I am currently the Senior Service Delivery Manager for a Utility Provider since April 2023. My key responsibilities are P&L Management, stakeholder management and identifying opportunities to generate additional revenue through projects and development.The customer contract has a global team of 40 consultants, working both onsite, remote in Ireland and throughout our Global Delivery Centres.Key responsibilities•Responsible for the P&L of a multi-million Managed Services… Show more I am currently the Senior Service Delivery Manager for a Utility Provider since April 2023. My key responsibilities are P&L Management, stakeholder management and identifying opportunities to generate additional revenue through projects and development.The customer contract has a global team of 40 consultants, working both onsite, remote in Ireland and throughout our Global Delivery Centres.Key responsibilities•Responsible for the P&L of a multi-million Managed Services contract •Manage large portfolio of projects to ensure projects/programs are proceeding according to scope, schedule, budget, and quality standards.•Participate in the development, implementation, and continuous improvement on standard methodologies and tools for project execution, portfolio management, and PM talent development.•Established key performance metrics and conduct regular performance reviews to drive continuous improvement and exceed client expectations.•Oversee service delivery operations, ensuring adherence to SLAs and KPIs.•Oversee daily operations to achieve high productivity levels.•Deliver exceptional customer service by proactively listening to concerns and answering questions.•Lead and support a team of offshore professionals, providing guidance, coaching, and mentorship to drive performance and improvements.•Collaborate with internal stakeholders to develop strategic plans, forecast budget, and resource requirements, and mitigate risks effectively.•Apply critical thinking to analyse problems, evaluate solutions and select best decisions.•Apply positive customer service approach to increase satisfaction levels.•Present regular reports to the customer to demonstrate the delivery of services to contractual commitments including KPI reporting. Show less

I was a Senior Service Delivery Manager for a major retailer from 2021 to 2023. Fujitsu secured a multi-million-euro contract to develop and implement a new EPOS solution for Point-of-Sale systems across the customers 400+ stores. As the Lead Service Delivery Manager, I was responsible for leading the delivery team, which involved closely collaborating with a large team spread across multiple regions and Global Delivery Centres to ensure successful execution of the project.Key… Show more I was a Senior Service Delivery Manager for a major retailer from 2021 to 2023. Fujitsu secured a multi-million-euro contract to develop and implement a new EPOS solution for Point-of-Sale systems across the customers 400+ stores. As the Lead Service Delivery Manager, I was responsible for leading the delivery team, which involved closely collaborating with a large team spread across multiple regions and Global Delivery Centres to ensure successful execution of the project.Key Responsibilities.•Lead SDM managing the largest Application development Service within Fujitsu Ireland globally for Primark Point of Sales systems.•Consistently provide the Delivery Executive with comprehensive and timely updates on all relevant progress, developments, and any service issues that arise, ensuring they are fully informed and able to make well-informed decisions.•Managing a team of Regional SDM’s who were managing all aspects of Service Delivery, including Software Delivery, ITSM, Field Services, Infrastructure Services and Global Service Desk teams.•Collaborating closely with the Programme to ensure there was consistent alignment with delivery teams regarding the progress of both development and rollouts to stores in their respective regions. This involved regular communication and coordination to track milestones, address any challenges, and ensure that all parties were up-to-date and working towards the same goals. By fostering this close partnership, we aimed to streamline the process, avoid any potential discrepancies, and ensure a smooth and efficient rollout across all targeted stores.•Serve as the primary escalation point for the customer regarding all P1/P2 major incidents. Responsible for leading technical and customer bridge calls with all stakeholders, ensuring customer stakeholders are continuously updated on status and progress, and working towards service resolution within agreed SLAs Show less

I was a Service Delivery Manager for a major retailer from 2015 to 2021. The contract was supported by a global team of over 200 resources.I was stationed full-time at the HQ in Dublin, where I was entrusted with the comprehensive management of the customers infrastructure. This role involved effectively managing a team to support customer contracts for various managed services utilising a large team of offshore resources across multiple Global Delivery Centres. Additionally, I successfully… Show more I was a Service Delivery Manager for a major retailer from 2015 to 2021. The contract was supported by a global team of over 200 resources.I was stationed full-time at the HQ in Dublin, where I was entrusted with the comprehensive management of the customers infrastructure. This role involved effectively managing a team to support customer contracts for various managed services utilising a large team of offshore resources across multiple Global Delivery Centres. Additionally, I successfully implemented the ITIL Framework from scratch, which included developing and establishing best practices for IT service management. This process required close collaboration with various stakeholders, thorough planning, and meticulous execution to ensure the framework aligned with the company’s objectives and enhanced overall operational efficiency.Key responsibilities•Responsible for the P&L of a multi-million Managed Services contract.•Manage a team of local SDM’s assigned to several customer contracts including Service Desk, Deskside, Infrastructure, IT Service Management, Legacy Apps, Oracle.•Managed the end-to-end service delivery functions teams, including Service Management (Incident, Major Incident, Problem, Change, Asset, Vulnerability etc.), Desktop Support and Infrastructure teams.•Led the implementation of ITIL framework from beginning, resulting in streamlined service delivery processes and improved service level adherence.•Drove continuous improvement, analysing customer feedback to identify trends and gaps in service.•Customer escalation point on all P1/P2 major incidents, responsible for leading technical bridge calls for all stakeholders ensuring service resolution within agreed SLAs. Show less

