Lead Service Manager for key Strategic Accounts.- Ownership of the end-to-end Customer Experience.- Escalation Management for critical Service/Change requests and Incidents.- Defining and executing Continual Improvement plans.- Creation and ownership of Governance models to CxO level.- Measuring Service Performance against agreed SLAs/KPIs.- Development of improved RFP (Request for Proposal) model.Key Achievements:2024 Impact Award for Management and Onboarding of new Clients.2022 Connection Award for Customer Service and Revenue Contribution increasing annual revenue by ~$370k.2019 Service Distinction Award for development of new Service and Governance model for key Clients2017 Service Distinction Award for development new Operational Model for Unified Communications Clients.2017 Excellence in Energy Award for services to the Oil and Gas Vertical.

- 1:1 reviews, input to team performance appraisals.- Creation and implementation of Individual Development Plans (IDPs)- Development and implementation of training programme for team members.- Providing cover for Service Director.- 1st line of escalation for team issues. - Hosting management team calls.- Holiday management and coverage.

Role Summary:- Project Manager for AT&T's key clients including AT&T Williams and Formula 1 network. - Global single Customer point of contact within Service Delivery for multiple service lines.- Responsible for end to end management and delivery of complex projects on a global scale.- Ensuring projects are delivered and migrated within SLA, and ahead of Customer deadlines.- Successful implementation of Proof of Concept solutions. - Liaising with Sales / Service Management to identify Customer critical sites at point of order.- Managing expedites, and escalations to Senior Management level.- Building relationships, managing a virtual team of engineers and order specialists in multiple regions.Key Achievements:2009 Service Excellence Award.2007 Global VPN Service Delivery Award.Global Access Optimisation Initiative- Key player in defining and trialing processes rolled out to Most of World Access Optimisation team.- Liaising with Access Management functions to identify for cost savings. - Responsible for cost savings circa £30,000 PA prior to moving from the team.ISPY: Involvement of design and implementation of a new reporting tool, automating data retrieval, thus increasing productivity.Project Management of major AVTS rollout - Additional roles include defining new process to improve cycle time, hardware configuration, circuit ordering, lifecycle and maintenance equipment tracking.

Accountable for site level ordering activities for AT&T’s flagship services. - Site Validation – ensuring technical and geographical data is correct.- Circuit ordering and delivery.- Equipment ordering and delivery.- Co-ordination of internal and external parties to schedule and manage installations.- Technical support during faults.- Ensuring timely updates to the customer and internal AT&T teams.- Escalation management, Vendor Management

- Level 1 Customer Support for AT&T's flagship services including MPLS, VSAT, Mail and Remote Access services. Initial fault management, monitoring of pro-active tooling and handoff to relevant teams as required. - Vendor Management: Working with Carriers and Internal departments ensuring swift fault resolution of access related faults. Owning the escalation path for outlying incidents. Level 2 Remote Access support, troubleshooting difficult incidents handed over by Level 1.- Helpdesk Transition Project: Secondments to AT&T Belgium Helpdesk and Sykes Amsterdam Helpdesk for a number of weeks to support training and transition of helpdesk services to the new centers.- Mentoring of new starters.

University Placement Year. 1st line Networking and Operation supports for managed clients. Responsible for real-time monitoring of services, user administration / Active Directory, nightly backups.