Property Management and Development.

Experian Marketing Services is a global provider of integrated consumer insight, data quality and cross-channel marketing. We help organisations from around the world intelligently interact with today’s dynamic, empowered and hyper connected customers. By coordinating seamless interactions across all marketing channels, marketers are able to plan and execute superior brand experiences that deepen customer loyalty, strengthen brand advocacy and maximise profits.Key Responsibilities:Responsible for operational oversight of Service Level Management, including the proactive review and update of client SLA’s.Responsible for ensuring internal Service Management documentation is reviewed and updated at the required intervals; coordinate and facilitate this within the team.Contribute to the Service Management strategy as required by the Head of Service Management.Responsible for the creation and review of service management reporting, including monthly contractual service statistics and service utilisation metrics.Responsible for undertaking all contractual service reviews.Accountable for the production and supply of high quality post incident reports to clients within contractual SLA.Responsible for ensuring root cause analysis is provided for all incidents.Responsible for managing Service Improvement Plans to bring all services back up to contractually agreed levels.Responsible for identifying client / service risks and escalating to the senior service manager.Ensure the service actions and activities are progressed and our clients are fully informed of the status.Manage the delivery of services both within Experian and with our clients.Work with all internal support teams to ensure quality of production support, processes, (BAU) services, GPD, Governance and compliance management.Responsible for ensuring all Service Management data is accurately logged on the work flow tool.Support the Head of Service Management on any projects as required.

intuitive is an innovative and dynamic, travel software company based in South London. Through inspiring use of new technology and vast industry experience intuitive have redefined how technology can support and drive forward the business of the tour operator, OTA, hotel aggregator and hotel wholesaler to achieve their goals.Key Responsibilities:Managing the Incident Management and Service Request provision through the support desk, ensuring that all contractual obligations to our customers are maintained.Developing, recruiting, and training the support team.Proactively developing a working knowledge of customers’ business operations to ensure a complete understanding of our customers’ priorities.Increasing Support Desk fault resolution rates within SLA and improving in customer satisfaction and experience.Producing management reports to ensure that KPIs are being maintained and reviewed.Managing the transfer of application and customer solution knowledge from our development community into our Incident Management Knowledge Base.Establishing frequent service reviews with our customers.Undertaking incident trends analysis with a view to instigating problems which will understand root causes and facilitate changes positively impacting incidents raised by our customer base either by reduction of incidents raised or the severity of the incidents raised. Acting as an escalation point, managing all stakeholders, for all matters concerned with the service desk and incidents raised both within and outside of standard service desk coverage. Key Achievements: Established the Support department as a stand-alone function, hiring staff and bringing in the relevant skills to be able to deal with the demands and needs of the customers. Improving a customer’s platform performance, which directly led to an increase in their revenue. Increasing overall customer satisfaction by taking an honest and determined approach to the tasks at hand.

Global Blue Media is a marketing services organisation that works alongside Global Blue Ltd, overseeing the new media and publishing aspect of the business. They work closely with hundreds of global luxury retailers to provide a seamless and enjoyable experience for the international shopper to be able to plan, shop, and claim tax back on their luxury items. They operate in 40 countries world wide, with a large focus in China and Russia.Key Responsibilities:Developing project briefs with clear timescales, scope, skills and effort required in conjunction with the relevant internal customers. Creating and maintaining project plans and establishing commitment to plan with clients across different countries. Managing offshore teams – the development team in Bangladesh and the Managed Services team in Spain.Overseeing design, development, production and testing of projects – reporting any potential disputes, changing requirements or project slippage in a timely manner and assist in coordinating any solutions to problems identified pre- and post-launch. Managing the project log, having regular meetings with relevant stakeholders to drive progress against upcoming projects, change requests and outstanding issues. Planning and managing development sprints, ensuring all aspects of the development cycle are fulfilled.Acting in place of the Production Manager, managing online campaigns from creating concepts through to final delivery.Implementing JIRA and Confluence tools to assist with the management of daily tasks, and creating a centralised information store.Implementing ITIL functions such as Change Management and Problem Management.Key Achievements: Managing from start to finish, the migration of the website to a new hosting provider. This included carrying out due diligence checks, contracts negotiations and delivering the full migration project. The website that was migrated has a net worth of approximately £10 million.

First Clarity provide consultancy services for all industry sectors ranging from Media, News and Broadcast Companies to Financial Institutes delivering solutions for all types of online new media services; designing, managing and supplying off the shelf and custom built solutions for all online channels of delivery.Key Responsibilities: Management of the ITIL service desk functions ensuring ticket SLA’s are met by first-line support staff keeping both internal departments and clients fully informed of progress for all on-going incidents.Line management responsibility for 3 First Line and 3 Second Line staff, mentoring and managing training and development for team members.Providing Monthly Service Reports to customers on service contracts and Major Incident Reports.Managing continual improvement plans, internally and externally continually seeking ways to streamline processes and make systems/platforms more robust; visiting customer sites to scope and discuss new work and report on existing service delivery.Working with different parts of the business to implement problem management processes to manage re-occurring incidents, errors and known errors.Managing the change process chairing a twice-a-week CAB meeting for changes to be discussed between departments ensuring that processes are followed, and updates are provided throughout the business.Assessing and implementing new processes for on-call services that involves out of hours calls being handled by a call centre.Supporting Escenic applications for over 1000+ users for clients based globally.Delivering large projects for major media organisations including the launch of the mobile website for the Independent and Evening Standard.Key Achievements: Implemented a release management process to allow the capture of pertinent information, which was previously missing. This included a more robust form of testing which lead to the significant improvement of the performance of the platforms.

Delivery of the Service Desk Operation for the VAS Transport Service Desk.Line Management for a Service Desk Team of 20 staff, including performance management, development, recruitment and all HR tasks.Capacity management and rostering of staff ensuring that the Service Desk is adequately and efficiently staffed at all times within budget.Designing the Targeted Service Centre Technical development programme, making staff available for training, and identifying where technical knowledge will add value and increase achievement of SLA, KPI and customer satisfaction. Also proactively working with the business units to increase the Service Desks ability to influence and deliver fist time fixes therefore increasing field engineering efficiency.Identify areas of weakness or poor performance by analysing incident data and implement tactical process improvements/ to ensure that a proactive continual improvement culture is developed within the team.Represent the Service Centre at internal and external performance reviews.

Working with the technical support team on a variety of Enterprise contracts dealing with Customer faults and enquiries as well as tasking and co-ordinating field engineers. Chairing the morning meeting with internal customers in order to establish the actions for the day.Prioritising tasks and working under pressure.Fault finding on systems and networks, and liasing with customers, managers and field engineers to ensure that these faults are rectified.

As one of the 30 graduates taken on board to work for Bombardier Transportation, my duties involved working with the business development team in preparing for bids as well as working alongside management in order to win contractual bids for the company.Working on projects to help the site save money, and noting my findings in the form of presentations and reports. Training that I have taken so for is in the following areas:• Catalis (Railway training) • Problem Solving• Principles of Management • Presentation skills