Thomas Gregory Email & Phone Number

London And Glasgow

Sabio is an innovative unified communications and contact centre services company, focused on delivering exceptional customer contact strategies and solutions from contact centre virtualisation and IP telephony, to Workforce Optimisation, multi-channel contact strategies and user-centred speech applications. Sabio can also help with any aspect of your customer contact including Consultancy, Application Development, Systems Integration, Training and a unique Support offering.Sabio work with and support a range of large clients. As a Service Delivery Manager, I proactively manage the service delivery and customer relationships for multiple Sabio Top 30 key clients. This involves; delivering and overseeing the service for my clients on multiple sites, managing client relationships, client satisfaction, customer reporting, delivering service reviews and contractual SLAs.

Manchester, United Kingdom

As a Service Specialist, it was my responsibility to review customer RFPs to ensure that the Vodafone service elements of our bid response complied with the customers service levels, KPI’s, all regulatory requirements and contractual obligations and was cost effective. A key part of the role was to create, a Service Model that could be supported by the operational teams and 3rd parties in the delivery of live services, and to ensure that the solution and service costs were approved by all key internal and external stakeholders. The role was also responsible for collaborating with the account Service and Sales teams, Service Desk, Major Incident, Change, Problem, Demand Manager, Request Manager, Capacity, Reporting teams and all business representatives and stakeholders to design and approve the service model.

Farnworth, Widnes

A highly-motivated and results orientated ITIL Service Delivery Manager/Architect with proven track record of providing exemplary levels of service, 30 years’ experience in FTSE 100 client relationship and revenue generation. Vast knowledge of transitioning, pre-sales and bid management, transforming and managing complex managed services including Contact Centre Services for companies such as Centrica, United Utilities and EDF. Wide experience of developing and leading multi-skilled teams. Business and people skills developed across a wide range of industries especially Utilities, Retail and Travel.As a Service Delivery Manager, I managed the availability and performance of systems infrastructure and application components. Lead internal and supplier activities in the operation and maintenance of IT services, to the required customer standards. I acted as the main point of contact for day-to-day operational service delivery issues. Specialities: -Client Relationship of FTSE 100 companies, Business Relationships aligned with revenue generation and retention, raising Customer Satisfaction, knowledge of customer contractual bids , developing and managing key relationships

Manchester, United Kingdom

As the Customer Service Manager, I managed the availability and performance of systems infrastructure and application components. Lead internal and supplier activities in the operation and maintenance of IT services, to the required customer standards. I acted as the main point of contact for day-to-day operational service delivery issues for Clients such as Thomas Cook, RAC and Dixons.

Reading, United Kingdom

Percentage of calls answered rose from 40% to 99% within 6 months of my appointment. This was achieved by matching resources to demand, better use of IT, and a greater use of flexible working, especially part-timers. Dynamically managed the number of calls answered from 8000 per week to 23000 per week, over an 18-month period, whilst maintaining or exceeding company service levels. Recorded the highest ever score within the company for management practices in an annual staff survey (scores based on opinions of all staff of their manager’s leadership, performance, trust, motivational practices etc).Brought in to troubleshoot a telesales office, which had been poorly managed. Made a number of key changes to staff and procedures. The changes increased the revenue generated from £40,000 per week to £70,000 in 3 months.