Robert Sage Email & Phone Number

Shoreham-By-Sea, Gb

Shoreham By Sea, England, United Kingdom

City Of London, England, United Kingdom

City Of London, England, United Kingdom

Wavex is one of the top IT companies in London, delivering award-winning managed services for over 20 years, to local and international organisations who are seeking a smarter way to manage and develop their technology.Our services achieve better results by bringing together two vital components - great technology, and highly skilled engineers and consultants.Wavex is ISO27001:2013 security accredited, an Azure Tier 1 Cloud Provider and a Microsoft Gold Partner.Flexibility to suit your needsSome clients use our technology or services to compliment the capabilities of their existing in-house IT team whereas others use us as their sole IT support company.And with over 20 years of innovation, the benefits to our clients are extensive.

London, United Kingdom

Responsible for a team of Service Delivery Managers supporting a global customer base.My team has direct responsibility for the overall experience of 25 customers based in the UK, US, Europe , APAC and Bermuda.Working closely with our 24x7 Service Desk team the focus of my team is across four key areas:1. BAU Service Delivery2. Tactical service remediation and continual service improvement initiatives.3. Ownership and maintenance of key business processes in support of ISO 20000, ISO 27001, ISO22301 and ISO9001.4. Working closley with our Business Development to play a key role in ensuring 'right-fit' services are sold and also successfully onboarding new customers.

Sussex, Kent, Hampshire And London.

Responsible for the overall service experience of a number of key global customers, although predominantly UK head-quartered.Working closely with our 24x7 Service Desk to ensure SLAs/KPIs are being met and that any service defects/opportunities for improvement are addressed.Services delivered include Incident Management, Service Request Fulfilment, Change Management, Patch Management, IT Service Continuity (DR), Capacity Management and Security Management.

United Kingdom

Reporting to the COO with specific responsibility for a portfolio of high value contracted customers with responsibility for the relationship based on a platform of exemplary service delivery.Key Responsibilities include: The design and agreement of a service catalogue with prospects/incoming customers in line with Acora’s go-to-market proposition and technology and services portfolios.  Establishing appropriate service KPIs and SLAs with customers, contracting as such and setting service delivery expectations across Operations. Establishing internal OLAs and third-party UPCs (contracted) in line with the customer’s contracted service requirements. Successful adoption and transition of incoming support services customers, working with the Transition Manager and the service introduction process to ensure a smooth on-boarding and customer induction into Acora. Regular monitoring and reporting to customers of Acora’s service delivery, attending service review meetings and presenting service reports. Driving improvements in service delivery, being proactive in the identification and resolution of barriers that prevent us delivering a world-class service.  Providing ‘front of house’ support to Sales in the presentation, proposal and design of services to prospects and new customers. Collaboration with the wider management team to deliver ‘best-in-class’ service levels to all customers, ensuring and maintaining congruency between Sales, Operations and the customer’s own expectations at all times.

Burgess Hill / Solihull

Responsible for the delivery of post-sales support to Acora's contracted customers. I built up the team from 6 to over 40 analysts and introduced a management structure to allow this to scale.Accountable for Service Desk, Change Management, Field Support and Operations Administration functions.Emphasis on quality of service, working closerly with our professional services teams to ensure overall customer experience remained positive.Successfully took the team to a multi-site, 24x7 operation serving customers around the globe and to SDI 3-Star accreditation whilst reducing key metrics such as cost-per-ticket at the same time.

Crawley, United Kingdom

Responsible for scaling up the Service Desk function within SITOC to align with ITIL principles and also to help formalise and enhance the offering from our engineering team.Clients across Europe but predominantly UK-based.

London, United Kingdom

Responsible for a Service Desk operation delivering support into financial services clients in the City.Delivering Incident Management, Service Request Fulfilment services in support of a series of line of business operations, predominanlty used within the Lloyds building by brokers.'White glove' VIP support for a number of high value users.

Reading, England, United Kingdom

Responsible for Capacity and Security Management reporting across two key clients, both in the Utilities sector.

National Diploma Computer Science

Education record