I was the Service Delivery Manager for Ervia Services (Gas Networks Ireland & Irish Water) from 2011 to 2015. My key responsibilities included the management of 1st and 2nd Line support utilising ITIL Framework, P&L Management and Stakeholder Management.RESPONSIBILITIES •Responsible for managing the overall service delivery of IT Services for Ervia Services (Gas Network Ireland & Irish Water) which includes over 40 resources across both Service Desk and Desk-side support… Show more I was the Service Delivery Manager for Ervia Services (Gas Networks Ireland & Irish Water) from 2011 to 2015. My key responsibilities included the management of 1st and 2nd Line support utilising ITIL Framework, P&L Management and Stakeholder Management.RESPONSIBILITIES •Responsible for managing the overall service delivery of IT Services for Ervia Services (Gas Network Ireland & Irish Water) which includes over 40 resources across both Service Desk and Desk-side support services.•To function as the escalation manager for all service delivery performance issues and communicate with customers at senior management level effectively and confidently.•Accountable for ensuring all ITSM function SLAs were achieved as per contract, this was achieved by ensuring I had the right processes in place to support my teams.•To manage resolution of any customer/s specific service delivery issues, through root cause analysis of service failures and leading the design and implementation of specific ‘service improvement’ plans.•Lead, manage and coordination on all P1/P2 major incidents, ensuring service resolution within agreed SLAs. Customer POC on all major incidents, responsible for setting up and leading technical bridge call for all stakeholders.•Accountable for ensuring all agents within Service Desk Department operate within contractual SLA’s and KPI’s.•Accountable for ensuring all SOPs and technical documents are up to date to ensure first time fix rate achieved within SLA.•Participated in weekly and monthly CAB meetings ensuring UAT deadlines were met and communicated with customer ensuring deployment of changes ran smoothly thus avoiding any service incidents.•Manage any service incidents under ITIL framework from end to end, conducting RCA upon closure of incident.•Ensure efficient working methods and use all available KPI’s for self-management.•Monitor performance; provide coaching and mentoring while maintaining customer satisfaction measurement metrics. Show less

Worked within a call centre environment, managing and scheduling a team of 10 field engineers, coordinated individuals to ensure that all required service levels were met.Ensured quality, efficiency and cost control for the group including salaries, overtime & expenses.Liaised with internal staff to maintain service levels.Attended service delivery review meetings with customers.Responsibility for management of engineering resources to optimise productivity to meet current and… Show more Worked within a call centre environment, managing and scheduling a team of 10 field engineers, coordinated individuals to ensure that all required service levels were met.Ensured quality, efficiency and cost control for the group including salaries, overtime & expenses.Liaised with internal staff to maintain service levels.Attended service delivery review meetings with customers.Responsibility for management of engineering resources to optimise productivity to meet current and future customer needs.Organised and controlled field logistics requirements for entire team and individual engineer.Primary point of escalation for over twenty different customers, across diverse industry sectors, including banking, retail, government, airline and commercial.Loggged and monitored calls to third party suppliers/vendors and monitor ongoing calls to provide feedback on missed SLA's.Ensured all staff had the required Health and Safety certificates and were up to date such as Safe Pass and Manual Handling.Managed and developed relationships with all third party vendors.Managed staff performance and development by coaching and motivating them to develop skills and capabilities in order to ensure the expertise levels required to meet current and future needs of the organisation.Liaised with HR department in relation to employee issues and assisted with recruitment of staff.Dealing with the changing environments and requirements of our customers. Show less

Assisted in the rollout of new hardware and upgrade of existing hardware, network upgrades, including installation of switches, routers and VPN's.Managed & supported new IT projects and implementations for major Retail and Banking customers.Excellent communication skills and strong customer focus.Delivered effective repair service and IT maintenance to retail, commercial and banking customers.Provided training to engineers on IT equipment relevant to customer… Show more Assisted in the rollout of new hardware and upgrade of existing hardware, network upgrades, including installation of switches, routers and VPN's.Managed & supported new IT projects and implementations for major Retail and Banking customers.Excellent communication skills and strong customer focus.Delivered effective repair service and IT maintenance to retail, commercial and banking customers.Provided training to engineers on IT equipment relevant to customer contracts.Provided training to customers on EPOS and IT equipment.Continuous update of customer account procedures and part lists.Responsible for the installation of new stores IT equipment .Responsible for onsite repair of mixed site EPOS equipment and support of mixed vendor PC hardware.Supported engineers on hardware break fix.24 hour support for various customer contracts.Supported Area Operations Manager - allocation, monitoring, and escalation of calls and scheduling of engineers. Sourced, ordered and distribution of field components. Show less