Tony Munro Email & Phone Number

Glasgow, Gb

Glasgow, United Kingdom

Managing a team of Service Delivery Management ‘experts’, ensuring they are supported, developed and are able to make the most of their careers at Vodafone. Excellent understanding of the products and services within the Vodafone portfolio, First hand knowledge of the customers that comprise Major Business (especially those in their aligned sales segment) and insight into the business and technology issues facing large enterprises. Part of the Service Management leadership team, support continuous service improvement and service development, increasing overall customer satisfaction and improving customer Net Promotor Scores (NPS). A role model, working with and developing members of my team, as well as my own professional development.The Service Lead role has these key objectives;•Actively participate in the management of Vodafone ‘major incidents’ (on a rota basis), providing knowledge and customer liaison to communicate and drive excellent customer service at times of high impact.•To manage a team within the Service Management organisation, providing a first point of escalation and duty of care to their colleagues.•Promote the Service Management team throughout Vodafone and support the leadership team with improvement and/or business change initiatives. •Build and maintain relationships with stakeholders across the business.•Customer obsessed, demonstrating a deep insight into the customer’s way of thinking and their strategic direction. Able to create and nurture good working relationships with appropriate customer contacts

United Kingdom

Key Experience/Roles:Principal Service Manager (April 2013 – present)Head of Service for a number of Major Corporate Accounts in Vodafone UK. Responsible for the in-life Service Delivery, Contractual Governance, Customer Relationship, Service Management teams and aligned (ITIL) support FTE’s.Experienced line manager – Direct Reporting and Matrix Management.Recruitment & Development of Service Managers and Matrix managed Colleagues.Trusted DOA for Management, assuming responsibility for the whole of Major Corporate Service Management, and being an escalation contact for Senior Customer and internal stakeholders.Close working relationship with Account and Commercial leads, assisting with New Bids & In-Life Support.Nurture relationships internally with Operational Management stake holders ensuring accountability to drive performance and continuously improve the customer service experience.Service Manager Cable & Wireless / Vodafone UK (Jul 2006 - April 2013)Responsible for BAU Service Delivery and Service Relationship at an operational level for a number of key Public Sector Accounts.Chairing customer service reviews in order to review performance against contractual KPIs and SLA’s.Recording NPS and driving continuous service improvement across the accounts. Driving the operational owners, and holding accountable those responsible for the provision, assurance and billing of all services across the accounts.

• Management reporting • Trend analysis• Identify and implement areas of improvement • Project Management• Produce monthly KPI reports• Integrity of Reporting• Creation of SQLs scripts for reporting on various call logging tools• Call logging integrity• Gather call logging information from AVAYA CMS telephony tool• Identify educational / training requirements of technical analysts• Liase with Resolver group managers• Present team statistics to IBM management• Customer presentations