With over 16 years of work experience in the telecommunications industry, I am a service delivery manager who is passionate about providing high-quality customer support and ensuring in-life performance of fixed, mobile, and ICT services. I have a strong background in incident management, continuous improvement, and customer service, and I am certified in ITIL 4 Foundation and ITIL 4 Strategist: Direct, Plan and Improve. I worked at Telefónica/Virgin Media O2, one of the largest telecommunications companies in the UK, where I help to drive customer relationships, deliver Promoter NPS scores, and realise in-life financial benefits.As a service delivery manager at Telefónica, I was accountable for managing a portfolio of accounts across various sectors, such as retail, banking, and healthcare. I oversee the delivery of service level agreements, manage escalations and risks, and coordinate with internal and external stakeholders to ensure customer satisfaction and retention. I also lead and mentor a team of service delivery coordinators, who support me in executing the operational processes and procedures. I used my skills in incident management, continuous improvement, and customer service to deliver excellence and value to Telefónica/Virgin Media O2 and its customers.