I manage the HfL Broadband Service on behalf of nearly 500 Hertfordshire schools and academies and I am responsible for the successful delivery of the Broadband Service to these sites. It is my job to monitor the overall delivery of the connectivity service ensuring the service provider meets all parts of the SLA and in the event of failure to meet this, I manage the penalty payments process accordingly. I am responsible for the central web filtering policies and liaise with the eSafety Team so as to provide a safe but flexible internet experience for the end user. I deal with complaints about the service from schools and/or their third party suppliers. I provide support and training to the first line connectivity service desk staff and it is my job to deal with any escalating issues that the service desk has been unable to deal with.