Liam Reid Email & Phone Number

Newark, Nottinghamshire, Gb

Newark, Nottinghamshire, Gb

Newark, Nottinghamshire, Gb

Newark, Nottinghamshire, Gb

Newark, Nottinghamshire, Gb

Linthicum Heights , Md, Us

The role was to focus specifically on the delivery of services to the existing customer base. Being the escalated point of contact for all Service Delivery accounts, driving advancements and improvements to existing services via the operational teams, attending monthly and quarterly customer reviews and continuing to develop relationships within the accounts. To also work on new Managed Services accounts from pre sales through project delivery and into business as usual. Requiring a strong skill set, specifically being in front of clients at both operational and board level, the function of the role was to support the Account Management team on top tier accounts. With 9 years industry experience, this meant my knowledge was utilised and could demonstrate end to end, the services, benefits and the value add that could be delivered and I was part of three large sales wins in 2013/14 performing this function through the Bid Management cycle. Additionally, any successful sales wins were managed through the project phase and into business as usual by the Service Delivery team. With customers such as APC Overnight, EDF Energy and TNT being prime examples of this. Throughout the time performing this role and working closely with the business Data Analyst, the reporting packs created were significantly improved upon. Showing full measurements against contractual SLA's, increased levels of MI and most significantly, the ability to provide predictive data analytics allowing both the business and client base to make future strategic decisions based on strong analytics.

Linthicum Heights , Md, Us

In 2012, the business undertook an internal change programme that reviewed and implemented improvements to the processes and technology used to deliver and run the Support and Professional Services teams. Under the role, I was part of a small team that delivered the change on time, within 8 months. The change programme delivered: • Standardisation of all services provided and updated processes for the PMO• Introduction of a Sales Matrix which, benchmarked against industry competition, allowed the business to position themselves more competitively in the market place • Development and build of a new Managed Service Centre• Introduction of Service Cloud into the Helpdesk providing streamlined call logging processes, data tracking and increased levels of MI to the customer base.• Improvements made to the repair and 'Next Working Day Exchange' functions by reducing touch points, increasing workload capacity by utilising ‘smart staging’ technology and introduced Quality Control into the operation which increased customer stock levels, reduced shipping costs and added value to the customerThe improvements made to the service portfolio along with an updated pricing model helped secure three key sales wins in 2013.The core function of the role was being responsible for the business as usual services which included: • Managed Service Helpdesk (supporting 14000 end users including Autoglass and TNT), additional Customer Care and Technical Support teams. • Repair teams, providing next working day exchanges on customer owned hardware, in house repair on legacy hardware and deployment staging of all new hardware for customer mobility projects. • The role was also responsible for the Service Delivery Management provided to over 20 varied clients

Linthicum Heights , Md, Us

Looking at a multi functional internal project requirment. Auditing against project scope and providing feedback, project timeline, recommended reporting and proposal for change.

Linthicum Heights , Md, Us

Newark, Nottinghamshire, Gb

Introducing and maintaining services for our major customers. Involved in any deployment large or small of new services being introduced to our customers. Project managing their rollouts of devices and other equipment. Maintaining contracts once they are live and in BAU. Also responsible for organising and improving employee development within the Managed Services department.

Newark, Nottinghamshire, Gb

Managed Parcelforce and Royal Mail helpdesks along with repair centre for Managed Services. Also responsible for related deployments.

Ba Hons, Theatre Studies With English

Education record