Steve Parkinson Email and Phone Number

Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident ownership and customer account management on a 24x7 basis. Responsibilities include the management and oversight of service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements from tactical (incident based) to strategic (Global Account Management Strategies).Principal Accountabilities:• Provide the customer with a single point of accountability for Dell Services (for all lines of business).• Ensures contractual service support requirements are understood and managed.• Engagement on high profile customer incidents and "critical situations".• Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.• Ensuring 'Resolution and Contingency' plans are effected and technical problem resolution is proceeding as per process commitments.• Proactively identifying and resolving issues before they affect the customer's equipment.• Frequent scheduled customer visits and ad-hoc travel requests to resolve customer escalations or to provide onsite, informal training.• Presents operational and service level reports and explains service level support available to internal or external customers.• Compiles, analyses and reports statistical data and trends relating to service level compliance and operational effectiveness.• Developing and presenting Quarterly and Annual Reviews to customer senior management.• Developing and presenting periodical customer reviews to Dell senior management

Responsible for managing, reporting and timely resolution of major – and potentially major - incidents affecting IBM Australia and outsourced clients, across multiple data centres and vendors around Asia-Pacific in a 24/7 shift environment. Incidents managed include hardware, system software, application and network (WAN, LAN and Voice). Accountabilities:• Reducing Mean Time to Restore• Communicating Status of Major Incidents• Contributing to Continual Service Improvement• Training and mentoring new team members