Accountable for Client Service Management across BT Ireland Client base. Key responsibilities include a combination of my 2 previous roles- Head of Service Delivery & Head of Service Management

Head of Service Delivery responsible for ICT Managed Services to major Irish BankServices - LAN, WAN, WIFI, IPT, Call Centre, Security, Unified Comms, ATM, Digital Signage & Trading Systems

• Lead, develop & motivate service team ~30 delivering service to top 70 customers • Service Improvement - successfully led programmes to address issues on critical 24/7 services for three major clients • Senior point of escalation for all market facing units in BT Ireland & key customers • Relationships - manage client and internal to executive level • Accountable for operational performance of our key suppliers (internal & external)• Team structure - evolve to better support market facing units; define service career path, expand desk-based function• People strategy - execute successfully, achieve strong employee engagement score: 98%• Operational performance - drive key suppliers to maintain customer experience• Customer Experience - lead on Deep Insights service, achieve CRQ 5.7, Unique rating