Jane Souter Email & Phone Number

A highly motivated, passionate, and experienced International IT Service Desk and User Access Manager. Experience of managing a dual time zone and highly effective Service Desk with in excess of 15,000 multi-channel contacts per month, with > 85% first time fix. Managing team leaders in multiple time zone locations. Possessing 25+ years' experience in delivering a world class service to customers. Demonstrating the ability to adapt to an ever-changing environment and to communicate effectively in face-to-face or email, and at all levels within the business. Under my leadership, my team continually achieve their agreed KPIs/SLAs. I specialise in leading high performing, productive teams with a collegial culture and I am very passionate about delivering excellent Customer Service across the board. I take great pride in knowing that the teams I lead and manage report being very satisfied with my management skills and approach. I’m also highly respected amongst my colleagues. I have experience in SDi and iTIL methodologies. I have undertaken various roles within my time employed at My current role , all of which have been customer focused: Worked for a Global Service Centre in Poland and was fundamental in setting up a new Service Desk integrate with the APAC desks and close the UK operation. I created an integrated environment with consistent customer experience supported by the right environment, policies and procedures. I was additionally responsible for: • Setting up the Service Desk in Warsaw to include wallboards, environment, telephony,• Integration of Asia and Australia desk to form 24/5 international service desk function,• Recruitment of Service Desk Analysts, 1st and 2nd line/team leaders,• Embedding one team ethos and culture between time zones and locations,• Training, development and quality procedures for people and processes,• coaching of major incident managers,• Day to day management of the International Service Desk in Warsaw, Australia, and Asia,• Updating processes and KPIs• Worked with Transition Management to ensure services are transitioned in to live effectively,• Quality assurance of training and service delivery,• Overseeing resource and shift planning including Erlang C,• Acting as a senior escalation point,• Service Owner of Service Desk and User Admin enabling toolsets (e.g. Contact Centre platform etc),

Listed skills include Change Management, Management, It Service Management, Project Management, and 6 others.