I have been working with publishing industry for more than 16 years. My endeavor has always been to explore newer ways to meet and exceed our publishing partners’ expectations by translating each of our efforts be it performance, reliability, short time to market into the ultimate goal of delighting our authors and the academic fraternity. My experience in Operations/Project/Account management coupled with strong knowledge of the workflow enables me to analyze business trends and grasp the opportunities present in the marketplace. Responsible for overall team delivery and quality of work in line with agreed Key Performance Indicator’s (KPI’s) and Service Level Agreements (SLA’s), appropriately delegating actions and overseeing the work of the team.To support the Line Manager in Change Management and Operational Readiness activities, in conjunction with the Continuous Improvement team as required.To act as escalation point to team on internal/external matters and escalate as appropriate to Global Managed Services Manager.To support the Line Manager to drive awareness and understanding of the Managed Services team operations and services across our business, supporting pre-sales initiatives and offering consultative support to Field Sales and Contact Centres as required. To produce weekly/monthly reports on individual and team performance and productivity levels in order to monitor and compare results against business objectives.Planning, prioritising and managing resources whilst providing direction to Managed Services Team.Demonstrate comprehensive understanding and ability to articulate our product, training and service offerings, and how these compare to our competition, especially for territories outside of where the Global Customer Service Centre is located.