Justin Barlow Email and Phone Number

Responsible for customer relationship and service delivery for over 4 Major Accounts.Accounts vary from HWMA, SWMA, Remote and Fully Manager Services.

Service Delivery Manager.Responsible for customer relationship and service delivery for over 25 customer accounts.Accounts vary from HWMA, SWMA, Remote and Fully Manager Services.

Phoenix IT Services June. 2013 – July 2015Northampton 3M, SERVICE DELIVERY MANAGERRequired to restructure two active services, this entailed a full contracted service review prior to commencement of a full process document implementation . Primary Service Delivery duties were:• Manage the performance of services to clients as agreed in the contract and ensure that the Service Levels are achieved. • Ensure SLA’s are achieved and client expectations are met (or exceeded). • Run the contract to ITIL foundation guidelines• To build services relationships with clients.• To ensure that systems, processes and methodologies as specified are followed to sure effective monitoring, control and support of service delivery.• To provide reports to an agreed schedule (or on request), including management and key performance reports.• Attend and perform client service review meetings; areas covered included performance reports, service improvements, quality and processes.• MIM of all Critical and Major incidents with customer and 3rd Party Support groups• Change Management• Escalation Management• Complaint Management and response• CSIP\​SIP Management