This role requires strong leadership skills, exceptional organisational abilities, and the ability to coordinate and optimise delivery routes and schedules. Additionally, responsible for managing a team of delivery personnel, monitoring performance metrics, and implementing strategies to improve operational efficiency.Key ResponsibilitiesTeam Management:Supervise and lead a team of delivery personnel, including hiring, training, and performance managementAssign daily… Show more This role requires strong leadership skills, exceptional organisational abilities, and the ability to coordinate and optimise delivery routes and schedules. Additionally, responsible for managing a team of delivery personnel, monitoring performance metrics, and implementing strategies to improve operational efficiency.Key ResponsibilitiesTeam Management:Supervise and lead a team of delivery personnel, including hiring, training, and performance managementAssign daily delivery routes and schedules, ensuring optimal efficiency and timely completion of deliveriesProvide coaching, guidance, and support to team members, addressing any performance or behaviour issues promptlyDelivery OperationsDevelop and implement delivery service policies, procedures, and standards to ensure smooth and efficient operationsMonitor delivery performance metrics, such as on-time delivery rates, delivery accuracy, and customer satisfactionAnalyse delivery data to identify areas for improvement and implement strategies to enhance operational efficiencyCustomer ServiceEnsure high levels of customer satisfaction by consistently delivering products or services in a timely and professional mannerAddress customer inquiries, complaints, and delivery-related issues promptly and effectivelyWork closely with the customer service team to resolve delivery-related challenges and provide exceptional customer experiencesPerformance Tracking And ReportingEstablish and maintain performance tracking systems to monitor key delivery service metricsGenerate regular reports on delivery performance, including KPIs, trends, and areas for improvementPresent performance reports to senior management, providing insights and recommendations for enhancing delivery operations Show less

Solely responsible for the creation of Service Strategy and Design of Unified Communications and Microsoft Teams Meeting Spaces Support Services delivered to customers by our operations support team and managed by Customer Success Managers. As the Service Management Specialist I provided subject matter expertise, guidance and recommendations to customers, sales and support.I created new Service Strategy and Designs plans to align internal cross functional departments to deliver… Show more Solely responsible for the creation of Service Strategy and Design of Unified Communications and Microsoft Teams Meeting Spaces Support Services delivered to customers by our operations support team and managed by Customer Success Managers. As the Service Management Specialist I provided subject matter expertise, guidance and recommendations to customers, sales and support.I created new Service Strategy and Designs plans to align internal cross functional departments to deliver new services. Trained and provided mentoring to new Account Directors on positioning Support Services with customers to differentiate from competitors, demonstrate value and ROI which increased sales of services and client retention.I evaluated financial performance of services and client feedback to enhance services with new features to improve customer satisfaction. I created a standardised framework of Service Level Agreements and Service Descriptions which defined for customers how our services would meet their needs. I provided a Service Catalogue, roadmaps, pricing models and guides for Sales which enabled them to close deals faster and manage multiple opportunities at the same time to achieve their sales target. I also implemented a scope of support RACI for the Support Team which reduced costs by removing unsupported work.I collaborated with cross functional departments to gain input and agreement on Support Services to ensure they were aligned on positioning these with new and existing customers and ensure they provided the inputs to enable the Service to be delivered successfully. My Skills• Support Service Product Management (Service Description, Product Roadmap and costs)• Service Catalogue Management (defined new Services and retire legacy)• Service Level Management• Capacity Management • Continuity Management • Supplier Management• Commercial Management• Renewal Management Show less

