Scott Needham Email & Phone Number

Wellington, New Zealand

New Zealand

Wellington & Wairarapa, New Zealand

Responsible for 14 DBAs across three locations in New Zealand and AustraliaAccountable for managing the delivery of services and ensuring our team meets our contracteddeliverables through best practice methodology, continuous improvement while maintain high levels of Customer satisfaction

Wellington & Wairarapa, New Zealand

Accountable for managing the delivery of contracted outsourced services such as business process and information technology to clients with account revenue totaling five million dollars per annum.Serving as primary point of contact to my clients regarding overall and day to day service delivery, ensuring SLAs and KPIs as defined in contracts are met or.

Wellington & Auckland

• Responsible for a Service Desk team of 14 people across multiple locations. I was responsible for all staff management, training and ensuring all SLAs and KPIs were met or exceeded. In addition to this I was also part.
• SLA monitoring
• Service desk training modules
• Stock control
• Development of new databases and website
• Providing ongoing service improvement plans

Wellington New Zealand

• Team Leader (Vodafone Service Desk)To date I have had some great achievements in this roleTCL-Vodafone Transition – this involved end to end transition of Telstra clear into the Vodafone environment.Transition of.
• Assign, direct and check the work of my team on a day-to-day basis.
• Recognise and recommend operational improvements
• Apply and enforce organisational policies and procedures
• Responsible for overall team performance and achievement of SLAs
• Responsible for adhering to high targets set by Unisys for active management

Responsible for End User Teams for Vodafone NZ

• 2IC, required to support Unisys Clients and the contractual service level in the achievement of prompt response, high level customer service and technical first contact support. The role focuses on delivering a high.
• 1st Level telephone contact support
• Deliver consistently high levels of customer service
• Consistent achievement of First Contact Resolution performance metric
• Accurate documentation of calls and cases
• Manage time and workload to meet predetermined service levels

Wellington New Zealand