In this role I support the Service Delivery Director with the running of the KCS global support teams which are divided into three pillars of delivery: - Technical - Application Finance - Application TradingWhilst having input into the processes and running of all three pillars I am solely responsible for the delivery of the Technical Support pillar. This pillar is then further divided into four centers of excellence: - Software Upgrades / Release Management - also includes high level project management - Printers and Peripheral Devices - Level 1 Technical - Level 2 TechnicalEach CoE has a team leader and the Level 1 and Level 2 teams also have a support manager looking after both teams all of whom report directly to me. In total the team is 38 employees working as part of the global support organisation, the teams are located in multiple geographies (which I visit as part of my management responsibilities): - United Kingdom - Republic of Ireland - Netherlands - South Africa - North AmericaThe remit of the role covers the line management aspects of the support team but also process and procedure changes to support the ITIL methodology being followed by the KCS support organisation.

As part of this role I worked with my line manager (James Maggs, Director of Customer Success) to implement this business function within the KCS support organisation. The intent of creating this function was to improve collaboration throughout KCS from Sales, Implementation, Development and Support teams to ensure everyone was working on shared goals and maintaining customer focus through up to date KPIs - Define Customer Success for KCS - Help Customers on-boarding KCS Software - Identify issues and trends that might prevent Customer renewals - Work to define, monitor and promote compliance of Service Level Objectives and manage these across the different teams - Drive new business growth through greater advocacy and reference-ability - Create Customer Reporting Packs - Define Customer Warnings and Alerts using Metrics / KPIs and publish through warning dashboards - Attend regular service review / health check meetings with customers - Handle complains and escalations from Customers - Train and Mentor a team of Global Customer Success Managers - Develop the ITSM system to promote better Customer Success - Work closely with the both the sales and product management teams to identify and prioritise new product features and enhancements based on customer requirements - Assist in developing a Support customer advisory schemeI was also responsible for a team of five indirect reports through one direct report that provide a customer contact touch point into the global KCS support organisation, actions the team perform include: - Providing customer updates on open cases - Providing reports to customers on open / closed cases - Take and action escalations from customers - Try and put a customer through to an available analyst

Responsible for a team of over sixty indirect reports through five direct reports, the team were dispersed globally to provide Application and Technical support on multiple KCS products to our global customer base. As part of this role there was a requirement to manage third party vendors such as network and hosting partners. Key aspects of the role were to: • Provide motivational and inspirational leadership to the support teams encouraging achievement of targets and customer service excellence• Implementing staffing and scheduling models to ensure guaranteed coverage to the global business including 24/7 support coverage• Implement global best practices across global Application and Technical Support teams• Implemented Cherwell ITSM system (as technical consultant / developer) to utilise the following ITIL features - Incident Management - Problem Management - Change Management - Knowledge Management - Customer Self Service Portal (www.support.kerridgecs.com)• Attend regular service review meetings with Customers• Handle complains and escalations from Customers