Overall ownership for Support Service customers providing strategic leadership, direct line management, collaboration with cross functional teams, escalation of operational issues and nurturing client relationships as owner of the service. Within two years I scaled the Symity Support and Service team from 2 to 9 direct reports to manage a growth in client base from 6 to 40, increase case capacity by over 800% which enabled a 500% growth in annual revenue. I directly contributed over 7%… Show more Overall ownership for Support Service customers providing strategic leadership, direct line management, collaboration with cross functional teams, escalation of operational issues and nurturing client relationships as owner of the service. Within two years I scaled the Symity Support and Service team from 2 to 9 direct reports to manage a growth in client base from 6 to 40, increase case capacity by over 800% which enabled a 500% growth in annual revenue. I directly contributed over 7% in incremental revenue and 100% of all contract renewals. Built a high performing, motivated Services team which achieved 0% employee churn in 3 years and 3 promotions.• Restructured department, performed all recruitment, introduced new processes, migrated to ServiceNow, and using Microsoft Teams Rooms AI to automate and streamline services improving efficiency and effectiveness of the service. Reduced client escalations and achieved higher client satisfaction that resulted in new case reference sites and contract renewals.• Provided pre-Sales consultancy with clients to scope the Service design to meet their needs. Collaborated with partners and internal teams to grow and retain a client base while enhancing our Support capability to scale with the rapid growth during a period of constant change.• Implemented monitoring and reporting tools with defined KPI's to provide internal dashboards on performance and created a standardised Service Report template for Service Manager to review with customers.• Created a comprehensive contract database of all client's services to provide business intelligence and renewal tool as a master control document which was then adopted across the business for management of all customers. Included heat map of client sentiment for business to prioritise client feedback which could then be proactively acted on. Show less

Operational contract management of £5.8m service annuity portfolio. Responsible for developing client relationships for long term retention by ensuring clients such as The National Trust and Univar derive maximum value from services.My key duties included coordinating internally with Technical Operations, Solution Architecture, and Project Management to ensure projects and service remain on target to achieve the clients desired outcomes and meet the contractual obligation. As customer… Show more Operational contract management of £5.8m service annuity portfolio. Responsible for developing client relationships for long term retention by ensuring clients such as The National Trust and Univar derive maximum value from services.My key duties included coordinating internally with Technical Operations, Solution Architecture, and Project Management to ensure projects and service remain on target to achieve the clients desired outcomes and meet the contractual obligation. As customer advocate it required excellent communication skills, multi-tasking with ability to constantly change priorities in a busy, dynamic environment.Transitioned Debenhams e-commerce platform into support to drive millions in annual cost saving migrating to AWS cloud. I planned scaling of resources and created improvement plan for increased capacity at peak demand over Christmas period to maintain availability and performance to enable maximum sales online.Clarks ( Shoes)- designed new operational ITIL based managed service to migrate client to AWS to improve performance and lower operational costs.Maplin- Implemented a managed service transformation to AWS to reduce their operating costs. Managed IT Service to provide online store under administration after Maplin management left. The National Trust- Responsible for operational support of the AWS cloud platform hosting the website and other business critical applications such as their Tills service linked to all National Trust properties. My role included maintaining availability, monitor and review service levels, Service quality improvement, and primary point of escalation for incidents. Show less

Complete ownership of the relationship between Rackspace and my dedicated portfolio of customers. I developed strong rapport and relationships with both internal departments and customers.Responsible for delivering and managing successful Infrastructure as a Service (IaaS) Managed Hosting, Virtualisation and Private Cloud services to Middle East clients. Responsible for improving customer satisfaction, driving profitable growth through customer retention. I provided consultation on IT… Show more Complete ownership of the relationship between Rackspace and my dedicated portfolio of customers. I developed strong rapport and relationships with both internal departments and customers.Responsible for delivering and managing successful Infrastructure as a Service (IaaS) Managed Hosting, Virtualisation and Private Cloud services to Middle East clients. Responsible for improving customer satisfaction, driving profitable growth through customer retention. I provided consultation on IT transformation, operational improvements, risk management, and completed PCI-DSS compliance audits.I was a subject matter expert (SME) on reducing service credits and mentoring other SDM’s on how to renew services with clients to reduce churn. I also provided modelling and mentoring to new SDM's.Geopost- Onboarded to provide Europe's largest delivery network with a new hosted parcel tracking and label printing service for DPD Group. Managed operational support issues to resolution.Eurostar- Responsible for transition and operational support with Cap Gemini to migrate the Eurostar bookings web site to Rackspace cloud hosting. Provided Service Management to ensure availability, performance, capacity and security targets achieved. Key Accountabilities• Built strong partnership relationships with customers• Managed support requests and co-ordinate Rackspace/Customer support teams• Produced and maintained service improvement plans • Managed contract renewal negotiations• Organised and chaired service review meetings with customers on site and remotely• Identified opportunities for growth for Business Development Consultants Show less

