Installation specialist Manager within Global Customer service delivery BT - Vision is to be the best in class for serviceEnsuring a first class customer experience is offered for all customers whose orders pass through the service delivery organisationManage internal and external suppliers to ensure customer expectations are met and provide technical support for customers, installation teams and account teams. Provide effective and on-going communications to all delivery management and project stakeholders. Work with Installation leads globally to improve performance and experience...Lead on process improvements.Technical knowledge in IP cloud technology and network Interconnections.

I worked directly to the Director for UK Service delivery, managing escalations/expedites submitted for UK International IP deliveries. I was responsible for the rejection or approval of submitted requests. When accepted, I owned the escalation/expedite through to successful conclusion. I was responsible for the UK International escalations tracker, updating the tracker and have daily calls to discuss progress made and next steps. Ensuring Customers and BT teams were constantly updated, maintaining a workable expectation of what and when we can deliver. I attended senior management calls providing clear, concise feedback on escalated orders.