Nick Breeze Email & Phone Number

Ireland

Lead the Risk and Quality and ISO9001 Support teams providing support for Accenture’s Internal Quality, Risk and Client Experience, processes, requirements & custom-built toolsets.  Overall responsibility for a team of +30 remote working globally based team members providing 24x5 support. Coached, mentored and managed all team leads and managers directly, and responsibility for wider team. Ownership of all aspects of team performance review process and made key decisions relating to promotions, rewards, and performance management measures Accountability to C-Suite leadership for achievement of all support KPIs and SLAs including achievement of 90%+ VoC, response time and resolution time relating to delivery of support. Stewardship of tier 2 support team providing dedicated support to Accenture leaders in the Quality and Risk organisation. Participated in weekly huddles/task force calls with process owners, Accenture Leadership, and other support teams to ensure best-in-class support within Accenture’s quality and risk organisation. Reviewed VoC/customer satisfaction feedback on an ongoing basis, evaluating potential areas to drive efficiencies or improve support requirements. Reviewed data trends from service management datasets (ServiceNow, SharePoint, Siebel) on an ongoing basis to improve processes and customer experience. Created and implemented processes that aligned to support requirements of senior Quality and Risk Leads and global quality and risk teams and most significantly, customers/stakeholders. Executive committee member particpating in monthly cross-function meetings and other collaboration activities.  Authorised signatory for SoW’s and contracts relating to Accenture International Limited.  Participated in Accenture Ireland I&D programmes including local leadership of the Accent on Enablement Committee.Significant achievements: Promoted within role from manager to senior manager. Equity Award in 2021

Dublin

Seconded role for 3 months providing leadership support to newly created Customer Delight SMB support team. Line managed 9 team leads and overall responsibility for 100+ team members supporting multiple geographies and time zones.

East Point. Dublin

Delivery Lead for Google Account Recovery Services across EMEA and LATAM markets. Responsible for support provided by six language teams on a 24/7 basis. Line managed six team leads, four quality assurance analysts and one trainer. Overall accountability for resource management of ninety-three multi-lingual support team members, both contractor and full-time employees.  Ensured that all KPI and SLAs were met by the team, with particular focus on customer satisfaction (+95%). Provided operational guidance and recommendations to senior stakeholders in both Accenture and Google helping to develop further business contracts between the two companies. Led mobilisation and recruitment of Accenture support teams for additional Google workstreams.Significant achievements whilst in role: Achieved delivery of contract financials above expected contract income (C.I.) whilst ensuring operational budget remained lower than forecast. Recognised as being most inspirational leader across all UK/I Accenture Operations accounts.

Dublin

IT Service Delivery Manager (acting) May 2014 – Aug 2014IT Service Delivery Associate Manager Apr 2008 – May 2014IT Support Supervisor Apr 2006 – Apr 2008Quality Assurance Lead May 2005 – Mar 2006Team Lead Mar 2002 – May 2005IT Support Analyst. Sep 2000 – Feb 2002 Provided IT support to internal and external (outsourced) clients in a variety of roles within Accenture’s IT Service Desk (12 x 5 support). Predominantly supported Microsoft operating systems and applications along with custom built Accenture applications and client specific technologies. Responsible for leadership of teams of 12-15 in a variety of roles, before assuming responsibility for the wider service desk, approximately sixty people of varying career levels and roles. Led support teams and performed as Service Delivery Manager for clients including ITV, Nokia, Metso, and Jones Lang LaSalle.Significant achievements whilst in role: Promoted five career levels in less than 14 years. 2003/2004 - Key member of project team in India transitioning IT Helpdesk Services from Dublin to Bengaluru (Bangalore). Based on site in Bengaluru for 4 months. 2010 - Worked on project in Scotland transitioning IT Support Services from Scottish Power’s incumbent provider to Accenture. 2006 – 2014 - Part of transition teams responsible for migration of service management toolsets and CTI technology e.g. BMC Remedy to ITSM.

Manchester, England, United Kingdom

 First professional support role providing 1st line IT Support to Barclays branch staff.