Visa Europe – I provided Service Management consultancy to revive a poor performing service which had low customer satisfaction and failed service levels. I identified root causes and provided recommendations for resolution which enabled them to achieve their targets. I set up a new IT Service Desk on-site in Visa’s Paris office and I successfully completed their IT refresh project.I developed knowledge on PCI-DSS Security Compliance to enable IT services to process credit card data for… Show more Visa Europe – I provided Service Management consultancy to revive a poor performing service which had low customer satisfaction and failed service levels. I identified root causes and provided recommendations for resolution which enabled them to achieve their targets. I set up a new IT Service Desk on-site in Visa’s Paris office and I successfully completed their IT refresh project.I developed knowledge on PCI-DSS Security Compliance to enable IT services to process credit card data for online payments.Freemantle Media / TalkBack Thames – Managing hardware and application support for clients TV shows (X Factor, Never Mind The Buzzcocks) including a UK and South Africa service desk with on-site engineering support. Responsible for meeting contractual SLA’s and financial targets. I was instrumental in agreeing new services to provide on-site support to TV productions such as Britain’s Got Talent and The Apprentice. Rebuilt relationships with customer through Service Improvement on shows including Grand Designs and Celebrity Juice. Marks and Spencer – 14 direct reports. Responsible for multi environment (Prod, Pre-Prod, Dev & Test) support across 2,000 servers running business critical applications. Accountability for the Access Control team enforcing security access and email content. I provided SLA management, resource planning, P&L management, incident, problem, and change escalation management.Cisco Systems EMEA - Responsible for an international service desk providing datacentre and desktop support. I set up a new EMEA Smart Phone support service to deploy and manage the world's largest corporate role out of Smart Phones. Managed five direct reports and coordinated a further eight engineers. The role was highly focused on customer satisfaction, resource utilisation and profitability KPI’s. Presented my EMEA Smart Phone Support Service Model to Cisco US and APAC in New York which was adopted to become their new global support model. Show less

Cisco Systems across EMEA. My objectives were to understand the business needs then find solutions to help IT achieve their objectives. I successfully identified and won new contracts. I delivered to a planned forecast and managed my P&L.My role also involved coordinating consultants, engineers and project management to resolve technical, logistical and administration issues. I soon became a trusted advisor, successfully implementing a new EMEA mobility service desk.As Vodafone account… Show more Cisco Systems across EMEA. My objectives were to understand the business needs then find solutions to help IT achieve their objectives. I successfully identified and won new contracts. I delivered to a planned forecast and managed my P&L.My role also involved coordinating consultants, engineers and project management to resolve technical, logistical and administration issues. I soon became a trusted advisor, successfully implementing a new EMEA mobility service desk.As Vodafone account manager in Strategic Partners sector I was responsible for growing the long term client relationship and improving the quality of service. I developed customer relationships across multiple levels of the organization. I proactively resolved operational issues which improved customer satisfaction and reduced costs to increase profitability. Show less

Vodafone – Sales of Sun Microsystems Unix platforms and Managed Services. Delivered first £1m+ critical business project that required collaborating with client’s C-Level management, managing a large virtual team to a budget and short timescale.

UK Government – Ordering IT and scheduling engineering for installations of End User Computing. Developed ownership, responsiveness, commercial management of P&L’s and problem solving. Entrusted to be primary contact for flagship government account, 10 Downing Street to manage their urgent IT requests. Highlight was having tea in the Downing Street throne room, where Heads of State meet with the Prime Minister, who was in the next room preparing a speech.

Quote to order IT hardware and software for small to medium local businesses.