Service delivery management, for SAP HR, Payroll, Materials Management, Basis. PI/PO etc… on boarding of SaaS solutions and delivering a service. Working with offshore teams for media.

Lead Client Service Manager for Partner Services. Delivering service in both a SIAM model with a managed service desk offering and break fix services. Ensuring Contract Governance maintained, writing reports, attending and delivering detail at Client Service Reviews. In addition to this, promoting continual service improvement and providing customer advocacy is assured. The role also encompasses problem management.

Various solutions for Police, Ambulance Services and Health Solutions.Implementation of the Athena connect solution for live service. A new application that will enhance police performance.Applying ITIL contract into live operation, and setting up processes to support the KPIs /service delivery.Ensuring training delivered and knowledge obtained in preparation for supporting a new and live application.Managing teams across different locations to provide 2nd line technical… Show more Various solutions for Police, Ambulance Services and Health Solutions.Implementation of the Athena connect solution for live service. A new application that will enhance police performance.Applying ITIL contract into live operation, and setting up processes to support the KPIs /service delivery.Ensuring training delivered and knowledge obtained in preparation for supporting a new and live application.Managing teams across different locations to provide 2nd line technical support to the Public Safety Service Teams and Customers using ITIL as a best practice.The aspect of the role encompasses managing established teams and products- maintaining KPIs and Customers to developing a new team, enhancing their skills, implementing processes and preparing them and the customer for the live environment on new applications into the customer base/ market.As with all 2nd line managerial support roles this encompasses the following:• Successfully managing 2nd line Helpdesk for bespoke Software applications.• Delivering service in line with challenging customer and internal targets.• Managing escalations and taking ownership for the resolution of customer issues.• Enhancing Service Desk performance through training, skills uplift and recruitment.• Building the team through active staff management.• Creating and implementing ‘Best Practice’ processes.• Implementing targets to enhance customer KPIs.• Managing relationships across internal departments• Stakeholder management.• Cross team working, communications and setting standards.• Implementing Knowledge Bank, Problem Management, Known Errors into Service Managements. Show less

Managing the 2nd line support teams for Public Protection (Trading Standards / Environmental Health), Social Services applications and Mapping software solutions.

Various Roles from starting a new team from the ground up in Managed Network Services, to Maintenance Control and Managed Services. Services transitions were a key part of this role. implementing and writing best practice standards. This entailed managing the team members, customers and customer requirements from concept through to service delivery. Creating reports and ensuring KPIs adhered to and delivered/ exceeded.During my time at Siemens I was part of the team responsible for… Show more Various Roles from starting a new team from the ground up in Managed Network Services, to Maintenance Control and Managed Services. Services transitions were a key part of this role. implementing and writing best practice standards. This entailed managing the team members, customers and customer requirements from concept through to service delivery. Creating reports and ensuring KPIs adhered to and delivered/ exceeded.During my time at Siemens I was part of the team responsible for writing business end to end best practice and subsequently part of the build team applying the standards into SAP for service. This was a partnership between Siemens and SAP. I also took on the role as test co-ordinator for the SAP project and managed training delivery for end users across Siemens Communications.Project Management skills also required Show less

Implement new customer accounts/ contracts into LIVE service.Attend customer service reviews.Apply KPIs and ensure customer SLAS achieved.All people management aspects of team management.