KPI board report that demonstrates continual service improvement and exceeding Objectives• Develop a Demand and Capacity planning model to forecast the impact of Customer acquisition• Develop a high performing culture within the team where service excellence and retention of staff are key• Maintains a thorough understanding and awareness of current trends in ITSM and Support Management

Director of a 50 employee strong Service Management Division providing a mixture of Software, Hardware and Network Support as well as Technical Aftersales Services across 3 Office locations. Member of the UK Management Board . The main duties involve:• Implement Service Management Best Practice to ITIL Standards into the Group driving process improvement through the full service management lifecycle.• Drive Service Improvement initiatives• Provide Motivational and inspirational leadership to the support teams encouraging achievement of targets and customer service excellence• Work Strategically with the other areas of the group to ensure consistent working practices and knowledge sharing.• Develop, Manage and maintain processes to protect against recurring revenue leakage• Build and develop a high performance Service Management function which exceeds agreed objectives and Business Goals

Responsible for Technical Delivery, Support and Partner Management for the Software, Oracle, Hardware, Hosting and Network services.

I manage the Support and Technical Services teams Supporting the K8 and OneOffice Product sets across the business in UK, Ireland and Holland.