Ethan Hunt Email & Phone Number

London, England, United Kingdom

London, England, United Kingdom

• Spearheaded service strategy development, driving customer satisfaction gains through insightful surveys and Net Promoter Score (NPS) enhancement.
• Mentored and guided a team of Service Delivery Managers, earning global recognition for several team members for their exceptional contributions.
• Engineered successful service improvement initiatives, transforming struggling customer relationships into contract renewals.
• Employed advanced Excel and Power BI analytics to identify service trends, implement solutions, and elevate SLAs and overall service quality.
• Orchestrated budget management, optimizing resource allocation and reducing costs by introducing automation for Service Delivery Managers' tasks.
• Orchestrated interdepartmental collaboration, ensuring seamless integration of service processes and alignment with customer expectations.

• Pioneered comprehensive SLA reporting, managing client relationships, and leading service enhancement plans that mitigated downtime and customer grievances.
• Delivered services aligned with strict SLAs, driving agility and continuous improvement.
• Managed P&L budget targets, yielding productivity benefits through service improvements and expansions.
• Fostered strong client relationships, serving as the conduit between customers and internal CDW teams.
• Provided leadership and mentorship to Service Delivery Managers, imparting expertise in IT service delivery.
• Implemented governance protocols adhering to ITIL standards, ensuring streamlined operations.

London/Peterborough

United Kingdom

• In my capacity as a Customer Services Manager, I oversaw a range of prominent clients including BAE, Anglian Water, Royal Mail, Transport for London, Virgin, UBS, DOH, NHS, and Network Rail. A central aspect of my role.
• Managing and nurturing the overall client service relationship within the SCC Group.
• Ensuring the delivery of designated services aligned with agreed service levels, particularly emphasizing Data Centre environments and stringent SLA adherence.
• Achieving the delivery of the specified services while staying within the P&L budget targets. This also involved generating ongoing productivity enhancements valued at over £1 million for the client.
• Supervising all personnel engaged in providing the designated services, including offering 24/7 support and overseeing Duty Management.
• Identifying and capitalizing on opportunities to expand the scope of contracted work, thereby safeguarding and enhancing the revenue stream.

United Kingdom

As part of Phoenix I was responsible for the delivery of service to customers such as BT, BP Oil, Morgan Stanley, Sun Microsystems, JP Morgan, Reuters, Jaguar LandRover, Transco, Ford, BSkyB, RB

London, United Kingdom

My position was Training and Project Problem Manager working on two multi-million pound accounts. The first account was the release and rollout of a £190million project call Sirius to the insurance market globally. The second was the release and rollout of a £90 million Document Management application to internal staff and clients

London, United Kingdom

My position was 1st and 2nd Line support analyst team leader in the IT call centre and service desk department. The department was responsible for the support and resolution of all IT and business related issues raised through the call centre and service desk department to the agreed SLAs.

Education record

Education record